🚨Unmasking the Illusion of SLAs for Business Internet Links: The Bullsh*t Meter!🐂

🚨Unmasking the Illusion of SLAs for Business Internet Links: The Bullsh*t Meter!🐂

Unveiling the Truth Behind SLAs: Don’t Fall for the ISP Tricks


5 min read

In the labyrinth of internet service provision, the term "SLA" (Service Level Agreement) often shines like a beacon of reliability, promising swift resolution times and uninterrupted connectivity. However, when it comes to single line Dedicated Internet Access (DIA) last mile links, the reality behind SLAs is far from what meets the eye. In fact, it's nothing more than a Bullsh*t meter, cleverly disguised as a marketing tool by ISPs.

Deconstructing the Bullsh*t meter

Let's strip away the facade and delve into the harsh truths of SLAs associated with single line DIA links.

1. Proactive Component: The Illusion of Time

The first flaw with SLAs for single line DIA links is their lack of a proactive component. The clock for measuring downtime only starts ticking when the client reports the fault. This means that even if the connection has been down for days, it doesn't count until the client initiates a ticket through an old-fashioned voice call to the ISP's service desk. This archaic process often leads to delays as the ticket gets shuffled around internally, wasting valuable time while the connection remains inoperable.

2. Artificial Expectations: The Myth of MTTR

Most SLAs boast a Measure Time to Restore (MTTR) of, say, 4 hours. However, in reality, it's nearly impossible for a technician to even start rolling towards a remote location within such a tight timeframe, especially in the diverse landscape of Mzanzi. ISPs are well aware of this logistical hurdle, so they simply inflate the price of the links, slap on an SLA, and offer a nominal refund as a "clawback" in the event of a breach. The end result? Zero tangible difference in service quality, with or without the SLA.

3. Shared Infrastructure: The Fallacy of Reliability

On fibre networks, SLA and non-SLA (also known as best effort) links often run on the same infrastructure. This means that any failure on the infrastructure affects both types of connections equally. In practice, businesses often find themselves at the mercy of the masses, as ISPs prioritize fixing issues that impact a larger number of customers, leaving business clients stranded with prolonged downtime.

4. Single Point of Failure: The Reality of Connectivity

Despite the promise of reliability, single line Dedicated Internet last mile links with SLAs are inherently single points of failure. Meanwhile, the journey from the client to the Internet breakout involves traversing multiple individual points of failure. In an MPLS network, this complexity is compounded by additional failure domains introduced with each appended path, leading to flaky path diversity and recovery.

Smoke and mirrors

The SLAs associated with single line Dedicated Internet last mile links are little more than smoke and mirrors, designed to give the illusion of reliability while offering minimal tangible benefits to clients. It's high time to see through the facade and demand more transparent and effective solutions from ISPs.

A Solution to the Bullsh*t meter using SD-WAN

In the realm of network connectivity, reliability is paramount. Yet, the conventional approach of relying on single line DIA links with SLAs often falls short of delivering the promised uptime and performance as highlighted above. However, there is a beacon of hope shining through the fog of uncertainty: SD-WAN (Software-Defined Wide Area Network). Let's explore how SD-WAN emerges as a robust solution to the SLA dilemma associated with traditional connectivity options.

1. Proactive Management: Automating Reliability

SD-WAN software, particularly the advanced portal offered by Fusion, is designed to be proactive from the ground up. It revolutionizes the way link failure reporting, escalation, and resolution are handled by automating these processes. This proactive approach ensures that connectivity issues are swiftly identified and addressed, eliminating the need for manual intervention and minimizing downtime. It's a bonus that truly enhances the reliability of network connectivity.

2. Redundancy: Mitigating Single Points of Failure

The core principle behind SD-WAN's ability to mitigate connectivity issues lies in its redundancy feature, akin to the dual-engine setup in jet planes. SD-WAN enables businesses to leverage two last mile links from different carriers or ISPs simultaneously. This redundancy ensures that even if one link fails, the other seamlessly takes over, maintaining uninterrupted connectivity. Fusion recommends utilizing a broadband solution that combines fibre and fixed wireless access, ensuring that the last mile remains operational, much like an Airbus with Captain Sully at the helm.

3. Business-Grade Broadband: Enhancing Performance and Affordability

By aggregating or bonding multiple broadband links, SD-WAN transforms consumer-grade broadband into a robust, business-grade solution. This approach not only doubles the available bandwidth but also significantly reduces costs compared to traditional single line DIA links. Additionally, it more than doubles the availability, ensuring that businesses enjoy enhanced performance and reliability without breaking the bank. It's a bonus that delivers tangible benefits to businesses of all sizes.

4. Simplified Procurement and Cloud Adoption: The SD-WAN Advantage

SD-WAN simplifies the complexity and pain associated with procuring and using Internet last mile services for businesses. Its seamless integration with cloud services makes it the only reliable method for businesses to adopt and utilize cloud services effectively. With SD-WAN, businesses can embrace the cloud with confidence, knowing that their network infrastructure is equipped to handle the demands of modern cloud-based applications. It's a solution that brings clarity and efficiency to the evolving landscape of network connectivity.


SD-WAN emerges as a transformative solution to the challenges posed by SLAs associated with single line Dedicated Internet last mile links. With its proactive management, redundancy features, and ability to enhance performance and affordability, SD-WAN empowers businesses to achieve reliable connectivity and seamlessly embrace the opportunities presented by the cloud. It's a game-changer that propels businesses towards a future of uninterrupted connectivity and enhanced productivity. Finish and klaar, no Bullsh*t!

Ronald Bartels ensures that Internet inhabiting things are connected reliably online at Fusion Broadband South Africa - the leading specialized Last Mile SD-WAN provider in South Africa. Learn more: 👉 Contact Fusion