Excellent. Good work, Ben:
ah, the mighty service level agreement! the tooth and claw by which the wily customer brings the vendor to heel. get the SLA right and you, the customer, can sit back and relax, safe in the knowledge that should there be an outage, you are covered. your business is protected from harm by the warm, experienced embrace of a big, stable telco. pinch me, i must be dreaming.
go read the whole thing.