It's a contract, you're free to negotiate?
If you agree to those terms knowing it's unrealistic, you're agreeing to give away your service for free.
If you agree to those terms knowing it's unrealistic, you're agreeing to give away your service for free.
Well, someone on the business side of the house is free to negotiate. Whether engineering learns about the contract before sales has inked a 6-nines availability guarantee varies wildly by the company
See also: selling features that don't exist and cost more to implement and maintain than the contract is worth.