"In the end, E-HAWK was able to wrest back its hijacked domain in less than 48 hours, but only because its owners are on a first-name basis with many of the com

"In the end, E-HAWK was able to wrest back its hijacked domain in less than 48 hours, but only because its owners are on a first-name basis with many of the companies that manage the Internet's global domain name system. Perhaps more importantly, they happened to know key people at PDR - the registrar to which the thieves moved the stolen domain. Dijkxhoorn said without that industry access, E-HAWK probably would still be waiting to re-assume control over its domain." A different read: It was "humans"-based customer support that saved E-HAWK. A "no-humans" customer suppport system might have left E-HAWK powerless, waiting, hoping. Analogising to the parent's example, if parent had a serious problem, a "no-humans" customer support system might result in helplessness, waiting, hoping for some human at Google to discover and fix parent's problem, unless parent happened to know key people at Google.