Short answer
An SLA (Service Level Agreement) is the service commitment, such as uptime, response time and resolution targets, while MTTR (Mean Time to Repair or Restore) is the average time it actually takes to restore service after a fault. The SLA is the promise; MTTR shows how quickly recovery happens in practice.
In detail
The two work together. An availability target says how much downtime is acceptable over a period, while MTTR shows how long each outage tends to last. A service can meet its SLA on paper and still hurt the business if individual faults take long to restore.
How this applies to FirstNet connectivity:
- Broadband availability targets and service credits follow the underlying last-mile provider's SLA, and FirstNet handles escalation, SLA validation and the credit claim on your behalf.
- FirstNet business fibre carries availability targets up to 99.5% on premium networks and 99% on standard.
- LTE/5G is best-effort, with no fixed uptime SLA.
- FirstNet acts as the single escalation point across all underlying providers, which is aimed at faster fault resolution and a better MTTR.
Because a fibre cut needs physical repair, the most effective way to cut real downtime is a diverse backup link that carries traffic while the primary is restored.
Source: FirstNet Connectivity service page →
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