What most engineers fail to understand is that when you calculate true reliability of a service you should factor in all such incidents. Most people are somehow

What most engineers fail to understand is that when you calculate true reliability of a service you should factor in all such incidents. Most people are somehow convinced that outages due to billing issues "don't count". Service outages due to overzealous automated enforcement of some security rule do not count. Being banned from a service because of your politics doesn't count. The end result, however, is the same - your service is down.