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Americas

Brazil: English / 日本語 / Português do Brasil
United States: English

Europe, Middle East, Africa (EMEA)

EMEA:
(Belgium, France, Germany, Netherlands, Spain, United Arab Emirates, United Kingdom)
English / 日本語 / Español / Deutsch / Français
Russia: English / 日本語 / русский

Asia Pacific

Japan(Business): English / 日本語
Japan(Residential): English / 日本語
Australia(NTT Com ICT Solutions): English
Mainland China: English / 日本語 / 簡體中文
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India: English / 日本語
Indonesia: English
Korea: English / 日本語 / 한국어
Malaysia: English
Philippines(DTSI): English
Singapore: English / 日本語
Taiwan: English / 日本語 / 繁体中文
Thailand: English / 日本語
Vietnam: English / 日本語
cmn_ic_service-kobetsu_network

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.

Overview

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

※ "〇" indicates a guarantee item covered by the SLA.

Item

Details

IPv4

IPv6

Global
Virtual Link

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.

Latency

The average monthly time required for packet round trip (Round Trip Time) will be within the reference value.

Packet loss

The average monthly packet loss rate will be within the reference value.

Average jitter

Average monthly jitter will be within the reference value.

Maximum jitter

Ratio of maximum monthly measured jitter exceeding 10 ms will be within the reference value.

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.

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.

Transit Service IPv4

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.

As shown in Table 2

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

Transit Service IPv6

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.

As shown in Table 2

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

Global Virtual Link

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

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