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Global IP Network
Service Level Agreement (SLA)
We are committed to you and to your complete satisfaction. That's why our goal is to make our Global IP Network available to you, free of network outages, 100% of the time.
Our SLAs are closely monitored by our NOC. We also have a special Network QA group of elite Network and IP Engineers, operations, and NOC personnel who meet regularly to discuss network issues. The group works to mitigate potential issues and to proactively make performance and reliability improvements to our Global IP Network.
The scope of application of the SLA is shown in the table below.
SLA Scope of Application
Item |
Details |
IPv4 |
IPv6 |
Global |
|---|---|---|---|---|
Availability |
If the service is completely unusable due to a reason beyond the customer's control, failure recovery will be within the standard time following the time we were aware of the failure. |
〇 |
〇 |
〇 |
Latency |
The average monthly time required for packet round trip (Round Trip Time) will be within the reference value. |
〇 |
〇 |
〇 |
Packet loss |
The average monthly packet loss rate will be within the reference value. |
〇 |
〇 |
〇 |
Average jitter |
Average monthly jitter will be within the reference value. |
〇 |
〇 |
〇 |
Maximum jitter |
Ratio of maximum monthly measured jitter exceeding 10 ms will be within the reference value. |
〇 |
〇 |
〇 |
Failure notification |
Notification of the occurrence of a failure will be sent to a specified email address within 30 minutes following the time the failure was detected. |
〇 |
－ |
－ |
Credit Procedures
Customers must request credit within 60 days. Credits will normally be provided in the next billing cycle from the customer’s claim but may be carried over until a later billing cycle depending upon the nature of the customer contract and the timing of the fault occurrence. If you need a Credit Request Form, please ask your sales representative.
Exceptions
No credits will be given if;
- 1. It is a planned maintenance or other operations requested by the customer,
- 2. The customer does not ask to claim the credit, or
- 3. It is due to reasons of Force Majeure.
For other cases where SLA will not be applied, please refer to Terms and Conditions for Use of Global IP Network Service.
For detailed information regarding the SLA, please contact our sales representative.
Guarantee Item |
Details |
Reference Value |
Fee Return |
|---|---|---|---|
Availability |
If the service is completely unusable due to a reason beyond the customer's control, failure recovery will be within the standard time following the time we were aware of the failure. |
Within 15 min |
If it exceeds the reference value, the monthly usage fee will be returned according to the time to one continuous failure recovery cycle as outlined in Table 1. |
Latency |
The average monthly time required for packet round trip (Round Trip Time) will be within the reference value. |
If it exceeds the reference value, one day's worth of the monthly usage fee will be returned. |
|
Packet loss |
The average monthly packet loss rate will be within the reference value. |
0.1% or less |
If it exceeds the reference value, one day's worth of the monthly usage fee will be returned. |
Average jitter |
Average monthly jitter will be within the reference value. |
0.25 ms or less |
|
Maximum jitter |
Ratio of maximum monthly measured jitter exceeding 10 ms will be within the reference value. |
Percentage at 10 ms or more will be 0.1% or less |
|
Failure notification |
NTT Com monitors customer's router connected to Global IP Network POP within Japan by sending a repeated ping. If the router does not respond for five consecutive minutes, a failure is detected, and notification of the failure will be sent to a specified email address within 30 minutes following the time the failure was detected. |
Within 30 min |
Guarantee Item |
Details |
Reference Value |
Fee Return |
|---|---|---|---|
Availability |
If the service is completely unusable due to a reason beyond the customer's control, failure recovery will be within the standard time following the time we were aware of the failure. |
Within 15 min |
If it exceeds the reference value, the monthly usage fee will be returned according to the time to one continuous failure recovery cycle as outlined in Table 1. |
Latency |
The average monthly time required for packet round trip (Round Trip Time) will be within the reference value. |
If it exceeds the reference value, one day's worth of the monthly usage fee will be returned. |
|
Packet loss |
The average monthly packet loss rate will be within the reference value. |
0.1% or less |
|
Average Jitter |
Average monthly jitter will be within the reference value. |
0.25ms or less |
|
Maximum Jitter |
Ratio of maximum monthly measured jitter exceeding 10 ms will be within the reference value. |
Percentage at 10 ms or more will be 0.1% or less |
Guarantee Item |
Details |
Reference Value |
Fee Return |
|---|---|---|---|
Availability |
If the service is completely unusable due to a reason beyond the customer's control, failure recovery will be within the standard time following the time we were aware of the failure. |
Within 15 min |
The amount equivalent to one day of the monthly fee to be returned per hour of the total failure time for one month will be returned. |
Latency |
The average monthly time required for packet round trip (Round Trip Time) will be within the reference value. |
As listed on the NTT Com site |
If it exceeds the reference value, the amount equivalent to one day of the monthly usage fee will be returned. |
Packet loss |
The average monthly packet loss rate will be within the reference value. |
0.3% or less |
|
Average jitter |
Average monthly jitter will be within the reference value. |
0.5 ms or less |
|
Maximum jitter |
Ratio of maximum monthly measured jitter exceeding 10 ms will be within the reference value. |
Percentage at 10 ms or more will be 0.1% or less |