Are there any minimum service levels that SL aspires to?

I've been playing this game for a while now, and the number of times the grid is down is getting a bit beyond simply annoying. Are there any goals for uptime and policies for refunds when you do not achive those goals?

I have been to movie theatres when the power went out, and they gave everyone a coupon for a couple free movies. I have seen airlines offier at least token compenation when they could not get a flight going (coupons for free drinks, or a snack, or something). Particularly for people who own one or more sims and look at monthly tier fees at or above business-class DSL/cable modem charges (which DO include some sort of uptime goal and refunds) the service level here leaves something to be desired.

There's an analogy I use when things like this happen, Pixeleen: say you had a piece of graph paper in front of you, and you had to mark four of the squares black. It'd "taint" the sheet, but where would you put them? Far apart (perhaps to make them less apparent?), or in a clump together? This is sometimes referred via "stuck pixels policies" by LCD manufacturers.

That being said, it's generally considered more tolerable to have unintentional downtime spaced far apart, instead of "every week" as some have said. Nevertheless, things happen which we don't have control over, but we can control is our reaction speed and what we can learn. Indeed, the grid would have been down for longer if lessons from previous encounters hadn't been applied. I will say that much.

We do have a policy for downtime!
We aspire to do our best.