I'm not allowed to talk about it, but I know people in tier-2 support who were on an all night phone call with a big bank customer because if the computer wasn't up by morning the government would shut them down. (somewhat like the government did shut down some big banks in the 2008 crisis, but this was in the 1990s) At the start of the call the rep told them "We are pretty sure we know where the problem is and it isn't you, but we need you on the phone anyway just in case anyone has a question you are ready to answer." That is also why big companies have the million dollar support contracts: someone who can stay up all night and answer obscure questions.
Break things is a bad thing sometimes. I wish more of the move fast and break things companies would realize who annoying it is when they break something.