One critical factor in the administrative area is that of incident response. If your business is well organized, trained, and prepared for this event, each staff member has a role and knows what to do. If not, chaos often ensues, and can result in greater damage and more downtime. When determining whether a hosting company has sound policies and procedures, consider the following issues. A primary concern is protecting customer information.
Most online businesses store customer data in one form or another on a server.
If yours is one of them, you should ask whether the company in question has any practices or policies in place regarding handling confidential customer information. There should be safeguards to handle such information carefully, and any written policies should be available for review. You may value your customers and their privacy, but if your hosting company doesn't, you could find yourself in trouble somewhere down the line. An SLA gives you a means to enforce policies when they're broken. There's no correct answer here, but it might indicate experience.