Partner Site Down?

Since KH is renting a datacenter, I'm wondering how do you manage disasters (e.g. server not responding, hardware problem) within the datacenter? Do you contact directly the personnel in Tierpoint to fix the problem, or you have your own hired personnel that is physically within the datacenter for faster response ?

Because with my experience before with Hostgator, since they do not own the datacenter, fixing problems seem to require some sort of remote control, or via ticketing system on the datacenter, thereby slowing the response time.