When investing in a leased line, we know you expect high-speed, reliable, and uninterrupted connectivity, and the key to ensuring this level of service is a strong Service Level Agreement (SLA).
But what exactly should you look for in a leased line SLA, and how can you ensure maximum uptime?
Our guide breaks down the critical SLA factors every UK business should consider before choosing a provider.
What Is a Leased Line SLA?
An SLA is a contractual guarantee from the leased line provider that defines:
✔ Uptime guarantees (e.g., 99.99% availability).
✔ Fault resolution times (e.g., 4-hour response time).
✔ Compensation for downtime (service credits or refunds).
✔ Technical support availability (24/7 or business hours only).
SLA Factors to Consider
Make sure you have an uptime guarantee
Uptime is the percentage of time the leased line is expected to be operational, and the industry standard is 99.99% uptime, meaning downtime should not exceed 52 minutes 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 |
Leased Line SLA Fault Resolution & Response Times
A good SLA should specify:
- Response time: How quickly the provider acknowledges the issue.
- Resolution time: The time taken to fix the problem.
| Priority level | Response time | Resolution time |
| Critical outage | 15-30 minutes | 4-6 hours |
| Major disruption | 30-60 minutes | 6-12 hours |
| Minor issues | 1-2 hours | 12-24 hours |
Leased Line SLA Compensation & Service Credits
If the provider fails to meet uptime guarantees, the SLA should outline compensation policies so check for the following:
✔ Service credits – Refunds based on downtime duration.
✔ Escalation processes – Steps to resolve disputes over downtime.
✔ Automatic refunds – Some providers apply compensation without needing claims.
📌 OUr top tip: Ensure the SLA clearly states compensation terms to hold providers accountable!
Support Availability & Escalation Procedures
24/7 support is essential for businesses operating outside normal hours. Look for:
- 24/7 technical support with direct access to engineers.
- Multi-channel support (phone, email, live chat).
- Escalation procedures for unresolved issues.
📌 OUr top tip: We suggest avoiding any providers with limited support hours, as downtime can severely impact operations.
Comparing UK Leased Line SLA Agreements
| Provider | Uptime SLA | Resolution Time | 24/7 Support | Compensation |
| 99.995% | 5 hours | Yes | Service credits |
| 99.99% | 6 hours | Yes | Partial refund on downtime |
| 99.99% | 4-6 hours | Yes | Up to 100% service credit |
 TalkTalk Business | 99.95% | 8 hours | No (business hours only) | Limited service credits |
| 99.999% | 4 hours | Yes | Full refund for SLA breaches |
Our top tip: Compare uptime guarantees, fault resolution times, and compensation policies before choosing a provider.
Questions to Ask Your Leased Line Provider
Before signing a contract, we recommend you ask these essential SLA-related questions to your new potential provider:
❓ 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?
Why a Strong Leased Line SLA Matters
Because having a robust SLA ensures:
✔ Minimal business disruptions from downtime.
✔ Guaranteed support when issues arise.
✔ Accountability from the provider.
✔ Compensation for service failures.
Choosing a leased line provider with a strong SLA ensures you get maximum uptime, fast fault resolution, and the best value for money!
📌 Our top tip: If a provider is vague about SLA terms, look elsewhere.
Our final thoughts on Leased Line SLA
A leased line SLA is one of the most important factors in selecting a provider and by reviewing uptime guarantees, fault resolution times, compensation policies, and support availability, businesses can ensure maximum reliability and minimal downtime.
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