Very similar thing at our office. Considering the scale of which we run things, any outage could be a potential loss of millions _every minute_.

Sure, we use support tickets with vendors for small things. Console button bugging out, etc. But for large incidents, every vendor has a representative within an hour driving distance and will be called into a room with our engineers to fix the problem. This kind of outage, with zero communication, means the dropping of a contract.

Communication is critical for trust, especially if we're running a business off it.