i don't think anyone, anywhere would have given you an accurate estimated figure of nearly 5 hours to fix this problem. furthermore, even if you somehow could

i don't think anyone, anywhere would have given you an accurate estimated figure of nearly 5 hours to fix this problem. furthermore, even if you somehow could divine the future, telling the customer that you think an outage will last over half a working day is going to turn an extremely shitty situation into something even worse.