When hosting buyers see 99.95% uptime guarantee, they think “great, that’s what I need”.
In reality, the contract says there is a penalty for not reaching that level. Its generally 10% of that months contract.
So if you have revenues of say $50 million p.a., and pay for hosting for say $2,000 month. If the hosting company does outage your service, they will rebate you $200. Do you think that will help in any way to alleviate your woes ? unlikely.
The contract often says, even on an 8 hour outage, that you get 50% of the current month refunded.
The contract even says, they are not in breach, and you are expected to continue the contract for the period.
So at the end of the day, the SLA and contract protects your provider, not you.
At brand protector, the contract protects all of us, including the agency and your client.