Conterra offers its customers Service Level Agreements (SLAs) with every multi-year contract and backs these guarantees with financial penalties if Conterra fails to live up to its promises.

Conterra SLAs ensure speed and reliability levels equal to fiber-optic connections and include the following provisions relating to availability, latency, customer reporting and bit-error rate.

Availability Commitment: Conterra strives to maintain service availability for the customer 100 percent of the time, but no less than 99.995 percent, except for specified outage events.

Latency Commitment: The round-trip transmission standard between designated endpoints is an average of less than 30 milliseconds.

Customer Reporting Commitment: Conterra provides customers at least 48 hours advance notice of scheduled outages for network maintenance.

Bit-Error Rate / Packet Loss Commitment: Conterra network bit-error rate between designated end-points shall average 10^-6 or less for synchronous networks, or less than 1 percent packet loss for packet based networks.