A Service Level Agreement, also known as an "SLA", usually covers three topics:
In many cases, the provider will create a credit system to compensate customers and users for downtime more than a specified amount.
For example, the Service Level Agreement might state that if the Services are available for less than 99.5% of the time over the period of a month, the provider will subtract 5% from the fees it charges for that month.
Keep in mind that 99.5% uptime over a month means that the product must not have downtime for longer than 3.72 hours.
There might be a sliding scale, so that fee discounts will increase as service levels get worse.