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At least in the case with AWS, unfortunately there's business involved - because of their uptime guarantee, incidents that would be called downtime by a purely technical team are left as "operational" or "partly degraded". Otherwise, they might have to shell out millions or tens of millions.

You have to provide "your request logs that document the errors and corroborate your claimed outage" for the AWS Compute SLA https://aws.amazon.com/compute/sla/

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