[Johnny555]

Response time guarantees are hard to fulfill even by the big guys. I remember being in a coloc years ago where a power problem took out a row of racks filled mostly with Sun equipment owned by various customers (my small company included). It also caused some impressive damage to a transformer outside.

Even with a Gold support plan with 2 hour guaranteed on-site response, it took nearly 2 days to get our servers replaced and running, but the bigger guys were back up within few hours of the outage. Sun simply didn't have the staff or immediate spares available to move any faster -- their response was still impressive - they brought in an 18 wheeler full of spares the next day.

They ended up giving us some months of free support or something like that to make up for the delayed response.