In the IT world, the battle for four or five "9's" (99.999% uptime) of reliability is an age-old battle, but as...
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a customer, you should demand the highest reliability factor possible, for the best price possible. 99.99% uptime (not including scheduled downtime and maintenance windows) is achievable. SLA's should be built into the service contract you have with the provider -- this is an industry standard practice.
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