This can be complicated, though. I work for a large CDN, and we have systems that monitor our customer experience. Almost every issue those systems discover, however, end up being issues with a customer's origin or configuration. We ended up having to change our procedures on how we responded to issues we discovered because all of our support time was spent checking these issues, and realizing they were outside our control.
There is always two sides to these sorts of things.
There is always two sides to these sorts of things.