KDDI Domestic Ethernet Services

Service Level Agreement (SLA)

KDDI has set Service Level Agreement for the following two events to enable customers to feel reassured when using our services. In the unlikely event that these standards are not met, we will refund part of the service charges paid by customers.

Delay in network launch
SLA applicable zone Zones in which KDDI's domestic Ethernet service is available
Assurance standard KDDI honors our customers' network launch deadlines.
Refund Refund condition Refund amount
Length of delay until network launch 1 day 1/10 of refundable charges
2 - 14 days 1/4 of refundable charges + 1/100 x (the number of delayed days - 1day)
15 days 1/4 of refundable charges
16 - 27 days 1/4 of refundable charges + 1/50 x (the number of delayed days - 15 days)
28 days or more 1/2 of refundable charges
  • SLA is not applicable to the Bandwidth Guarantee Type/10Mbps (Single Class) or the Bandwidth Choice Type.
Failure recovery
SLA Applicable Zone Zones in which KDDI's domestic Ethernet service is available
Assurance standard In the event that the service becomes unavailable for reasons not attributable to the customers' responsibilities [1], KDDI will restore the service within one hour of becoming aware of such failure.
Refund   Refund condition Refund amount
Length of delay until failure recovery 1 hour to less than 2 hours 10% of refundable charges
2 hours to less than 4 hours 20% of refundable charges
4 hours to less than 6 hours 30% of refundable charges
6 hours to less than 8 hours 40% of refundable charges
8 hours to less than 72 hours 50% of refundable charges
72 hours or more 100% of refundable charges
  • [1]
    Excluding scheduled network outages.
  • SLA is not applicable to the Bandwidth Guarantee Type/10Mbps (Single Class) or the Bandwidth Choice Type.

Refundable charges: This amount is calculated by deducting an appropriate discount from a sum comprising the basic charge for line usage, charge for usage of the wiring installation equipment, and the charge for usage of an ONU.

Contact