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We guarantee quality within KDDI IP-VPN (between PEs) networks and will refund customers the stated charges if service does not meet the established standards set by KDDI, ensuring service quality at set levels.
The items guaranteed in the SLA are as follows.
We guarantee that the KDDI IP-VPN network connection will be usable at all times (usable at all times within KDDI POI to IP-VPN network).
We guarantee that the average delay time per month for the entire KDDI domestic backbone network will remain below a fixed value.
We guarantee recovery within a fixed period of time if a KDDI domestic backbone network fails.
We guarantee that the backbone section will be usable at all times from the POI, which connects the customer’s access line. If availability is less than 99.9% per month, then we will refund part of the applicable monthly usage charges according to the rate. Availability guarantees are effective for each individual access line.
If availability falls below 99.9% per month we will refund part of the monthly charges as shown in the table below.
Availability |
Refund rate |
99.8% or higher and less than 99.9% |
1/90 |
98.0% or higher and less than 99.8% |
1/30 |
95.0% or higher and less than 98.0% |
1/10 |
90.0% or higher and less than 95.0% |
1/5 |
Less than 90.0% |
1/1 |
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We guarantee that the average network round-trip time delay per month (*) for the entire KDDI domestic backbone network will remain at 35 ms (100 bytes) or less. We will refund 1/30 of the applicable monthly usage charges if this figure rises above 35 ms.
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This is the average monthly value for the round-trip time of ICMP packets (100 bytes), from PE to PE which are not on the same station, measured at five-minute intervals (five times per cycle).
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We guarantee recovery within a fixed period of time if failure occurs at a section guaranteed by SLA. If the time from when KDDI detects the failure until recovery has been confirmed to exceed the times stipulated below, we will refund part of the applicable monthly usage charges accordingly as shown in the table below.
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Since the service guarantees round-the-clock usability within the guaranteed section, cases where usability is ensured by redundant pathways are not covered by the recovery time guarantee.
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Recovery time |
Refund rate |
Less than 1 hour |
0% |
1 hour to 1 hour 59 minutes |
10% |
2 hours to 3 hours 59 minutes |
20% |
4 hours to 5 hours 59 minutes |
30% |
6 hours to 7 hours 59 minutes |
40% |
8 hours to 71 hours 59 minutes |
50% |
72 hours or more |
100% |
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