Short answer
The SLA sets expectations and accountability for availability, response and restoration, while MTTR (Mean Time to Restore) reflects how quickly operations actually recover from an outage. Together they show your downtime exposure and help quantify the impact on productivity, customer experience and revenue.
In detail
Connectivity cost should be weighed against that risk. Downtime can halt operations, delay transactions and billing, and erode customer trust, and its true cost includes lost opportunity, recovery effort and reputational damage. When comparing providers, check for:
- A written uptime SLA with service credits
- A backup link that can be installed on a different network
- A managed, monitored router with 24x7 monitoring
- A defined support and escalation path
FirstNet acts as a single, accountable escalation point across all underlying providers, so you do not coordinate several ISPs during an outage. Its monitoring tracks latency, packet loss, jitter and link utilisation rather than simple line availability, so degradation can be picked up before users feel it. FirstNet then reduces practical downtime through design: a diverse backup link keeps traffic flowing while a primary fault, such as a fibre cut, is physically repaired.
Source: FirstNet Connectivity service page →
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