I imagine the expectation is that the company obviously needs to know how to perform regular hardware maintenance, but the hypervisor/orchestration layer should be so well integrated that it doesn't require an expert team to operate (like you would need with a self-hosted Kubernetes cluster, which is notoriously difficult to understand and operate in production).

If that illusion breaks and you need to get into the weeds in the same way you do with self-hosted k8s, then the value proposition of their product goes poof. I'm just speculating, of course.