The most important question in a data center service-level agreement (SLA) is not whether it says “99.9%” or “99.99%.” It is exactly what service is covered, where the provider measures it, how an outage is counted, and what you can claim when performance falls short. A facility, power feed, server, interconnect, cloud service, carrier circuit and your users’ last-mile connections can all have different commitments.
Before signing, require a precise uptime formula, a separate connectivity specification for latency and packet loss, transparent dependency boundaries, provider measurement records, and a practical service-credit process. The examples below show why two impressive-looking percentages may protect very different parts of your application.
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Start with the service boundary, not the percentage
An SLA protects only the service named in its scope. “Data center availability” might mean the building and its utility feeds; it might instead mean a managed network, a cross-connect, a cloud hub, or an end-to-end virtual machine path. Those are materially different promises.
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Draw the path a real request follows: your application, host or virtual machine, rack power, top-of-rack switch, data-center fabric, interconnect, carrier circuit, cloud region, internet exchange and the customer’s access network. Mark which segment the provider owns and which segment belongs to a carrier, partner, cloud platform or you. Ask the provider to identify the first and last measurement points in the SLA.
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- Facility: building access, cooling and physical security are usually separate from network availability.
- Power: utility feeds, generators, uninterruptible power systems and the power delivered to your cabinet may have different commitments.
- Equipment: a provider may cover its switch, router or cross-connect but not your appliance or a partner’s device.
- Interconnect: a private connection can be covered to the provider edge while the remote cloud or carrier path remains outside the promise.
- End-to-end path: your users’ last-mile, Wi-Fi, VPN and internet transit generally are not inherited from a data-center SLA.
Amazon Web Services describes an SLA as a document that explains how a service is provided and operated and often includes measurable characteristics such as availability. Its hybrid-connectivity guidance also asks whether the entire hybrid network needs to meet one uptime target. The practical answer is that each participating service needs its own defined commitment; one component’s SLA does not automatically extend across the whole chain.
Require topology language
Have the contract state whether redundant paths, dual power feeds, diverse entrances, partner circuits and customer-managed equipment count. “Redundant” is not meaningful unless the paths are genuinely independent and the SLA explains whether a failure of one path is an outage, a degraded condition or an excluded maintenance event.
Understand how uptime is calculated
A percentage is useful only with its denominator and rules. Ask for the measurement period, the availability formula, the clock source, the minimum outage duration, the treatment of partial failures and the maintenance exclusions.
Monthly formula and downtime illustration
A common structure is:
Monthly uptime = (total minutes in the month − qualifying downtime minutes) ÷ total minutes in the month × 100
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The following figures are arithmetic illustrations for a 30-day month, not a substitute for the provider’s contractual formula. A provider may use a different calendar, exclude certain minutes or apply a threshold before downtime starts.
| Target | Illustrative downtime in 30 days | What to verify in the SLA |
|---|---|---|
| 99.9% | 43 minutes 12 seconds | Whether all 43 minutes count, and whether incidents shorter than a threshold are ignored |
| 99.95% | 21 minutes 36 seconds | Whether the target applies to the whole service or only a configured component |
| 99.99% | 4 minutes 19 seconds | Whether maintenance, force majeure and third-party failures are excluded |
Examples of different outage definitions
Google Cloud’s Network Connectivity Center SLA lists a target of at least 99.95% monthly uptime. Its downtime definition is specific: a properly configured hub must be unable to serve traffic between configured regional spokes. A hub that remains available for other traffic may therefore not meet the contract’s definition of downtime for your incident.
The Amazon Web Services Interconnect SLA, updated April 15, 2026, defines unavailability as a complete inability to send or receive data for at least 120 consecutive seconds. A 90-second interruption could be operationally serious yet fail that SLA’s duration test. Ask whether the timer restarts when service briefly recovers and whether one incident can contain multiple qualifying intervals.
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Clarify whether loss of one zone, one port, one route or one redundant path is measured as downtime. Scheduled maintenance should have an advance-notice period, an approved maintenance window and a maximum duration. Ask whether emergency maintenance, customer-requested changes, denial-of-service events, utility failures, natural disasters and carrier or partner outages are excluded, and require each exclusion to be defined rather than accepted as a blanket phrase.
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Specify connectivity separately from uptime
Availability alone cannot describe a usable network. A link can be “up” while suffering high latency, jitter, packet loss or insufficient throughput. Put each metric in the SLA with its endpoints, geography, sampling method and averaging rule.
| Metric | Contract details to require | Questions to ask |
|---|---|---|
| Latency | Round-trip or one-way; source and destination; percentile or average; sampling interval | Is the target between provider edge devices, your facility and a cloud region, or an end user? |
| Packet loss | Direction, packet size, test interval, minimum sample and averaging window | Does one lost probe trigger a breach, or must loss exceed a threshold for a sustained period? |
| Packet delivery | Delivery ratio, test endpoints and treatment of retransmissions | Is the commitment measured on the managed network only? |
| Jitter | Variance method, percentile and traffic class | Is voice, video or transactional traffic measured differently? |
| Throughput | Committed rate, burst allowance, direction and congestion conditions | Is the rate guaranteed end-to-end or only on an access port? |
| Availability | Formula, outage threshold and covered components | What event starts and stops the outage clock? |
Published examples show why definitions matter
A Verizon managed data-center network addendum lists 99.99% availability and separately describes how latency and packet delivery are measured. Treat those as distinct commitments: the availability figure does not establish a latency or packet-loss guarantee unless the relevant language appears in your order and service schedule.
Google Cloud’s Standard Tier networking target is at least 99.9% good minutes per month. It defines a bad minute as loss of external connectivity to the virtual machine, specifically 100% packet loss. The coverage ends after packets leave Google’s network. A customer can therefore experience degraded performance or loss on an upstream carrier or last-mile network without creating a bad minute under that service’s SLA.
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Define geography and endpoints
“Average latency” without endpoints is not actionable. Name the source and destination sites, regions, autonomous systems or provider edge ports. State whether measurements use one-way or round-trip tests, which protocol and packet size are used, and whether the result is an arithmetic mean, median or percentile. For global services, set separate targets by region; a single worldwide average can hide a severe problem in one location.
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Make measurement and evidence auditable
The provider will usually operate the monitoring system that determines whether the SLA was met. Your contract should let you verify its result and compare it with your own telemetry.
Specify the clock and sampling rules
- Name the time standard, normally UTC, and the source used to synchronize monitoring clocks.
- State the polling interval, probe locations, packet size and test protocol.
- Define how missing samples, maintenance windows and monitoring-agent failures are treated.
- Specify whether averages are calculated per minute, hour or month and whether percentiles are weighted.
- Require incident start and end timestamps at the precision needed to reconcile your logs.
Request operational records
Ask for incident IDs, event timelines, affected components, monitoring graphs, probe results, maintenance notices and the provider’s calculation of qualifying downtime. For connectivity disputes, request raw or exportable latency, loss, jitter and throughput samples rather than a single monthly score. Preserve your router, firewall, host and application logs so both sides can align timestamps.
Check independent visibility
Use your own probes at the customer edge and, where permitted, in the facility or cloud environment. Independent measurements do not override the contract’s method, but they reveal gaps such as a provider probe that is too close to its own router or a path that bypasses the failing segment. Agree in advance how conflicting measurements will be reconciled.
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Exclusions determine whether the percentage is attainable in your architecture. Ask the provider to list exclusions in plain language and to identify the affected dependency.
- Customer equipment and configuration: incorrect routing, disabled ports, expired certificates or unapproved changes may be excluded.
- Third parties: carrier circuits, cloud services, internet transit, partner exchanges and remote facilities may sit outside the provider’s control.
- Planned work: notice, duration and emergency-maintenance rules should be measurable.
- Force majeure: define the events and whether the exclusion applies to the entire incident or only the directly affected interval.
- Traffic and abuse conditions: denial-of-service attacks, traffic above a committed rate or prohibited workloads may be carved out.
- Measurement failures: specify what happens when the provider’s monitoring system is unavailable.
For a hybrid design, create a responsibility matrix showing each hop, owner, SLA, monitoring source and escalation contact. This prevents an interconnect commitment from being mistaken for an end-to-end application guarantee.
Evaluate service credits as a remedy
An SLA has practical value only if you can obtain the remedy. Credits are commonly calculated from the affected service’s recurring fee, not from your business losses, and many agreements make them the sole contractual remedy.
Contract terms to pin down
- Credit schedule for each missed target, including latency or packet-loss breaches if those are covered.
- Maximum credit cap per month and whether multiple incidents can exceed one tier.
- Claim deadline, submission channel and required evidence.
- Whether credits are automatic or must be requested.
- Eligible charges: access, port, cross-connect, managed service or only a narrowly defined component.
- Whether credits are the sole remedy, without waiving termination, repeated-failure or other negotiated rights.
- Payment method and timing, including whether the credit appears on the next invoice.
Use a repeatable claim process
- Record the incident start, end, affected path, symptoms and business impact in UTC.
- Open a support ticket promptly and obtain the provider’s incident identifier.
- Export your relevant device, application and probe logs before retention limits erase them.
- Map the event to the SLA’s exact definition: qualifying duration, endpoint, metric and exclusion.
- Submit the claim before the stated deadline with the requested invoice and evidence.
- Reconcile the provider’s calculation against your timeline and request the credit in writing.
- Escalate disputed measurements through the named technical and contractual contacts.
Compare SLA offers without being misled by headline numbers
Use a side-by-side worksheet. The figures below illustrate published commitments, but they are not equivalent services and should not be ranked by percentage alone.
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|---|---|---|---|
| Google Cloud Network Connectivity Center | At least 99.95% monthly uptime | Downtime is a configured hub unable to serve traffic between configured regional spokes | Spoke configuration, exclusions, measurement exports and credit terms |
| Amazon Web Services Interconnect | Unavailability requires complete inability to send or receive data for at least 120 consecutive seconds | Shorter interruptions may not qualify | Formula, maintenance rules, covered connection segments and claim deadline |
| Verizon managed data-center network | 99.99% managed network availability | Latency and packet delivery are described separately | Endpoints, geographic scope, sampling, exclusions and credit cap |
| Google Cloud Standard Tier networking | At least 99.9% good minutes per month | A bad minute is 100% packet loss to the VM; coverage ends after packets leave Google’s network | Last-mile and upstream responsibilities, evidence and remedy language |
Procurement checklist
Before execution, obtain written answers to each item:
- What exact service, components, regions and topology are covered?
- Are redundant paths, partner circuits and customer-managed devices included?
- What is the monthly formula, calendar and clock source?
- What outage duration qualifies, and how are partial failures counted?
- Which maintenance windows and emergency events are excluded?
- What are the latency, jitter, packet-loss, packet-delivery and throughput targets?
- Where are measurement endpoints located, and how are samples averaged?
- Will you receive incident logs, raw samples and monitoring exports?
- What dependencies stop the SLA at a provider edge?
- What is the claim deadline, evidence requirement, credit schedule and cap?
- Are credits the sole remedy, and what rights apply after repeated failures?
Validate the SLA against your application path
After selecting a provider, test the documented path during normal operation. Confirm that the contracted endpoints match the interfaces your application uses, that failover really traverses the diverse route described in the design, and that your monitoring can capture the same timestamps and metrics. Run an escalation exercise: identify who receives an outage report at any hour, which evidence is attached, and how a credit claim would be filed. An SLA that cannot be measured from your architecture is a paper promise, regardless of its percentage.
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