Pay for Play
{ You???ve entered a magical and wonderful world, and this is before you???ve even pulled out your wallet to pay for admission. } Yes, but with the expectation that you ARE going to pay. Spending a week in Disney's parking lot is not nearly as fun as walking down Main Street USA.
The truth is that most "business users" do not pay for IT services. There are few effective chargeback models in place. Therefore, IT is a cost center paid out of a general fund. It's treated like overhead; like lighting, HVAC and plumbing.
The fact is that IT is not as simple, clear-cut or robust as your average HVAC, electrical distribution or plumbing system.
People do not bring their own toilets to work; then throw tantrums when the building's physical plant management won't install them. When employees are told they can't have their own coffee pots or toaster-ovens at their desk due to building and fire codes, they may grumble, but they don't revolt.
IT has to constantly justify its headcount and demonstrate that IT is delivering on its responsibilities. The primary reason to have a helpdesk ticketing system is to demonstrate the number of problems generated and the number of problems solved: both data points used to justify additional headcount, training and resource requests.
If you want top-shelf service, there is going to be a top-shelf cost. If you want service at no cost, you are going to have to live within the parameters that IT can commit to or has been forced to commit to.
With your experience with your cloud/hosting provider: if you don't like their service, don't use it. It's that simple.
