this is one thing that does not enjoy economies of scale. competent people working under pressure at 3AM on a holiday are extremely expensive.
would _you_ do that job? and how much do you get paid?
Amazon.com manages to have 24/7 chat support and they certainly aren't charging $3K/month. That's just the power of multi-tasking.
I feel like you're trying to mock him for being so self evidently wrong that it's (apparently) funny, but I don't see it. How does criticism of a support model lead to "then you do it"?
Or are you implying something else? That's what I hate about these coy between-the-lines replies in chat forums. It's not obvious and I don't know what to reply to! Just say what's on your mind, don't play games. Give the rest of us a chance to reply to something.
/rant, sorry :)
Most of the big names in DDoS protection, looking only at enterprise tier support, have tens of clients per network support tech minimum.
They're out there, you just have to look.
https://console.aws.amazon.com/support/plans/home?region=us-...
Enterprise tier's minimum is $15K by the way.
And the Business Tier lacks "Business-critical system down" support with a 15 minute response time. But it does have the "Production system down" level with a "less than 1 hour" response.[1]
AWS's support isn't cheap. And it isn't simply "$100/month" that's the minimum for real support (and no, developer tier isn't real support for production systems).
If you bought a rack of servers and storage from HP, IBM or Dell and wanted a tier that got you to an engineer in <15m, that would cost far more.