When I pay for compute on AWS, I get an SLA with guarantees. Why are citizens afforded any less?
All it says is that if they fail to deliver service, with a bunch of exclusions that make it very unlikely they will ever do so, then you get to not pay for that service that you didn't get.
I think the meat of their argument was that they have weaseled it in such a way that you're not getting what you expect unless you read all the fine print. Then it turns out you get basically nothing. From that point it's not a stretch to say the situation has not improved when compared to consumers: They also get nothing.