This is a contractual SLA, which is certainly not the same thing as legal liability, and your contract might (obviously I haven't seen it) shield yourself from

This is a contractual SLA, which is certainly not the same thing as legal liability, and your contract might (obviously I haven't seen it) shield yourself from financial liability on top of your lack of legal liability. (Saying that you will respond within one hour is not the same thing as saying that they can sue you for every hour you're down.)