What is Colo Solutions' uptime SLA?
Colo Solutions commits to 99.99% availability in a given month — measured monthly, not annually — under Exhibit C of its Master Services Agreement. That covers two things separately: network uptime, and critical power and HVAC infrastructure at the Orlando facility. Scheduled maintenance is excluded, and the remedy is a service credit against that month's fee for the affected service.
| Network uptime | 99.99% of the time in a given month — MSA Exhibit C |
|---|---|
| Power and HVAC | 99.99% of the time in a given month, excluding scheduled maintenance — MSA Exhibit C |
| Round-trip latency | Average monthly not exceeding 85 ms to nearest upstream or peering point — MSA Exhibit C |
| Packet loss | Average monthly not exceeding 1% — MSA Exhibit C |
| Measurement | Colo Solutions monitoring, sampled on average every 5 minutes |
| Remedy | Service credit, capped at that month's fee for the affected service |
Monthly, not annual
The figure is a monthly one. That distinction gets lost constantly in colocation marketing, and it cuts both ways: 99.99% of a month is roughly four and a half minutes, so a single bad month cannot be averaged away across a good year — but equally, the commitment resets each month rather than accumulating.
When you compare providers, check which window the number refers to before comparing the numbers.
Two separate commitments
Network uptime covers the functioning of Colo Solutions’ network infrastructure — routers, switches and cabling. It does not cover services or software running on your server, your own premises equipment, or the telco access facilities connecting your premises.
Critical infrastructure covers power and HVAC — UPSs, PDUs and cabling. It does not cover the power supplies inside your servers.
Both are 99.99% in a given month, and both exclude scheduled maintenance and upgrades. Excluding planned maintenance is standard across colocation and cloud SLAs; it is stated here rather than left in the footnotes.
Latency and packet loss
Less commonly published, and worth asking any provider for:
- Average monthly round-trip latency within the network will not exceed 85 ms to the nearest upstream or peering point.
- Average monthly packet loss will not exceed 1%.
Both carry service credits on written request.
How an outage is measured
An outage is an instance where you cannot transmit and receive IP packets, due to Colo Solutions’ negligence or willful misconduct, for more than 15 consecutive minutes. Downtime is measured from the time you open a trouble ticket to the time service is restored.
Being clear about that: the clock starts when the ticket opens, not when the incident began. That is normal in colocation SLAs, and it is the reason this figure is described here as a service level commitment with defined remedies — not as a measured statement of historical performance.
The remedy
Credits are issued on request against the recurring monthly charge for the affected service, and are capped at that month’s fee for that service. The governing definitions, exceptions and credit calculations are in Exhibit C of the MSA.