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Survey: 80% of SMBs Urge ISPs to Make SLAs Clearly Visible for All Internet Connections

-’SLAs Matter’ survey by Spitfire Network Services Ltd highlights discontent amongst SMBs- 

-Over three quarters of SMBs feel that knowing exactly what SLAs are offered would influence a buying decision-

80% percent of UK SMBs want their ISPs to be transparent with them regarding the performance and service support they offer with Internet connections, according to a new survey titled ‘SLAs Matter’*. The survey was commissioned by Spitfire Network Services Ltd, a provider of telecoms and IP engineering solutions to UK businesses.

Spitfire Network Services’ ‘SLAs Matter’ survey of 401 UK-based SMBs sought to better understand how aware of Service Level Agreements SMBs are – the commitment between a service provider and the customer. Service SLAs are focussed on elements such as response and fix times should a connection drop out, and Performance SLAs provide assurances on agreed levels of performance, such as latency and data packet loss.

The data showed that only 56 percent of SMBs know what the SLAs are in relation to their current internet connection. If their connection drops in performance over any period, these businesses have no understanding of how to easily address the situation.

Businesses were also surveyed on whether or not knowing the SLAs for an Internet connection would help them choose the right product in the purchasing process. Over three quarters (79%) of SMBs agreed that it would.

Dominic Norton, Sales Director, Spitfire Network Services Ltd, commented: “There are a myriad of choices for Internet connectivity these days. Different speeds, access technologies and service providers. All promising to be the best, with all the usual marketing and hype that comes from competing in such a congested market. SLAs are key in helping businesses to understand what they are buying and then make the right decision. What’s clear from the survey is that SMBs want both performance and service level agreements to be openly discussed and visible from the very beginning.”

Norton added: “We wouldn’t buy any other product or service without being made aware of the guarantees or refund policy – so why should ISPs not be fully transparent with customers about Internet connections?”

For more information about Spitfire Network Services Ltd, visit

 Notes  *In total, 401 respondents were surveyed throughout October-November 2021.

About Spitfire Network Services Ltd

Spitfire has been providing business internet and telecoms services from our central London offices for more than 30 years.

With an emphasis on engineering skills and customer service, we aim to build long-term business relationships with our clients – delivering innovative, award-winning solutions and significant cost savings.

This approach has seen us grow from a modest start-up to a business with more than £26m turnover and over 100 staff.

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