I think a fairer way to charge for telephone support is by time used.  A small organization paying $99 a month versus a large one with a large budget will have different needs and use different amounts of time.    You could offer packages that are tiered, relating to the number of hours one wants or needs to purchase.   For example. 5 hours a month.    Just a suggestion you may want to pass by your management.

 In addition, new users to eTapestry should be able to use telephone support for some initial period of time to help in the beginning.   We were trained well but it took months to do the conversion of our data and by the time we were ready, the training was a blur.  Perhaps the training should be done after the conversion is completed or at least have the organization have that option if they want it.