For years, connectivity was seen as a technical expense. Today, it is the engine that sustains operations, enables customer experience, and allows businesses to scale without friction. When the network fails, everything stops: sales, customer service, productivity.
In this context, transparency in connectivity contracts becomes the foundation of the relationship between companies and providers.
At Flō Networks, we work with clear contracts, easy-to-understand metrics, and real commitments that eliminate fine print and growth-blocking bureaucracy—so we can become a true connectivity partner.
Understanding Service Level Agreement (SLA): What Are They Really?
From a technical standpoint, a Service Level Agreement (SLA) is a formal contract between a provider and a customer that defines specific performance, quality, and response-time metrics for the services delivered.
Beyond the definition, SLA is a business promise that demonstrates our commitment to the continuity and success of your operation—through clear commitments, measurable percentages, and guaranteed uptime.
A strong SLA translates technical performance into business value. Fewer disruptions, defined response times, and clear consequences when expectations are not met.
SLA Translated into Business Value
At Flō Networks, we offer different SLAs designed to support various industries and business models. Each option is tailored to align with your real operational needs and help you maximize results through reliable, scalable, high-capacity connectivity.
These are our SLAs and the types of operations they are designed to support:
99.80%
Annual Availability
Up to ~17.28 hours of downtime per year
Business Value
Stable Operations
Ideal for:
- SMBs
- Administrative offices
- Businesses with non–real-time critical processes
- Small retail
- Companies with low dependency on online systems
Common Scenario
Occasional interruptions are tolerable and do not directly impact sales or production.
99.90%
Annual Availability
Up to ~8.64 hours of downtime per year
Business Value
High Availability
Ideal for:
- Corporate companies
- Mid-sized retail and chains
- Service centers
- Operations using cloud-based applications
- Distributed sales and administrative teams
Common Scenario
Connectivity is essential for daily operations, but contingency plans exist for isolated events.
99.95%
Annual Availability
Up to ~4.32 hours of downtime per year
Business Value
Mission-Critical Operations
Ideal for:
- Manufacturing
- Financial sector
- Logistics and supply chain
- Data centers
- High-volume e-commerce
- 24/7 operations
Common Scenario
Every minute of downtime represents financial losses or direct operational impact.
The difference between 99.9% and 99.95% uptime translates into critical hours of operation that can directly impact sales, reputation, and trust.
Metrics That Matter: How Is Quality Measured?
Service quality should always be meaningful—not just a collection of technical or complex data points. These metrics provide clear information on how connectivity directly impacts your day-to-day operations.
These are the key metrics and the real value they provide:
- Uptime (Availability): The percentage of time the service is operational. Higher uptime means fewer unexpected outages.
- Latency: The time it takes for information to travel from one point to another. Low latency improves video calls, cloud applications, and real-time transactions.
- Response Time: The speed at which the provider responds to an incident. This is where trust is built—or lost.
- Bandwidth: Transmission capacity. Sufficient bandwidth prevents bottlenecks during critical moments.
More uptime = Fewer expected outages
The more hours your operation stays online, the more opportunities you have to operate, sell, and serve customers.
Lower latency = Real-time communication
Essential for video calls, cloud applications, and instant transactions.
Shorter response time = greater trust.
It’s not just about the network working—it’s knowing someone is there when something fails.
More bandwidth = fewer bottlenecks.
Essential during peak usage, critical hours, and business growth.
Contracts: An Agreement to Grow Together
A connectivity contract is a tool that provides clarity from the outset, sets clear expectations, and accompanies the evolution of your business. It establishes shared responsibilities and offers the flexibility needed to grow without obstacles.
At Flō Networks, we recognize that transparency is the foundation that builds long-term relationships. We believe clear contracts create trust and allow the relationship to grow in step with your business.
That’s why, when reviewing your connectivity contract, it’s important to focus on key elements such as a clearly defined and measurable SLA, transparent penalty structures, agile support processes, and the flexibility to scale services as your operation demands. These elements ensure clear agreements aligned with real objectives—and designed to grow together.
Conclusion
Modern connectivity demands clarity. Clear contracts, transparent SLAs, and metrics aligned with real business impact make the difference between a provider and a strategic partner. When transparency is built into the agreement from the outset, connectivity ceases to be an operational concern and becomes a solid foundation for growth.
At Flō Networks, we build relationships founded on transparency, real commitments, and the flexibility required in a constantly evolving environment. That’s why we design contracts focused on supporting your business success—without fine print and without unnecessary processes.
Trust your connectivity to our high-capacity network and join thousands of companies in Mexico and the United States that are already advancing their digital transformation. Focus on your business while we handle the connectivity challenges ahead.