Updated October 2026 · For businesses comparing internet contracts
A service level agreement (SLA) is the provider’s written promise about how its service will perform and what happens when it does not. Many businesses sign without reading it. Knowing what to look for helps you compare providers fairly and protects your operations.
- An SLA defines uptime, performance and repair commitments.
- Credits are only meaningful if they are easy to claim.
- Exclusions can make a strong-looking SLA weak.
- An SLA does not replace a backup connection.
What an SLA Should Cover
| Item | What to look for |
|---|---|
| Uptime | Typically 99.9% or higher, measured monthly |
| Latency and packet loss | Stated targets for performance |
| Repair time | How fast outages are fixed |
| Support | 24/7 contact and escalation |
| Credits | Clear amounts and simple claims |
Understanding Uptime Numbers
| Uptime | Allowed downtime per month |
|---|---|
| 99.0% | About 7 hours |
| 99.9% | About 43 minutes |
| 99.99% | About 4 minutes |
Small differences in percentages mean big differences in real downtime.
Read the Exclusions
- Planned maintenance windows.
- Problems with customer equipment.
- Outages caused by third parties or construction.
- Force majeure events.
Why You Still Need Backup
Credits do not replace lost sales. A diverse backup internet connection keeps you online while the provider fixes the primary line.
How SLAs Differ Between Service Types
| Service | Typical SLA |
|---|---|
| Consumer or small business broadband | Often none |
| Business cable or fiber | Basic uptime terms |
| Dedicated internet access | Strong uptime, repair and latency terms |
Tracking Your Provider’s Performance
Keep a simple log of outages and slowdowns with dates and times, and ask your provider for monthly performance reports if they offer them. Independent monitoring of your connection gives you evidence when claiming credits and helps you decide whether a provider is meeting its commitments.
Questions to Ask Before Signing
- What uptime is guaranteed, and how is it measured?
- How quickly are outages repaired?
- How are credits claimed?
- What is excluded?
- Who answers support calls?
Frequently Asked Questions
What is a good uptime SLA for business internet?
99.9% or higher is common for business service; dedicated services often offer 99.99%.
Do SLA credits cover lost revenue?
Usually not. Credits are typically a portion of the monthly fee.
Does an SLA guarantee no outages?
No. It defines targets and remedies; backup internet is still recommended.
