I was thinking the exact same thing—right up until I got the part where they still haven't responded 8 hours later (to say nothing of apologizing), and played n

I was thinking the exact same thing—right up until I got the part where they still haven't responded 8 hours later (to say nothing of apologizing), and played no role in fixing the problem (DQE did that, apparently). We all make mistakes. It's unreasonable to expect 100% uptime from anyone. But if you operate a service that so many people are relying on, and you make billions of dollars in profit each year (we're not talking about an unpaid volunteer open-source maintainer here), you absolutely have a responsibility to at least try to help fix it when there's a problem. It's brazenly irresponsible to go radio silent while your customer's other vendor fixes the problem.