Support is not simple and should be tailored for your needs not for everyone its your support. remember its your business with your own wants, goals and you guessed it needs!
Lets use an example a small sweet shop. they sell a wide range of sweets but are usually small orders so but they still need to track when to order so on and so on.
There IT requirements maybe a small till or and back office PC with a router for internet access so they are not going to be a high traffic customer but they may want to expand on a later date so a small amount of planning now could make that move easier later. So there support consists of end user maybe with a little bit of network support with some basic support.
Lets say they are expanding with that little bit of planning we did before means setting up a VPN between the 2 shops means the client doesn’t have to drive between the shops to get the orders or reports they can be all at your fingertips saving time and money and with as little work for you as possible.
Here is another example a caravan park with 150-200 caravans and about 100+ users concurrent a day on there wifi network. what are the options, this depends on the needs if you want us to just monitor and maintain or do you want us to take over the complete management of the network and with the dealing of end users if they have issues.
One thing we ask is what should our value be to you, is it saving you time? is it saving you money? or is it peace of mind?