Administer expected service level

Some customers expect us to manage their cluster (e.g. add virtual hosts, setup, add node groups, etc. etc. etc.)

Others automate much, and therefore do not want us to mutate their clusters. In that case, support questions should be handled differently (only advice/instruct, don't change anything).

We should clearly administer the expected service level. Note that this can differ per-cluster for the same customer.