We charge one simple rate, regardless of whether you need onsite or remote support.  Why should you be penalised for onsite support if that is what it takes to fix the problem!  We also hate the idea that some clients may delay calling someone out over a fear of additional costs.  There are times when remote support is perfect – especially for speed of response.  However, there are times when it just takes twice as long as it would with an engineer onsite so we stick to the principle of just doing what is best for the customer without complicating things with additional costs.