Service outline
All customers using NTT Com's Global IP Network will be guaranteed minimum performance standards for the following four areas of service. If these standards are not met, NTT Com will issue a credit according to the Terms and Conditions of Internet Gateway Service.
A) Availability
NTT Com guarantees in principle that its network will function 100% of the time. In the event that service is completely disrupted due to circumstances caused by NTT Com, and if NTT Com cannot correct the problem within 15 minutes of identifying it, NTT Com will issue refunds depending on the total downtime.
Availability will be measured at the Customer Connection Router at the NTT Com premises. Refunds when minimum service standards are breached are as follows:
|
| Downtime until Recovery |
Refund Amount |
| Over 15 minutes – under 1 hour |
1 day of monthly charges |
| Over 1 hour – under 2 hours |
2 days of monthly charges |
| Over 2 hours – under 3 hours |
3 days of monthly charges |
| Over 3 hours – under 4 hours |
4 days of monthly charges |
| Over 4 hours – under 5 hours |
5 days of monthly charges |
| Over 5 hours – under 6 hours |
6 days of monthly charges |
| Over 6 hours onwards |
7 days of monthly charges |
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B) Latency
NTT Com guarantees in principle the following times regarding round-trip packet transmission (latency) within the NTT/VERIO Global IP Network. If these timeframes are exceeded, 1/30th of the monthly charges will be refunded.
|
| Area |
Latency
|
| Intra-Japan |
35 ms |
| Intra-U.S. |
60 ms |
| Intra-Asia (new) |
95 ms |
| Intra-Europe (new) |
35 ms |
| Japan-U.S. |
130 ms |
| Japan-Europe |
300 ms |
| Trans Atlantic |
90ms |
|
C) Packet Loss
NTT Com will maintain monthly average packet loss rate of 0.3% within the NTT/VERIO Global IP Network. In the event the standard packet-loss rate is exceeded, 1/30th of the monthly charges will be refunded.
D) Customer Notification
In the event of NTT Com's Global IP Network Service outage, NTT Com will notify the customer of the malfunction within 30 minutes of its identification. In the event the standard time is exceeded, 1/30th of the monthly charges will be refunded.
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Applications and charges
The SLA is applicable to all NTT Com's Global IP Network Service customers, therefore no application is necessary. Furthermore, no additional charges will be levied. The refund's upper limit is the monthly charges, and customers will be asked to claim their refunds via NTT Com within 60 days of the minimum service standards breach.
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