Well...business really is always about people, isn't it?
If you have a group of small business customers you can sustain a business on, treat them like kings. They clearly understand the value of I.T. to their business, and they understand the need to pay someone for it.
I made a very common mistake. I provided grade A service for dirt cheap prices in an effort to get business. It didn't work. I configured servers, remotely provided help desk, etc etc...hours on end...at no charge because they couldn't, or wouldn't, understand setting up a vpn has nothing to do with the virus on their pc. I rebooted under a managed service offering, and the old customers are mostly not interested. I've been asked to help with free "transitions" and such, but they are basically on the hunt for the next cheap guy.
I say all that to ask Erik, since he's been at this a while, why the heck would you make a point to keep up with this for customers with no SLA? It would seem to me to only confuse them, and support an expectation that you're looking out for them for free. Believe me I understand wanting to be helpful. You can be helpful right up till bankruptcy though.
