the service provider is bound to deliver all the requirements mentioned in the sla. if the web hosting service falls short of the terms of the sla (e.g., uptime), then you are entitled to compensation. this will help the provider to keep their focus on customer satisfaction and enhance their service quality accordingly if it fell short before. this is where the hosting company can clarify the exact service parameters to the customer and find out if it sits well with them. this lets the customers know exactly how long they have to wait before a representative of the provider replies.