Will is the most basic level of support that every customer deserves. Good Will often sits on both sides of the gray line between legitimate questions about the suitability of a product or service, and the start of a tutorial or diatribe on how to perform a task that as professionals we make our living doing. Often this level of service evolves into a short technical dissertation on how something really works. Generally Good Will solutions encompass Quick Questions that can be answered in 5 minutes or less. The more specific the question the better the answer.
Dumb looks are always free.
You can not put a price on good will. Sitting the computer down on the work bench and begin attacking it with tools. Stepping up to the white board because the problem requires diagramming, or the previous question is about to digress into a lecture on a subject because you really needed to know. At this point the problem is identified and quantified. If the solution requires more than a simple 15 to 20 minute fix, it is usually written up moved on to the Problem Resolution Phase or Technical Services where some scheduling is usually needed.