My experience is that customers don't really care that much about small amounts of downtime no matter what size you are, people mostly get that unexpected stuff happens as long as you don't get hacked or misplace their data. Customers might complain a bit but seldom leave because of a few hours downtime.
This seems to mostly hold true to developers also, GitHub manages to survive just fine after all.
Depends on your service. 20 second downtime on loading HN? Nobody cares. 20 second downtime on the last play of the Super Bowl - big problems.
For most internet consumers we’re accustomed to poor service so if a page doesn’t load we’ll assume it’s a local problem and try again 20 seconds later, same with buffering, it’s just something that happens occasionally. This is increasing the case for phone calls too. Legacy live tv and radio going silent though is still a major issue, especially on live events.
Sure, but now you're talking about sites with completely different service level objectives, and conversely, different budgets for their hosting. The problem here, to play off of your analogy, is that Netlify is treating every customer, many with SLOs likely less strict than HN as if they are the Super Bowl. This is an assumption that, according to the most recent policy discoverable by looking through their forum posts, is a constraint of their platform, and something they tout as a feature, not a bug.
When users expressed concerns for a similar scenario that the OP experienced on their community forum, Netlify's staff responded with "how likely is this, really?" Only has to happen once to put someone in significant financial harm.
This seems to mostly hold true to developers also, GitHub manages to survive just fine after all.