KDDI For Business: Powered Ethernet > Service Level Agreement (SLA)

SLA (Service Lebel Agreement)

Maintenance and Monitoring System

SLA Applicable Zone	Zone excluding zone from service provider to the access line equipment (within the KDDI Powered Ethernet network)
Guarantee	Monthly average IP packet delay time of 35 milliseconds or less within the KDDI specified zones[1]
Refunds	Refund Condition	Refund Amount
	If the monthly average value exceeds 35 milliseconds	1/30th of the applicable fees

[1]	KDDI specified zones: With Tokyo as the starting point, those zones between main points such as Hokkaido and Kyushu within the Powered Ethernet network (excluding access zones).

*	The monthly average value is calculated from data acquired by sending packets every five milliseconds for measurement purposes within each measuring zone.

Click here for delay information.

SLA Applicable Zone	Within KDDI Powered Ethernet networks, including access line equipment [2] (Refer to the SLA Applicable Scope above.)
Guarantee	A 99.99% availability (in units of calendar months) throughout the KDDI Powered Ethernet network [3]
Refunds	Refund Condition	Refund Amount
	99.99% or higher	-
	99.80 to 99.98%	1/90th of the applicable fees
	98.00 to 99. 79%	1/30th of the applicable fees
	95.00 to 97. 99%	1/10th of the applicable fees
	90.00 to 94. 99%	1/5th of the applicable fees
	Less than 90.00%	Full refund of applicable fees

[2]

Does not include DSU/ONU and Ethernet converters. Also, in the case of Mega Data Netz, does not include other company lines and line equipment.

[3]

Availability Application Conditions:

	Does not apply in the case of DSL, Ethernet (Type S) or High-Speed Digital (Economy Class).
	Does not apply to gateway options.
	Does not apply to time that lease is suspended due to planned construction, et al.
	Does apply to natural disasters (e.g., wind and flood damage, lightning, earthquakes).

SLA Applicable Zone	Refer to the SLA Applicable Scope above.
Guarantee	When the service becomes unavailable due to no fault of the client, KDDI will make the service available again within one hour from when KDDI becomes aware of the failure. Moreover, in the case of locations using Dual Access Service, KDDI will make the service available again within 10 minutes.
Refunds		Refund Condition	Refund Amount
		Refund Condition	Locations using Dual Access Service	Other
	Delay time until recovery	10 to 59 minutes	30% of the applicable fees	0%
		1 hour to 1 hour and 59 minutes	40% of the applicable fees	10% of the applicable fees
		2 hours to 3 hours and 59 minutes	50% of the applicable fees	20% of the applicable fees
		4 hours to 5 hours and 59 minutes	60% of the applicable fees	30% of the applicable fees
		6 hours to 7 hours and 59 minutes	70% of the applicable fees	40% of the applicable fees
		8 hours to 71 hours and 59 minutes	80% of the applicable fees	50% of the applicable fees
		Over 72 hours	100% of the applicable fees	100% of the applicable fees

*	Does not apply in the case of DSL, Ethernet (Type S) or High-Speed Digital (Economy Class).
*	Does not apply to time that lease is suspended due to planned construction, et al.
*	Does apply to natural disasters (e.g., wind and flood damage, lightning, earthquakes).

Refunds will be calculated based on your monthly bill. (However, this does not include other company line usage fees and other company basic line fees.)

*	The maximum refund is in the amount of the entire monthly bill.

Pamphlets for various service may be downloaded from here All of them are PDF files.(Japanese Only)

2006/01 986KB

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