[toomuchtodo]

> No service can guarantee 99.999999%

Don't advertise it if you can't offer it then.

> If you think those nines include software upgrades, you are probably over optimistic.

If you advertise a product with a specific SLA, and you can't meet that SLA, you're a liar. Don't try to blame the victim because of inaccurate/untruthful marketing or engineering.

[antod]

SLAs are just contractual thresholds for getting some specified redress if not met. They are not promises.

Not meeting a SLA is not lying.

[toomuchtodo]

I used SLA to communicate an advertised/marketed level of service. In this case, I agree, that SLA is the wrong term as there is no contractual agreement.

[yeukhon]

Maybe you are the one who needs to understand their SLA and fine print.