SCG unhelpful

We pay for Prosupport Plus with 4 hour onsite service.  If I have a hardware failure on a Sunday at 5 a.m., and the related case opened by SCG is assigned to a technician 27 hours later, then it can't be relied on, and manually setting up alerts for myself as I've always done, and manually creating support requests as I've always done seem to be the only reliable way to correct hardware issues.