SLAs should be standard for any paid service, especially on the enterprise side, but also on the consumer side. Being immature as a company does not excuse a lack of service delivery.
Not every customer, even a paying customer, demands reliability at a particular level. Market segmentation tends to address those situations: pay more, get more.
Users on $200 plan complaining, already at max level of subscription, I don't think a $200 subscription should make you feel like you are getting unfair advantage. Like restricting claude -p to API ... after I paid so much? Moderate use should not do that. I am not running it batch mode on a million inputs.
They can be held to account when they fail to deliver what they promise! But what is promised for delivery is what's in the Terms of Service (i.e. the agreement). Nothing more. If it's not in there, you can't hold them to account for it.
> It's too easy for companies to fail to provide their service as long as they never promise to provide their service.
I don't even know what this means. You can't make anyone work for free, nor dictate the terms of what kind of work someone will do without their consent. I assume you are not pro-slavery.