Personally I would help you with the issue, even if it was unmanaged, the only time I wouldn't help if it was something like setting up mail servers or something like that.
Many hosts are many staff are different from one another, it just depends on what kind of people they are. Personally I like helping people because it makes me feel happy and useful and the second reason is because people will recommend my services if I do a good job.
Other hosts sometimes would rather have to do very little work, get paid less and not have recommendations.
I was very lucky to have someone who helped me when I started out with VPS's.