What Software Should ISPs Distribute and Support?

BroadbandBradley asks: "Many ISPs give their customers a software package to install with their service like a branded browser/email package. Some also include network diagnostics tools, even remote connection VNC packages for technical reps to do remote support. The ISP will then tell customer that they'll only get help if they're using that package. What features are good or bad, and what should or shouldn't be included on the client side? My question to Slashdot readers is, what software and services should ISPs distribute and support?"