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Service Level Agreement (SLA) Program : Internet Access Service SLA

IIJ's Internet access services guarantee the following service quality.

Evaluation items and guarantee details

Evaluation item Description
Availability IIJ guarantees that the customer will always be able to connect to the Internet.
Latency IIJ guarantees that the monthly average round-trip response time across IIJ's entire domestic backbone network does not exceed 25 milliseconds.
The latency for a given month will be reported on IIJ's Web page at the beginning of the following month.
Packet Loss Rate IIJ guarantees that the monthly average packet loss rate across IIJ's entire domestic backbone network does not exceed 0.1%.
The packet loss rate for a given month will be reported on IIJ's Web page at the beginning of the following month.
Outage Notification IIJ guarantees that the contact designated by the customer will be notified within 30 minutes of the detection of a network outage.

Details of Guarantee for Each Service

  Availability Latency Packet Loss Rate Outage Notification
     
   
   
   
   
   
     
     
IIJ FiberAccess/Q Service      
IIJ FiberAccess/C Service      
     
   
   

User fee credit

IIJ does its utmost to provide the guaranteed level of service. However, in the event that quality of service is adversely affected, a credit towards user fees will be provided according to the conditions of the guarantees as outlined separately.

1. Procedures for fee credit

(1) Application

In the event of a situation warranting credit of user fees, please fill out the IIJ Fee Credit Application form and send it by mail to the IIJ SLA office, within two weeks of such occurrence. User fee credit applications are not accepted after the end of this two-week period.
There is no need to submit a Fee Credit Application form when the latency value exceeds the guaranteed limit.

IIJ Fee Credit Application Form

The IIJ Fee Credit Application formblank is available in portable document format(PDF) on our Web site. Please download the form and print it out.

Submit Fee Credit Application form to:

Internet Initiative Japan, Inc., SLA Office
Iidabashi Grand Bloom, 2-10-2 Fujimi, Chiyoda-ku, Tokyo 102-0071

(2) Receipt and confirmation

The fee credit procedures will be carried out after the receipt and confirmation of the application form. Also, it may not be possible to offer a fee credit in cases where details of the application cannot be confirmed.

(3) Fee credit

The fee credit will applied to the basic monthly charge for the following month or two months later following the occurrence warranting a credit of fees.

2. Maximum fee credit

The maximum fee credit is the basic monthly charge applied by IIJ in the month in which the conditions warranting credit of fees occurs. If there is a revision of subscriber services in the month concerned, the basic monthly charge will be the amount stipulated by the subscriber contract.
Furthermore, the basic monthly charge does not include the cost of the access line.

3. Fee credit amount

(1) When the availability guarantee is not fulfilled

(For each instance when Internet service cannot be accessed for a certain period of time)

Period of unavailability Total amount
Over 30 minutes less than 60 minutes Credit 1/90 of the basic monthly charge
Over 60 minutes less than 12 hours Credit 1/30 of the basic monthly charge
Over 12 hours less than 24 hours Credit 1/10 of the basic monthly charge
Over 24 hours less than 3 days Credit 1/5 of the basic monthly charge
Over 3 days less than 7 days Credit 1/3 of the basic monthly charge
Over 7 days less than 14 days Credit 1/2 of the basic monthly charge
Over 14 days Full credit of the basic monthly charge

(2) If latency exceeds the guaranteed limit for two consecutive months

Total amount

1/30 of the basic monthly charge

(3) If notification of outage is not carried out within the guaranteed time frame

(For each occurrence)

Total amount

1/30 of the basic monthly charge


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