> Just because people pay for things doesn't mean they know or understand what they are paying for.

I believe, respectfully, that’s precisely what is happening in this thread because you keep complaining about the absence of an SLA that was never in the agreement, as though it is—or is supposed to be—there, and therefore the existence of some “rights” that would flow from that.

There are no SLAs, in any agreement, thats the problem.