Please note that no service provider has 100% long-term availability. They may be awake for a few months, but sooner or later there is always something going on. There are too many things that can go wrong. If you want to comment on the diagrams, I created them in Lucid Chart and created a multi-purpose link, remember that anyone can edit it, so you might want to create a copy of the pages to make comments. Host 5 – Offer a 100% uptime guarantee! Now it`s that interesting guy! If your site with host 5 is down for more than ten minutes in a row (which allows for normal system reboots), you`ll be credited with 25% of your bill! As with others, you need to submit documents stating that you have lost your website for more than ten minutes and you need to be able to check with their logs. Here`s the fine print – “No more than two failures per month can be credited.” DOH! The ability to achieve positive results after IT outages (yes, they can improve the customer-vendor relationship!) depends on your company`s most important insurance, the Service Level Agreement or SLA. Service level agreements are contracts describing how a service is provided to a customer who became popular in the telecommunications industry decades ago. With the advent of cloud-based providers – and the fact that more than 90% of companies use the cloud – the importance of IMS has multiplied. They are so important because in the event of a failure or failure, a realistic and clear SLA for a service provider can make the difference between retaining a customer and losing a customer. and for the client, it forms the basis of a relationship of trust in relation to a function that is crucial to his business. A service level agreement is a binding agreement – usually initiated by the vendor – that sets expectations, timelines, and priorities for the services or applications that an IT company makes available to its customer, defines acceptable parameters for the continuous and efficient delivery of the same services or applications, and additionally provides for some form of SLA reporting. . .