In fairness Adrian, what else can Risco say with regards to up time of their cloud service.Non of them can guarantee 100%. Too many variables outside their control, but which they'll still be perceived responsible for.
Not even in house I.T. Dept's, yours included, promise 100%. And they are in control.
Firmware is also in your full control, recent history is hardly a ringing endorsement that gives bragging rights over others.