I dont know about other peoples SLA's but seeing as you're hinging on my simplified description my SLA provides 100% uninterrupted transit to the Internet and 100% uninterrupted electricity so if the power goes out it is still 'their fault' but if I rm -rf / it is my fault.

I am not a lawyer or a PHB but I run a small business that has customers that pay for a service so if that service goes down I look bad and they are upset.