> Providing support doesn't mean hiring bunch of offshore low wage call center workers who patiently explains to you how to power plug cables and move mouse to click buttons on your side.

If 90% of you customers are phoning to complain the service is down and they can't reboot the modem because the lights are turned off because of the power cut, you can't have skilled support engineers dealing with them. Setting aside the money, the engineers would just go stir crazy and turn into BOFHs.

The trick is to either vet your customers, or enable a shibboleet protocol