Service Level Agreement (SLA) Program
Today the Internet has become an important business tool and better quality Internet services are needed. In the USA, major connection providers have already begun to offer service level agreements (SLA) and most users are now covered. IIJ has always provided a high level of service, however in order to improve the quality of our services further, we have become the first Internet connection provider in Japan to offer a SLA program. IIJ's guarantees consist of three elements for Internet service: availability, latency, and outage notification. Whenever service quality does not meet the guaranteed targets, customers will receive a credit against the monthly invoice amount.
IIJ will continue to improve the SLA program so that we can further raise the satisfaction of our customers in the future.
- Availability
- a guarantee that connection to the Internet is always possible.
- Latency
- a guarantee that the monthly average round trip time (RTT) across IIJ's entire domestic backbone network does not exceed 30 milliseconds.
- Outage Notification
- a guarantee that IIJ will notify a designated customer contact person within 30 minutes of the detection of a network outage.
SLA implemented services
| Availability | Latency | Outage Notification | |
|---|---|---|---|
| Internet Access Service | O | O | O |
| IIJ T1 Standard | O | ||
| IIJ Economy | O | ||
| IIJ Data Center Connection Service | O | O | O |
| IIJ DSL/F Service | O | ||
| IIJ DSL/A Service | O | ||
| IIJ FiberAccess/F Service | O | ||
| IIJ Managed Firewall Service | O |
