The SLA seems odd: - "Downtime" means more than a twenty percent Error Rate. Downtime is measured based on server side Error Rate. - "Error Rate" means

The SLA seems odd: - "Downtime" means more than a twenty percent Error Rate. Downtime is measured based on server side Error Rate. - "Error Rate" means the number of Valid Requests to open a connection that fail to open a connection, divided by the total number of Valid Requests during that period. So does a network outage not count as downtime?