Leased Line SLAs: What to Look for to Ensure 99.99% Uptime

When you invest in a leased line, you expect high-speed, uninterrupted connectivity. But the reality is, ensuring 99.99% uptime depends on the SLA provided by your internet service provider (or ISP).

A leased line SLA outlines the guaranteed uptime, response times, fault resolution, and compensation policies if service disruptions occur. But what should businesses look for in an SLA to ensure maximum reliability?

Today’s guide explains key SLA factors, how to compare providers, and how to negotiate the best contract for business continuity.

What Is a Leased Line SLA?

A Service Level Agreement (SLA) is a contract between you (or your business) and your leased line provider, and it guarantees:
✔ Uptime percentage (e.g., 99.99% reliability).

✔ Fault resolution times (e.g., 4-hour fix guarantee).

✔ Compensation for downtime (e.g., service credits).

✔ 24/7 technical support availability.

📌 What do we think? We think that a strong SLA ensures fast issue resolution and minimal disruption!

SLA Factors to Ensure 99.99% Uptime

Uptime guarantees define how much downtime a business may experience per year.

Uptime guarantee	Maximum downtime per year
99.9% (Three Nines)	~8 hours 45 minutes
99.95%	~4 hours 23 minutes
99.99% (Four Nines)	~52 minutes
99.999% (Five Nines)	~5 minutes

Fault resolution & response times

We know that a reliable SLA guarantees quick response and resolution times – like the following:

Priority level	Response times	Resolution times
Critical outage	15-30 minutes	4-6 hours
Major disruption	30-60 minutes	6-12 hours
Minor issues	1-2 hours	12-24 hours0

Compensation/service credits

If the provider fails to meet SLA commitments, businesses should receive compensation.

✔ Service credits – Refunds based on downtime duration.

✔ Escalation procedures – Defined process for unresolved issues.

✔ Automatic compensation – Some providers offer credits without requiring a claim.

📌 What do we think? We think that you should look for proactive compensation policies to hold providers accountable.

24/7 support & technical assistance

Having round-the-clock support is essential for businesses operating beyond standard hours.

✔ 24/7 technical support with direct engineer access.

✔ Multi-channel support (phone, email, live chat).

✔ Fast escalation procedures for unresolved issues.

📌 What do we think? We think you should try to avoid providers that only offer support during business hours.

Comparing UK Leased Line SLAs

Provider	Uptime SLA	Resolution Time	24/7 Support	Compensation
BT Business	99.995%	5 hours	Yes	Service credits
Virgin Media	99.99%	6 hours	Yes	Partial refund on downtime
Vodafone	99.99%	4-6 hours	Yes	Up to 100% service credit
TalkTalk Business	99.95%	8 hours	No (business hours only)	Limited service credits
Colt Technology Services	99.999%	4 hours	Yes	Full refund for SLA breaches

What do we think? We think you should always compare uptime guarantees, fault resolution times, and compensation policies before choosing a provider.

Questions to Ask Your Leased Line Provider

Before signing an SLA, ask:

❓ What is the guaranteed uptime percentage?

❓ How quickly do you resolve faults?

❓ Is 24/7 support included?

❓ What compensation is provided for downtime?

❓ What are the escalation procedures for unresolved issues?

What do we think? We think that if a provider is vague about SLA terms, consider looking elsewhere.

Why a Strong SLA Matters

A robust SLA ensures:
✔ Minimal business disruptions from downtime.

✔ Guaranteed support when issues arise.

✔ Accountability from the provider.

✔ Compensation for service failures.

We think it’s imperative to choose a leased line provider with a strong SLA ensures so you can get maximum uptime, fast fault resolution, and the best value for money.

Final thoughts on Leased Line SLAS

We think that leased line SLA is without a doubt one of the most important factors in selecting a provider! You should always spend a bit of time reviewing uptime guarantees, fault resolution times, compensation policies, and support availability, – you will thank yourself (and your wallet) whilst ensuring you get maximum reliability and minimal downtime.