It's this last part that can get sticky. The SunTone program gives you the policies and best practices you need to deliver the service levels your customers require. Even though you might rely on a number of other hosts and outsourcers, you are your customers' sole provider. If a problem develops, resist the urge to pass the buck, even if downtime is legitimately not your fault. After all, one of the attractions of the ASP model is relieving companies of the burden of dealing with numerous vendors.
Companies naturally worry about uptime, but there's an easy way to turn that fear inside out.
Then make sure it's an argument you back up. Obviously I've just scratched the surface here. Look for more on SLAs, the credibility gap, and other issues in the coming weeks and months. But I'd like to close by trying to turn another fear inside out. As the ASP industry shakes out and the hype dies down, there will be casualties.