Service level agreement

Uptime targets, MTTR commitments, and service credit math. Effective March 1, 2024.

Uptime targets by plan

Plan tier	Uptime target	Measurement window
Residential Fiber / Cable / DSL	Best effort	—
Business 200 / 500 / Gig	99.9% (43m / month)	Calendar month
Dedicated Internet Access	99.99% (4m 22s / month)	Calendar month

Mean time to repair (MTTR)

Plan tier	Priority 1	Priority 2
Business 200 / 500 / Gig	≤ 4 hours	≤ 24 hours
Dedicated Internet Access	≤ 2 hours	≤ 8 hours

Service credits

If we miss an uptime target in a calendar month, we credit your account automatically. No need to file a claim. Credits are calculated as a percentage of the monthly service fee.

Monthly uptime	Business credit	DIA credit
99.9% – 99.99%	—	5%
99.0% – 99.9%	5%	10%
95.0% – 99.0%	10%	25%
< 95.0%	25%	50%

Credits are capped at 50% of the monthly service fee per month.

Exclusions

Planned maintenance windows announced at least 5 days in advance.
Force majeure (natural disasters, government action, third-party fiber cuts caused by acts of war).
Issues caused by customer-provided equipment or local power loss.
Outages caused by misuse of the service or violations of the AUP.

How to file a claim

Most credits are automatic. If you believe a credit is missing, contact support within 30 days of the end of the affected month with the incident ID from outage history.

Related: Terms, AUP, outage history, live status.