Intentions are meaningless. If you're providing a service, (especially charging money for said service), you can't break it because "you're hard at work".
Apparently you can...because it is broken.
A few days of degraded service is frustrating, but their up-time has bought them a lot of credit in my book - especially considering what they do.
This is the real world. No service is magically infallible.
Are you a robot? Have some humanity...