I must say.. There are zero reasons why I should contact that vendor again.
In an outage, your network goes down, vendor is not in any way or form useful at all.
Unless - the uptime monitoring is done OUT OF the vendors network. I pay a few bucks a month and in case thier network is down. I get a phone call at 3 am.
And, unless there is a documented escalation procedure, with the contact information and SLA's.
What determines how quickly the issue is fixed, is nothing else than uptime monitoring on a different network.
And documented, SLA's
SLA = Service Level Agreement, this is part of your contract.
And your support contract that is available on their side of the table.
