The period during which the service is not operating or not accessible.
Downtime is the period during which a service is not operational, used to calculate uptime and determine violations of commitments.
The definition of Downtime in a Contract matters more than the number itself. Clarify: from when (when monitoring systems detect it, or when the Customer reports it), measured from where, and what is excluded.
Commonly excluded cases: scheduled maintenance with prior notice, link incidents from the customer's network provider, denial-of-service attacks, configuration operations performed by the customer, usage exceeding technical specifications, and errors in the customer's source code.
