In all fairness that outage was due to a subsea cable break and those require both specialized equipment and time to get the equipment on-site.
... and it's a really good example of getting what you pay for. I really do not think the islanders are paying Centurylink enough to be able to fix subsea cable faults with a 4 hour lead time.
That being said Centrylink's lack of redundancy and fallover links is another matter.
Well, you can outsource the NOC, but no amount of remote handwaving is going to help when you need hands on-site. In the end you get what you pay for.