Our current engineering target is no more than 15 minutes of unplanned downtime per month, and a similar amount of “scheduled” maintenance. Our historical average has been better than 4 minutes of unplanned downtime per month, which translates into better than 99.99% uptime.
If something goes wrong in the middle of the night (a rare event), in some cases it may have to wait until early morning (daylight) to be fixed.
Residential: Our service is provided on a "Best Effort" basis. You can cancel at any time if you don't like the service. Our customers repeatedly tell us that we are more reliable than Comcast.
Small/Med Business customers: Our service is provided on a "Best Effort" basis. If you read the fine-print of the Comcast/AT&T SLA for SMB, they are basically meaningless. Only large corporate customers will get a meaningful SLA, and this is a very expensive service costing many thousands of dollars per month. We work hard for ALL our customers.
We take pride in our 5-Star Service. You can check out our happy customers by taking a look at our 5-Star Yelp reviews.