This got me thinking with the recent incident of the host going down for almost a full day as many customers were indeed angry enough to immediately find new places to host their site. At the same time there were a lot of long-time customers who expressed they never seen anything like this before and that people simply need to be calm. Then a fascinating comment came up where a person was expressing how they were like a small business that is treating this business like a hobby as opposed to seriously investing into its structure and resources to make sure items like these do not happen.
That was an interesting way of putting it. Although I personally see it as they are a small business who charges and makes enough to live a comfortable lifestyle. So as a result there is no need to try and be the best in the industry as it is mostly about maintain what they have built. Like a small convenience store in the neighborhood that is just happy to be able to make a living versus trying to cater to the mass.
The only reason in this case where I would say that may be an error is because the host advertises itself as a professional solution. In that sense people will expect the same industry standard with what larger corporations would offer. I could imagine if they instead just advertised themselves as a bunch of honest guys trying to offer an alternative then people would know exactly what they are signing up for per se. But if you label your services as professional which even the best can trust then you have to invest in the resources to constantly innovate as well in my opinion.