As someone who deals all day long with projects that seem to have some kind of death wish, I tend to be pretty patient and understanding when it comes to periodic downtime and crashes. The folks I work for are somewhat the opposite. Sites go down for more than two or three attempts to refresh and my phone is ringing or they're in my space. I always say "give it five minutes and it'll probably be back". If it goes beyond that, I say "give it five more", but by then they're already starting to freak out and looking at me like I'm supposed to do something.
So, how long is it reasonable to wait before going the support route?
Also, behind the scenes, are the people running the servers almost always aware of a regular problem? Like, is there a screen or a panel that lights up and says "server X is freaking out"? I always assume that if the server just isn't coming up, it will be back in five or 10 minutes because someone is probably already working on it. Am I right, or should I share my company's sense of hyper urgency? (We aren't dealing with a bank or weapon's system.)