outages, quality monitoring, trouble tickets, etc

Everyone likes to portray

    > the image of having a 99.98% uptime whenever
    > possible, even though most folks realize
    > that it just plain isn't possible

Well, more importantly, what on earth does a number like
that mean?


Sorry, bad choice of words. Rather than uptime, availability would be the
proper word. Availability tends to be the amount of time the network is
"available" for the customer to receive their expected service (whether
guaranteed in writing or not), and for the customers expectation of how the
service will perform when it is considered "in-service" is met.