I think you're better off demanding an explanation since I would expect that companies become more serious about this sort of thing as they grow rather than less serious (as seems to be happening).
Agreed. The company I work for pays on the order of $4k/mth for this particular provider and it's inexcusable when this downtime happens and we hear nothing other than "Our DC Node went down". Why did it go down? What are you doing to prevent this from happening again?