Downtime is the interval from the moment the service is inoperable to the moment it is resumed. Downtime is prescribed in the service level agreement — SLA (Service Level Agreement). For example, if the SLA is 99%, downtime can be no more than 7.5 hours per month, if 99.9% — no more than 43.5 minutes per month.
Cloud infrastructure for rent
The service provider is financially responsible for violating the terms of service restoration prescribed in the SLA. The exceptions are those periods of time when the following occurred:
— malfunction of communication channels and equipment that are outside the provider’s area of responsibility
— failure of the service due to the operation of the client application, which the provider did not control
— violation of the terms of use of the service
— planned downtime as part of the changes that were previously agreed with the client
— force majeure