Top of Page

Links to move inside this page.

Service Level Agreement (SLA) Program : Further information on guarantees

Availability Guarantee

Details of guarantee

Internet Access Service

IIJ guarantees that customer will always be able to connect to the Internet.

This guarantee is limited to IIJ's areas of responsibility towards the customer. These areas of responsibility are restricted to the following types based on the customer's network connection equipment.

Type 1 Up to the router LAN ports for customers renting CSUs and routers from IIJ
Type 2 Up to the CSU router ports for customers renting CSUs from IIJ
Type 3 Up to the DSU or ONU for customers who have their own CSUs or routers

IIJ Data Center Connection Service

  • IIJ guarantees that customer will always be able to connect to the Internet via a primary or secondary line.
  • This guarantee is limited to IIJ's area of responsibility towards the customer which is up to the cable end in the customer's rack unit.(*)
  • (*)In case that the customer's rack is out of IIJ's Data Center, IIJ's area of responsibility towards the cutomer is up to our network equipment.

Benefits for the customer

By guaranteeing availability, customers can enjoy stable Internet connections.

Latency guarantee

Details of the guarantee

IIJ guarantees that the monthly average round trip time (RTT) across IIJ's entire domestic backbone network does not exceed 30 milliseconds.

Calculation of average latency

The round trip time between IIJ's HUB NOCs (Tokyo, Shibuya, and Osaka) and each domestic NOC/DC (including the HUB NOCs) is calculated and the average latency is determined.

* Excluding times of outage for the backbone network.

Supplementary note

These guarantee values do not guarantee the average round trip time between two specified NOCs.
(E.g.: average round trip time between the Hiroshima NOC and Chiba NOC)

Benefits for the customer

By guaranteeing latency it is possible to provide a fast and stable connection environment which is especially important when transactions between head offices and branch offices or transactions with connections are carried out via the Internet.

Monthly reporting of latency

The latency for a given month will be reported on IIJ's Web page during the following month.

Outage Notification Guarantee

Details of the guarantee

IIJ guarantees that a designated customer contact person will be notified within 30 minutes of the detection of a network outage.

Method of outage detection

Every 30 seconds a ping is transmitted to the customer's router and the response is monitored.

  • If there is no response after five minutes, an outage is determined for customers using the Internet Access Service.
  • If there is no response after three minutes, an outage is determines for customers using the IIJ Data Center Connection service.

The time of the occurrence of the outage will be conveyed to the customer by a predetermined method.

Method of outage notification

Any outages will be notified by fax to a number designated in advance by thecustomer.

Benefits for the customer

By guaranteeing the time frame for notification of outages, rapid measures can be taken to verify and recover the outage.

Revising the contact number for reporting outages

To change the outage notification contact number, submit the new number using the form supplied by IIJ as soon as possible. Contact your IIJ sales representative to have the form sent to you.

SLA exemptions

IIJ's SLA program is not applicable under the following situations.

  • When the customer's service is restricted, suspended or terminated due to contract stipulation.
  • When the customer is in breach of contract.
  • In any other cases when the contract is invalidated by IIJ.

End of the page.

Top of Page