For my customers, it does make A LOT of economic sense. The financial damage from being offline for a few hours and unable to reach any support person at your hosting company is very much real.
At their spending level, "Megacorporation X" would not pick up the phone for them. But I do. So in effect, my competitive advantage is not that I'm not a megacorp, but my competitive advantage is that I pick up the phone when they call.
At their spending level, "Megacorporation X" would not pick up the phone for them. But I do. So in effect, my competitive advantage is not that I'm not a megacorp, but my competitive advantage is that I pick up the phone when they call.