If you are on AWS and AWS goes down, that's covered in the news as a bunch of billion dollar companies were also down. Customer probably gives you a pass.
Exactly - I've had clients say, "We'll pay for hot standbys in the same region, but not in another region. If an entire AWS region goes down, it'll be in the news, and our customers will understand, because we won't be their only service provider that goes down, and our clients might even be down themselves."
They measure uptime using averages of "if any part of a chain is even marginally working".
People experience downtime however as "if any part of a chain is degraded".
