Even if resolution times are equal, there is some comfort in being able to see the problem and make progress on it to feel like you're actively doing something. I work in a large enterprise and we have a team dedicated to managing critical incidents and getting everyone together for a resolution. When a 3rd party vendor is the reason for the outage, those calls are really awkward. It's a bunch of people sitting around pressing F5, all frantically trying to make it look like they are actively helping, when no one is actually doing anything, because they can't.
I equate it to driving. I'd rather be moving at a normal speed on side streets than sitting in traffic on the expressway, even if the expressway is technically faster.
I equate it to driving. I'd rather be moving at a normal speed on side streets than sitting in traffic on the expressway, even if the expressway is technically faster.