Legal items. Alternatively: The cheat everyone else is using. 1) contractually provide a 100% SLA 2) the "benefit" you give the customer when you don't provid

Legal items. Alternatively: The cheat everyone else is using. 1) contractually provide a 100% SLA 2) the "benefit" you give the customer when you don't provide 100% of uptime for a given period is 10% price reduction for that period only 3) To add insult to injury, make the period a day or even an hour. 4) Downtime is only downtime after reception of an email from the designated customer contact, and only if it wasn't resolved at the time they actually noticed. That customer contact must be a person, ready and able (legally allowed) to answer questions and make choices. This is how a lot of ISPs are doing it. Amazing how many people consider this a 100% SLA. Then the ISP is down for weeks, and then they get to pay $50 less on a $5000 bill ...