the thing is that it makes sense when you are small, and it's one of the hardest and riskiest things to change, so it's a decision that stays with you.

And to be completely honest, it isn't that bad, you get a phone you can call 24/7. Of course mistakes happen and staff can't always help, but it's more like a 99.9% vs 99.99% quality thing when comparing to other providers like AWS or CloudFlare.