Service Level Agreement (SLA) Program : FAQ

Q1. What does IIJ's SLA program guarantee?

The SLA program guarantees availability, latency, and outage notification.

Q2. Why was SLA begun?

SLA was initiated in order to provide better customer service by guaranteeing IIJ's Internet service quality using specific criteria.

Q3. Will SLA be expanded in the future?

SLA will be expanded to further increase the satisfaction of our customers. However, specific details and the time frame are not yet available.

Q4. For which of IIJ's services will SLA be introduced?

IIJ Internet Access Service, IIJ T1 Standard, IIJ Economy Service, IIJ Datacenter Connection Service, IIJ DSL/F Service, IIJ FiberAccess/F Service and IIJ Managed Firewall Service.

Q5. I would like to be covered by the SLA program, how do I apply?

Subscribers of IIJ's Internet connection service will automatically be enrolled in the program through a revision of the user agreement on June 1, 1999. There is no need for an additional agreement in order to be covered by SLA. New customers for IIJ's Internet connection service will also be covered by SLA when they sign up.

Q6. Will there be an additional charge when the SLA program begins?

There are no additional charges.

Q7. So, SLA will not be introduced for other IIJ services?

At first it will only be available for the Internet connection service, however we expect to introduce it for other services at some time in the future.

Q8. What is the "basic monthly charge" to which the user fee credit is applied?

It is the basic charge for one month of service at the time when the availability or outage notification guarantee is applicable. For the latency guarantee, if quality is substandard for two consecutive months, the credit will be applied to the basic charge of the subsequent month.

* The user fee credit does not apply to the access line charge for either of these guarantees.

Q9. Will SLA be applicable if usage is suspended for outage restoration or equipment expansion?

The SLA program is not applicable.

Q10. Will SLA be applicable when outage recovery is not carried out by the customer?

SLA is not applicable.

Q11. Does SLA apply when outage notification is not received because the customer is unable to receive the notification?

SLA is not applicable.

Q12. Is SLA coverage applicable for outage notification if IIJ is unable to carry out outage monitoring, due to reasons originating with the customer?

SLA is not applicable.