Thanks Dr Qwerty90 (non-employee).
I'd have thought though, in my experience running IT stuff, it would be deemed a sev1 as a non-working application where customers are paying their hard earned money expecting a service (a critical service being protecting my family from the entire internet - which as a reminder, OpenDNS does very well, for FREE), and just get on it 24-freakin-7 and sort it out ... no?