An enterprise client of a cloud vendor will have dedicated account technicians - response time is extremely fast (minutes or hours). Perhaps things have improve

An enterprise client of a cloud vendor will have dedicated account technicians - response time is extremely fast (minutes or hours). Perhaps things have improved compared to some of the other comments here. The other consideration is that things generally don't just 'go down' like they do with bare metal (because HA - replication and so on), but if they do, it's likely affecting a large portion of the internet too.