Nice catch on the working -- customer is indeed more accurate than user. For outage handling: we strive to keep up 99.9 plus up time, and in the case of a drop

Nice catch on the working -- customer is indeed more accurate than user. For outage handling: we strive to keep up 99.9 plus up time, and in the case of a dropped call, the agent would hang up if using phone, and might have different error handling in web depending on how customer handles it.