I'm just thinking out loud, but this sounds like one of those services that needs 24/7 customer support. I remember being close to infuriated to have to wait days for a response for my registrar, and I can only imagine the tension involved the day something goes haywire, regardless of whose fault, if any, it is.

Maybe setting up some sort of volunteer customer support in, say, Slack could be the way forward? You could also implement a livechat integration that feeds into your public Slack team.