KDDI Flexible Private Leased Circuit Service

SLA (Service Level Agreement)

KDDI has set Service Level Agreement for the following 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.

SLA for network latency
SLA applicable zone Entire zone in which KDDI's Flexible Private Leased Circuit Service is available
Assurance standard KDDI controls network latency in order to provide the service within a certain fluctuation range from the standard level of network latency, which has been notified to customers at the time of signing the contract.
If the fluctuation of network latency which exceeds the level stated below continues for over 48 hours, a certain rate of charges will be refunded.
Refund Refund condition Refund amount
[Lines installed within the same area] When the increment of round-trip latency exceeds 2msec. 10% of basic line charges
[Lines installed between the Kanto and Kansai areas] When the increment of round-trip latency exceeds 4msec. 10% of basic line charges
  • SLA is not applicable to the Dedicated Interface menu.
  • Excluding the fluctuation of network latency that results from the relocation of lines based on customers' requests or applications.
  • [Disclaimer]
    KDDI may redefine the standard level of network latency along with changes on our network configuration. In this case, KDDI will notify customers.
SLA for failure recovery time
SLA applicable zone Entire zone in which KDDI's Flexible Private Leased Circuit Service is available
Assurance standard In the event of failure, KDDI will recover it within less than 30 minutes.
If the recovery takes more than 30 minutes, a certain rate of charges will be refunded depending on the time required.
Refund Refund condition Refund amount
Length of delay until failure recovery 30 minutes to less than 1 hour 3% of basic line charges
1 hour to less than 2 hours 10% of basic line charges
2 hours to less than 4 hours 20% of basic line charges
4 hours to less than 6 hours 30% of basic line charges
6 hours to less than 8 hours 40% of basic line charges
8 hours to less than 48 hours 50% of basic line charges
48 hours or more 100% of basic line charges
  • Length of delay until failure recovery shall be calculated from the time that KDDI detects the failure.
  • Excluding the case that the network is unavailable due to the temporary discontinuation of leasing as a result of customers' requests or planned construction work.
SLA for failure notification
SLA applicable zone Entire zone in which KDDI's Flexible Private Leased Circuit Service is available
Assurance standard In the event that failure continues for more than 3 minutes, KDDI will notify customers by using their specified contact information within less than 30 minutes.
If customers are not notified of the event within 30 minutes, a certain rate of charges will be refunded.
Refund Refund condition Refund amount
Length of time required for notification 30 minutes or more 3% of basic line charges
  • Length of time required for notification shall be calculated from the time that KDDI detects the failure.
  • Excluding the case that the network is unavailable as a result of customers' requests.
SLA for delay in network launch
SLA applicable zone Entire zone in which KDDI's Flexible Private Leased Circuit Service is available
Assurance standard KDDI honors our customers' network launch deadlines.
In the event that KDDI missed the network launch deadlines, a certain rate of charges will be refunded depending on the number of days delayed.
Refund Refund condition Refund amount
Number of days delayed in network launch 1 day 1/10 of basic line charges
2 - 14 days 1/10 + 1/100× (length of delay - 1 day)
15 days 1/4 of basic line charges
16 - 27 days 1/4 + 1/50× (length of delay - 15 days)
28 days or more 1/2 of basic line charges
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