Does Boston Broadband offer an SLA?

Enterprise Dedicated Internet Access carries availability SLAs up to 99.99%, agreed contract by contract, with service credits negotiated in that same contract — standard business plans have no published availability figure.

Enterprise Dedicated Internet Access carries availability SLAs up to 99.99%, agreed contract by contract. It is not one universal number we apply to every site. The figure that ends up in your contract depends on the site, the path fiber takes into the building, and what you're buying.

Service credits are negotiated in that same contract. They are not a published schedule, and there is no remedy that applies automatically to every DIA customer. If credits matter to you, raise them during the quote — that is the moment they get written.

DIA is a contract product, and the contract is where the commitment lives. That is the reason the contract exists.

Standard business plans have no published availability figure, and that is deliberate.

We could copy a number from somewhere else on the site and print it here. It would read well and it would mean nothing, because nobody would have agreed it for your address. A commitment you can hold us to has to be specific to a site — how fiber reaches the building, whether there's a second path, what equipment sits between our handoff and your desks.

So the honest answer is: ask us what we can commit to for your address. You'll get a straight answer for your building rather than a figure borrowed from a different product.

The same goes for residential service. Our network is built for over four nines of reliability — that is a design target for how we engineer and operate it, not a commitment attached to a residential account.

Voice is a different number. Everything above is about internet service. Our voice core is engineered for 99.999% — five nines — and availability at your premise depends on the connection and equipment in front of it. See Do I need your internet to use your business phone system? Don't read the internet figure onto the phone platform or the other way around.

If that didn’t work

For anything contractual — terms, credits, or what we can commit to at a specific address — call (617) 693-9434 and ask for a quote conversation rather than support.

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Talk to us

Call (617) 693-9434, Monday to Friday 8am–6pm ET, or email [email protected]. We answer within 24 hours, and usually within an hour.

Boston Broadband is a service-area business serving Boston, Brookline and Cambridge, Massachusetts. There is no counter to walk up to — phone, email and your account at myaccount.bostonbroadband.com are the ways in.