Business Customers > Global > Global IP Network > Products & Services > SLA(Service Level Agreement)

SLA(Service Level Agreement)

NTT Communications povides high-quality Global IP Network Service with industry leading SLA

If the levels of service do not meet the guaranteed performance standards for the Availability, Latency, Packet Loss, Customer Notification, Average Jitter and Maximum Jitter for Transit Service and Colocation Transit Service, NTT Com will issue a credit according to the Terms and Conditions of the contract. Each credit will add up accordingly, but the maximum credit will be Customer's monthly charges.

1.Availability

In the event that service is completely disrupted due to circumstances caused by NTT Com, and if NTT Com cannot fix the outage within 15 minutes of identifying it, NTT Com will issue refunds depending on the consecutive downtime.Availability will be measured at the Customer Connection Router at the NTT Com premises.
Downtime untill recovery Charge restoration
15 minues or more - less than 1 hour 1/30 of Monthly charge
1 hour or more - less than 2 hours 1/15 of Monthly charge
2 hours or more - less than 3 hours 1/10 of Monthly charge
3 hours or more - less than 4 hours 2/15 of Monthly charge
4 hours or more - less than 5 hours 1/6 of Monthly charge
5 hours or more - less than 6 hours 1/5 of Monthly charge
6 hours or more 7/30 of Monthly charge

2.Latency

Latency shall be measured by averaging sample measurements taken during a calendar month between Global IP Network Backbone Routers. If NTT Com fails to meet the guaranteed Latency, 1/30 of the monthly charges will be refunded.

3.Packet Loss

If NTT Com fails to meet the guaranteed Packet Loss, 1/30 of the monthly charges will be refunded.

4.Average Jitter

If NTT Com fails to meet the guaranteed Average Jitter, 1/30 of the monthly Usage Charges will be refunded.

5.Maximum Jitter

If NTT Com fails to meet the guaranteed Maximum Jitter more than 0.1% of a calendar month, 1/30 of the monthly Usage Charges will be refunded.

6.Customer Notification

Customers must request for the credit within 60 days. Credits will normally be provided in the next billing cycle 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 Credit Request Form, please ask your sales representative.

Credit Procedures

Customers must request credit within 60 days. Credits will normally be provided in the next billing cycle 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.The outage is outside the scope of Global IP Network Service such as the outage of access line or partial access to the Internet
  • 2.It is a planned maintenance or other operations requested by the customer
  • 3.Usage is suspended for outage restoration or equipment expansion
  • 4.The customer does not ask to claim the credit
  • 5.It is due to reasons of Force Majeure
For detailed information regarding to the SLA, please contact our sales personnel or access the customer pages of this web site.