system , method and program product for monitoring a computer program or database maintained by a service provider for a customer . a multiplicity of failures of the computer program or data base during a reporting interval are identified . the times of the multiplicity of failures are compared to one or more scheduled maintenance windows . a determination is made that at least one of the multiplicity of failures occurred during the one or more scheduled maintenance windows . a determination is also made that the customer was responsible for at least another one of the multiplicity of failures . a determination is made that the service provider was responsible for a plurality of the failures not including the at least one failure occurring during the one or more scheduled maintenance windows and the at least another one failure for which the customer was responsible . a determination is made whether the service provider complied with a service level agreement based on the plurality of the outages . this may be based on a percent time each reporting interval that the computer program had failed based on durations of the plurality of failures . the computer program may need information from another computer program or other database to function normally . if this other computer program or other database failed during the reporting interval , and the customer was responsible for the failure of the other computer program or other database , the service provider is not charged for the failure of the first said computer program . a determination is made as to a monetary cost to a business of the customer for the plurality of said failures .