If you don't have an uptime SLA, there is nothing that you have to do
for them. Just use your best judgement when it comes to certain
situations and ask yourself is it fair to compensate for extended periods of
downtime such as from drive failures even if you don't have an uptime
SLA. Remember, take care of your clients and they will in turn take care
of you.
If your reseller provider have an uptime SLA then you can ask for
compensation which you can pass along to your clients. I will say uptime
guarantees are shady so be very careful about what is promised and read it
very carefully. You'll be surprised at what isn't part of the
guarantee.
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