This couldn't be further from the truth. We have well over 10,000 active users. If our service is down, they care. However, finding time to build something this robust would take a significant amount of resources away from our product.

It's a matter of priorities. I can spend the time to build and maintain a tool like this or I could spend that time improving our service for our customers. Paying someone else to manage this for us is a complete no-brainer regardless of the size of our customer base.