Customers are faced with evaluating

SLAs from cloud providers define reliability using different terms $($uptime$,$ resilience, or availability$),$ cover different resources $($servers$,$ HVAC systems, data storage, customer support$),$ cover different periods $($hours$,$ days, years$),$ and use different guarantees $($response time versus resolution time$).$ SLA and measurement ambiguities leave the customer at risk.