The idea behind Self-Service Support is that Vivio can help you do the things that you are unable to do remotely. This covers many things, but includes things like console information reporting, connectivity diagnostics, lockout correction, etc. You do most management yourself (ie: Self-Service) but in the rare case that you need help from an actual technician on site with the hardware, we can help.
Because Self-Service Support is intended to cover aspects of the service that you are unable to do remotely, it's relatively easy to determine what is covered or not covered. Self-Service would not include, however, anything that adds to the service (like custom hardware) or anything that changes the service (like reinstalling the OS). Hands-on help in those areas requires SysOps Support.
Self-Service Support is included on almost every product and service we offer, with the only exceptions being where it doesn't make sense or isn't required, like SSL certificates, for example. Since SSL's are digital goods the aspect of being physically present does not apply.