The thing about doing real IT is that you don't know exactly how long something will be down. First you have to be notified that it's down, diagnose the problem, come up with various fix suggestions, and then each one of those will take X amount of time if things go well. Instead of trying to give a time, you update the status every N, where N is some period of time. For most of the SLAs that I've been involved with, this is anything from every hour to every four hours on operationally critical stuff.
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