Expectations.
R&R - Service Contracts.
The right gear.

I hear you. My goal is to fully establish service contracts R&R with a discrete phone number. Sold during the pitch, these are the levels, this is the response you can expect and when. If you're not on contract and you email, text, I'll answer the next day. If you call my work cell outside of hours, and I pickup, you'll get a bill. (little Russian Roulette, oh you expected voicemail at 10:00pm, $175).

Step up your networks, have some sort of reboot system in place. This is the gear we use, this is why, something else, and you can expect support charges and temperamental system.

Yes the industry has changed, and the clients. Dot your i cross your t and don't be shy about charges and standing up for yourself.