It is thirty minutes before registration opens. Staff stand at the desk with lanyards in hand, and the attendee lookup screen will not load. The organizer calls support and says what many of us would say: the contract promised 99.9% uptime. Surely this will be fixed at once. Perhaps it will. Perhaps it was never promised.
An event software SLA is easy to treat as reassurance and hard to read as an operating document. This article reads it the second way. Using one fictional outage, it shows which clause decides what an organizer can expect, before anything fails.