I don't know about your customers but ours want both excellent communication and for the problem to be fixed immediately. This means having more staff during an outage.
Yes, of course. My customers, though, don't want to pay very much, and that's another tradeoff. I think I'm pretty up front about what I'm selling and what tradeoffs I make, and for some people, this is a good tradeoff. There are other services that have made different tradeoffs, that work out better for different people with different needs.
I'm just a little surprised about my customer's preferences in this particular tradeoff.
