Actually, they do. and Netflix proactively refund customers for downtime. Usually it's pennies on the dollar, but i've had more than refund for sub 30 minute ou

Actually, they do. and Netflix proactively refund customers for downtime. Usually it's pennies on the dollar, but i've had more than refund for sub 30 minute outages which have prohibited me from using the service. Netflix are very very sensitive to this problem because it's much harder for them to sell against their biggest competitor (local cable) since they rely on the cable to deliver their service. If the service goes down, then the cable company can jump in and say, "You'll never lose the signal on our network" -- blatantly untrue, but it doesn't matter. When you're disrupting a market, remember that what seem trivial is in fact hugely important when you're fighting huge well-established competition :)