Our Service Level Agreement (SLA) offers unparalleled service + support for your network 24 hours a day 365 days a year. Working together with other major backbone providers, our Intelligent Routing system guarantees a high level of Internet connectivity even in the event of outages.
Guaranteed Internet Connectivity
Internap Japan will inform you within 30 minutes of issues affecting Internet connectivity. If priority 1 events cannot be resolved within 30 minutes, we will refund you in line with the policy below.
- Level of problem Definition of each level Coverage of SLA
- Level 1 Total system breakdown. State in which a PING to all hosts is impossible. Access to access routers and access ports is impossible. ○
- Level 2 Partial system breakdown. PING to some hosts is possible. Access routers and access ports show some problems. ×
- Level 3 Engineering works scheduled by Internap for maintenance and other purposes underway. ×
- Length of problem Amount of refund
- Less than 30 minutes No refund
- 30 minutes to less than 60 minutes Amount equal to half day's charge (calculated from monthly service charge) will be refunded.
- 60 minutes to less than 180 minutes Amount equal to one day's charge (calculated from monthly service charge) will be refunded.
- 180 minutes or longer Amount equal to three days' charge (calculated from monthly service charge) will be refunded.
- Failure to notify customers of problem within 30 minutes Amount equal to one day's charge (calculated from monthly service charge) will be refunded.
Guaranteed Network Performance
We proactively monitor all traffic traversing our network guaranteeing you a constant high level of network support and management. If we breach the guarantee as stated below, we will refund you.
- Quality items Guaranteed connection quality
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Network availability
At least 99.7% for networks between Japan and the United States
At least 99.7% for networks between Japan and Europe - Delay 150ms or less for networks between Japan and the United States - both ways 325ms or less for networks between Japan and Europe - both ways
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Packet loss
1% or less for networks between Japan and the United States
1% or less for networks between Japan and Europe
Our SLA allows you to use the Internet in ways you had previously thought impractical.
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Use of the best performing path through our upstream providers.
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TV conferences for board meetings.
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Real time streaming previously not possible on CDN platforms.
