The Plan should also come with at least a toll free tech support line [NOT a sales or "customer service" line] & ticketed email support; I also recommend chat support for those questions on the go, although it's not a requirement.
It's pretty easy to tell a client that you will help them save money and avoid disasters by being proactive. It's also pretty easy to tell them they can focus on their core business while you take care of "IT". And it's really easy to tell them that "managed Managed I.T support uttah" is far superior to "break/fix". Generally, these are all true!
Are You Picky About Layout? Do you have to control every aspect of your pages layout? If so, Headway might be for you. With most WordPress themes you are locked into having a certain layout. This can be a real pain if you want to do something as simple as making the sidebar a bit smaller or moving it to the right side of a blog post. Headway lets you do that easily if you want complete control of your layout Headway tech support I.T is a great option.
Having a telephone Managed I.T support uttah is the best option. Clients could be handled better over phone, than through any other media. Nothing can beat the personal touch a telephone conversation can provide. On the negative side, you'll have to prepare for understanding all kinds of pronunciation and slangs. This could become more difficult customers are from different parts of the world. Also be aware that phones have to be attended even if you are vacationing with your girlfriend on a lovely beach.
Why does the current state of tech support so often leave something to be desired? Answering this question won't really change anything, but it might make you feel slightly better if you understand the dynamic involved. The one-word answer is: Money.
I wouldn't go back to a normal theme ever again because I am too use to the the customizability. If you want complete control and you have a basic grasp of what you are doing, then Headway is the natural choice as your WordPress theme.