If you can calculate what it cost them, like if you do data exchange, what is the per page rate, what is their typical volume at the time of the outage. So you

If you can calculate what it cost them, like if you do data exchange, what is the per page rate, what is their typical volume at the time of the outage. So you breach the SLA by an hour, they normally send 100 pages in that time, at 3 cents a page. Total loss would be $3. If the pages were delayed 15 to 30 minutes, or the next day, and that is within their SLA for their recipients, no real impact. Or if this put their employees out of work for 1/2 a day, average that out. If you can control the customer and understand their impact you may be able to avoid lawyers, but if they push lawyer up.