What is “hands-on” support?

If you are unable to access your Mac, we will provide free hands-on support during 8AM to 5PM US Central time Monday through Friday except holidays (and certain days surrounding major US holidays). There is a $150 charge for emergency hands-on support outside of 8-5 on business days. Hands-on means we will physically plug a monitor, keyboard, and mouse into your Mac and get it back online for you. For dedicated Macs, repairs or replacements parts are free of charge (except for any applicable emergency hands-on support fee). For colocated Macs, repairing hardware that is not covered by our perpetual warranty is available at an additional charge.

Most issues can be handled by a remote reboot, but things like disabled networking, bad firewall rule, accidentally shutting down the Mac, or a hardware failure cannot be fixed by a reboot.