It isn't about notification nor SLA. It is about making your customers feel at ease, giving your team less work and lowering your costs.
If my VPS is down and my hosting provider do not aknowledge it, it is only logical that I will have myself to create a ticket. As a customer I get both anxious and lose time. On the provider's end, now they have an open ticket that they have to read, possibly connect with another employee than the one that provides 1st level support and give me a proper answer.
An automated ticket that would probably be semi-automatically closed too is best for both of us.
For notification purposes there are excellent services (uptimerobot, pingdom, monitor.us). SLA would be nice to have but most good lower cost VPS providers usually are over 99.9%, which is nice except the occasional outlier.
If my VPS is down and my hosting provider do not aknowledge it, it is only logical that I will have myself to create a ticket. As a customer I get both anxious and lose time. On the provider's end, now they have an open ticket that they have to read, possibly connect with another employee than the one that provides 1st level support and give me a proper answer. An automated ticket that would probably be semi-automatically closed too is best for both of us.
For notification purposes there are excellent services (uptimerobot, pingdom, monitor.us). SLA would be nice to have but most good lower cost VPS providers usually are over 99.9%, which is nice except the occasional outlier.