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The Critical Importance of SLAs for Internet Connectivity

For modern businesses, internet connectivity is absolutely vital. A disruption in internet access can bring operations to a standstill – preventing employee communication and collaboration, blocking access to cloud applications and services, and cutting off e-commerce revenue streams. 


That’s why service level agreements (SLAs) are so crucial when purchasing dedicated internet access or leased line services. HM Network have been providing mission critical connectivity to organisations accoss the UK for over 10 years and know first hand how important this is.


An SLA contractually defines the minimum uptime and performance levels a provider commits to delivering. It establishes metrics around availability, packet delivery, latency, jitter and more. Crucially, it also specifies what credits or compensation the customer receives if those metrics are not met.. If any at all.

The Difference 100% Uptime SLA Makes

At HM Network, we understand how critical internet connectivity is, which is why we offer BTnet Internet Access with an industry-leading 100% uptime SLA. That means we do not expect any downtime on your dedicated internet circuit – if there is an outage, the service level guarantee ensures you receive compensation.


Many providers try to build wiggle room into their SLAs by committing to uptime levels like 99.999% or even just 99.5%.

While those may sound close to perfect uptime, the reality is quite different:


99.999% Uptime

  • Allows for just around 5 minutes of downtime per year
  • Over 3 years, that’s nearly 16 minutes of potential outages


99.5% Uptime

  • Allows for 1.8 days of downtime per year
  • Over 3 years, that’s 5.4 days of potential outages the provider has contractually accepted


For mission-critical operations and applications, even minutes of downtime can be extremely disruptive and costly. A 100% uptime SLA ensures you have contractual assurances and compensation if there are any interruptions to your vital internet connectivity.

More Than Just Uptime

In addition to uptime commitments, a strong SLA should cover other key performance indicators (KPIs) like:

  • Packet delivery ratios
  • Network latency and jitter
  • Mean time to repair
  • Scheduled maintenance windows


These metrics are essential for real-time applications like VoIP, video conferencing, backups and replication that are sensitive to packet loss, latency and jitter. Comprehensive SLAs give you contractual recourse if the underlying network does not meet the performance required to run your critical apps and workloads.

Service Advantage

When uptime and performance matter most, you can rely on BTnet Internet Access and its rigorous, market-leading SLAs.

Contact HM Network today to learn more about how the highly resilient network and dedicated internet access solutions we offer can help your organisation.

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