Just suffered my first app down for a few hours after 460+ days of uptime. The cause was SSD read errors, which trigger ext4 journaling errors and Linux turn fs into read only mode. From that point on the app failed because logging api failed.
Just curious, does your SLA cover such outage case? My service provide said everything is normal from their POV which is kind of true.
If I've understood your situation correctly - then yes, this would be an issue that is covered by our SLA. Our customer data is actually hosted on two separate storage backends for issues like failing disk drives.
Our approach on this is that when we offer a service to you, you should not be worried about how the physical equipment functions - it should just work. Hence all issues on that front would be our responsibility. Glad to talk more on this if you're interested. My contact details can be found on our company website.
Just curious, does your SLA cover such outage case? My service provide said everything is normal from their POV which is kind of true.