Follow up to that: Does anyone know if there are tools to help customers collect and submit data to their their vendors for SLA credits?

I’d like to add something like that to StatusGator but I’m unsure if there’s a market.

The linked terms say:

> "Downtime" means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.

Which is fantastic if the error causes the server side not to be able to log errors

It depends on the specific country's laws - in Germany you can not write anything you want into a contract and call it valid. In this case, you could still sue Google if according to industry standard definition it actually was an outage.

The same is true in the US but some people like to pretend contracts mean everything here.