> While the SLA says 100%, don't expect perfection<p>When you have an SLA, understand what it is: a financial arrangement whereby you can request a prorated refund for certain types of outages. It is not in any way a guarantee on the part of a provider that you'll experience even average uptime equaling or exceeding the SLA, just that they can pay out the fraction of customer requests for service credits they receive for the covered outages they have and still make money.<p>The reality for the type of service the author of this post purchased is that for any physical damage to the fiber plant, he will experience <i>hours</i> of outage while a splice crew locates and repairs the damage. Verizon might offer a 100% SLA, but they didn't engineer it to even five nines of availability. That would require redundant equipment and service entrances at his premises along with path diversity end-to-end.