When technology fails us, or something doesn’t work properly, it’s easier than it’s ever been for us to find fault with our service providers. Let’s face it – it only takes a wireless router to drop out for thirty seconds, or a website to fail to load when we want it to for the modern customer to tweet, email or place a call to point the finger and demand that something must be done to rectify the situation. But what about when you are the service provider responsible for the outage?