Originally Posted by felosi
You have to have an uptime guarantee. How you setup your SLA is what can cause issues though.
It is advisable for hosts to have an Uptime Guarantee and SLA, but their is nothing saying a host has to have these.
I have seen hosts without these. Sometimes we dont wait for clients to contact us through SLA, if we find an issue that effected all accounts then depending on the issue we will inform clients of this and then give them a credit without them asking. This show to our clients we care and are proactively monitoring our servers.