Daily L1 Onsite?

Edit: Thanks everyone for chiming in. It's been really helpful. This firm does have some capabilities to do remote support and helpdesk; I think they need to let go of the onsite L1 model and start focussing on earning management fees rather than chasing the big payoffs from all the hourly work. If they can't do that, they're ruined: I can always switch provider or take stuff inhouse.

Hi, I'm a client of an MSP. Hope it's OK to post here.

I've worked in IT departments most of my career and I'm pretty technical, I just happen to be managing a relationship with an MSP for a remote site (which is in a busy coastal city in the USA).

We pay a fixed retainer which used to get us 2 hours per day of an L1 engineer, plus a little bit of helpdesk time. The site doesn't have a high level of IT maturity, and we're trying to roll out MDM, endpoint protection, remote backups and support etc. So having someone there daily helps a lot: no issue can fester too long.

The L1 person we had ended up being very reluctant to step out of their comfort zone. $MSP and I agreed that it was best if that L1 were stood down. We've had the same amount of onsite time ever since, but in the form of senior people showing up twice a week to give me 10 hours. That doesn't nearly work so well. Also, if I want overtime, that's over twice the cost of an L1.

The owner has indicated that he can't supply daily L1 any more, due to staffing and profitability concerns: 1 human can't be 100% billable doing 2 hours a day per site.

If we had a flawlessly maintained site with full documentation, procedures and MDM coverage, I'd be OK with 2 days a week. Right now I'm really unhappy.

Am I being unrealistic? Is $MSP's L1 model unsustainable? Both?

TL;DR: DAE supply L1 staff onsite daily?