Service Level Agreement

SLA terms apply to Conduit and Relay products served by Strand. Residential Current plans are best-effort with published targets.

Last updated 2026-05-01

Availability

Conduit and Relay carry a 99.99% monthly availability commitment, measured at the customer handoff.

Planned maintenance is announced on Pulse with no less than 72 hours notice and is excluded from availability calculations.

Restoration

Priority restoration applies to Conduit and Relay. Target time-to-restore for a fiber cut on a protected path is under four hours, with Lattice maintaining service on alternate paths in the interim.

Credits

Availability below the commitment in a billing month earns service credits per the schedule in your contract. Credits are the sole remedy under this SLA.