Outages or service-affecting incidents are defined along with what the reporting and response process is if an outage occurs. For Network monitoring services, it is common to use percentage goals such as 99.99% network uptime for a year. Service availability includes database accessibility, data center resources, and network uptime. Additionally, Service Level Agreements may also consider scheduled maintenance and other known factors. Finally, your MSP will have a monitoring system to measure uptime and other metrics included in your SLA.
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