Sometimes the expectations from customers is unrealistic. Restoring a site without backups outside of our restore window time frames. Repairing custom PHP files that built by another developer. These are out of scope requests that go far above and beyond the services provided. The product (Hosting ,Server, Builder) is operating as normal, but the coding is broken, we can explain what the error means and offer repair solutions. Repairing websites out side of the statement of support is unproductive from the company perspective, as it was not a fault or result of any actions here. Although giving someone free troubleshooting with syntax errors out side of scope is a benefit to the caller. It hurts both the employee (metrics, time, frustration) and the company (revenue, customer experience)
