Managed Hosting: 24/7 support for absolute emergencies...

Are these canned email replies to trouble tickets really necessary?

Most people would just think it's an emergency because their site is down -- it's just simply UNAVAILABLE!

But I guess if the help just isn't there, you're SOL...

Seems to me though if you're in a managed hosting situation, someone on their side should know your site is down before you call.

This automated response is to make you aware that the DBA team is one
of the few teams that does not operate 24/7. While we do
offer 24/7 support for absolute emergencies and "production down"
situations, any issue that is not deemed an emergency will be addressed
during normal business hours (M-F 8am-5pm CST). If you feel this issue
is indeed an emergency, please contact your support team as soon
as possible!

For guidance, emergencies are typically defined as:

MySQL
* Refusing Connections
* Not starting
* RHCS Cluster Failure beyond successful failover Oracle
* Node down
* Database down
* Critical errors in Alert log
* Critical errors in Listener log
* Database refusing connections
* System errors tied to an Oracle process
* Restore needed SQL Server
* Service Unavailable
* Database in suspect mode
* After restart for an unexpected Server Down (Blue screen of Death) or Instance Down
* Server refusing connections

If you are unsure then please call the support line and discuss this
with your support team.