We are Self Managed Dedicated Hosting Provider we provide the free support at the Network and Hardware level:

Following are included in our Support:

Network problems
Hardware failures
DNS and IP problems
Operating system reloads (hardware related)
Reboots
Licensing inquiries and issues
Billing Issues

Following are included in our Troubleshooting tickets:

Application configuration
Application installation/upgrades
Web Server
Mail Server
FTP
Security management (patches)
User Management

Following are included in our Advance Support:

Programming and scripting services
Database Administration
Web Server/ Mail Server and FTP Server Administration
OS Hardening