We get involved in less than 1% of transactions.  The only reason for any involvement was a rash of communications issues from a small number of providers which have since been resolved.   Most of it was the expected vacations, emergencies etc.  So neither support or I are posting from the rented and down report any longer we are now responding via email to providers when multiple tickets are opened.

Overall providers do a fantastic job of running their own business through leaserig.   We have no intention of getting involved beyond working with providers and customers when support tickets are put in.      The majority of support tickets regarding downtime claims are redirected to the providers with no action needed on our part.   IE supports first reply to a downed rig ticket or refund request is to direct them to the providers feedback page and contact information which resolves a large majority of tickets.

I agree with you that we should remain un-involved so long as customers can feel safe working with providers.   Once the onsite feedback engine is complete there will be very little reason for any third party involvement.

All of the above also goes to one of the bigger planned features of customized provider portals so you can remove the leaserig brand and insert your own.  An API would be nice so users like gsupp (http://scryptery.com/) can rent out rigs directly from their own website using the leaserig API.   This is a ways off.   The customization of the provider admin panels are more near term.  This would give providers a much better ability to control their own business.  I know dev will kill me for saying it but something like miaviator.leaserig.net or leaserig.net/miaviator with my own unicorn branded portal for customers (*same for any other provider)