Are you constantly being shuffled one from DBA resource to another? Does the next one up know anything about what his previous colleagues have done?
Do they know what they are doing? Are you told you will be called back one they are able to contact one of the experiences DBAs?
Do they call you back when they say they will?
Assigned DBA Practice
At ideametrics each client has an assigned, seasoned DBA. He may not have seen every issue before but he seen most of them. Even if it one that he has not seen, he has the logistic skills to troubleshoot and resolve the issue in an expeditious fashion.
He knows you by name. He knows the issue history. The primary DBA is backed up by a secondary and tertiary.