Transparen's Remote Technical Support works kind of like an insurance policy, where we do everything possible to keep you as productive as possible, because we have contracted to provide unlimited usage of our top-grade remote technical support service.  We have every incentive to ensure that your virus scans are kept up-to-date, that we check your event logs for possible disk failures (necessitating a full backup) and that we clean your registry and fix any software problems before they become big enough to warrant a support call.  We like getting support calls, but to be truly profitable, we prefer to prioritize urgent issues so we can fix them at the most productive time for you.