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Service Level Agreement (SLA) Program : Internet Access Service SLA
- Service Level Agreement Program
- Internet Access Service SLA
- Latency statistics
- Packet loss rate statistics
IIJ's Internet access services guarantee the following service quality.
Evaluation items and guarantee details
| Evaluation item | Description |
|---|---|
| Availability | IIJ guarantees that the customer will always be able to connect to the Internet. |
| Latency | IIJ guarantees that the monthly average round-trip response time across IIJ's entire domestic backbone network does not exceed 25 milliseconds. The latency for a given month will be reported on IIJ's Web page at the beginning of the following month. |
| Packet Loss Rate | IIJ guarantees that the monthly average packet loss rate across IIJ's entire domestic backbone network does not exceed 0.1%. The packet loss rate for a given month will be reported on IIJ's Web page at the beginning of the following month. |
| Outage Notification | IIJ guarantees that the contact designated by the customer will be notified within 30 minutes of the detection of a network outage. |
Details of Guarantee for Each Service
| Availability | Latency | Packet Loss Rate | Outage Notification | |
|---|---|---|---|---|
| ● | ||||
| ● | ● | |||
| ● | ● | ● | ● | |
IIJ Cloud Exchange Service for Oracle Cloud Infrastructure FastConnect |
● | ● | ||
| ● | ● | |||
| ● | ● | |||
IIJ Cloud Exchange Service for Microsoft Azure Peering Service |
● | ● | ||
| ● | ||||
| ● | ● | ● | ● | |
| ● | ||||
| IIJ FiberAccess/Q Service | ● | |||
| IIJ FiberAccess/C Service | ● | |||
| ● | ||||
| ● | ● | |||
| ● | ● |
User fee credit
IIJ does its utmost to provide the guaranteed level of service. However, in the event that quality of service is adversely affected, a credit towards user fees will be provided according to the conditions of the guarantees as outlined separately.
1. Procedures for fee credit
(1) Application
In the event of a situation warranting credit of user fees, please fill out the IIJ Fee Credit Application form and send it by mail to the IIJ SLA office, within two weeks of such occurrence. User fee credit applications are not accepted after the end of this two-week period.
There is no need to submit a Fee Credit Application form when the latency value exceeds the guaranteed limit.
IIJ Fee Credit Application Form
The IIJ Fee Credit Application form
is available in portable document format(PDF) on our Web site. Please download the form and print it out.
Submit Fee Credit Application form to:
Internet Initiative Japan, Inc., SLA Office
Iidabashi Grand Bloom, 2-10-2 Fujimi, Chiyoda-ku, Tokyo 102-0071
(2) Receipt and confirmation
The fee credit procedures will be carried out after the receipt and confirmation of the application form. Also, it may not be possible to offer a fee credit in cases where details of the application cannot be confirmed.
(3) Fee credit
The fee credit will be applied to the basic monthly charge for the following month or two months later following the occurrence warranting a credit of fees.
2. Maximum fee credit
The maximum fee credit is the basic monthly charge applied by IIJ in the month in which the conditions warranting credit of fees occurs. If there is a revision of subscriber services in the month concerned, the basic monthly charge will be the amount stipulated by the subscriber contract.
Furthermore, the basic monthly charge does not include the cost of the access line.
3. Fee credit amount
(1) When the availability guarantee is not fulfilled
(For each instance when Internet service cannot be accessed for a certain period of time)
| Period of unavailability | Total amount |
|---|---|
| Over 30 minutes less than 60 minutes | Credit 1/90 of the basic monthly charge |
| Over 60 minutes less than 12 hours | Credit 1/30 of the basic monthly charge |
| Over 12 hours less than 24 hours | Credit 1/10 of the basic monthly charge |
| Over 24 hours less than 3 days | Credit 1/5 of the basic monthly charge |
| Over 3 days less than 7 days | Credit 1/3 of the basic monthly charge |
| Over 7 days less than 14 days | Credit 1/2 of the basic monthly charge |
| Over 14 days | Full credit of the basic monthly charge |
(2) If latency exceeds the guaranteed limit for two consecutive months
Total amount
1/30 of the basic monthly charge
(3) If notification of outage is not carried out within the guaranteed time frame
(For each occurrence)
Total amount
1/30 of the basic monthly charge
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