> A person can get sick or just wish to take a holiday for a couple of weeks. What happens when service goes down or I need customer support urgently?

I think the expectation of urgency should be put into perspective alongside the $10/year price tag, i.e. if you need someone to get out of bed in the middle of the night $10 is probably not enough incentive.

That said, any issues or questions I've had have been resolved way faster than I experienced with Fastmail.