Nobody claims they will give you 100% uptime. The service level agreement is at 100%, that just means that the service should be up 100%; when it isn't, you get

Nobody claims they will give you 100% uptime. The service level agreement is at 100%, that just means that the service should be up 100%; when it isn't, you get compensated. They're saying that any percentage of downtime (modulo time limits) is bad, not that it won't happen.