The problem here is there's no strong incentive for the support to get better. A dedicated service management company is competing to provide the best value for

The problem here is there's no strong incentive for the support to get better. A dedicated service management company is competing to provide the best value for service, whereas the colo people are already making money off the building, so poor service isn't going to break them. Generally speaking, people go with colo support to simplify billing and whatnot, or have hands on gear in a matter of minutes (rather than paying your own dude to sit in your cage, if you have a cage).