[jon_dahl]

From my perspective as a service provider, I feel major pain whenever our service hiccups. If something goes down, the fear of unhappy customers (or losing customers) looms much larger than the fear of having to issue a service credit. For us at least, the latter is a tiny motivator compared to the former.

But a small startup is probably motivated by different things than a large, vaguely monopolistic company (like an ISP).