Service Quality
1. Availability
Global IP Network Service is available to Customers 100% of the time.
NTT Europe guarantees in principle that its network will function 100% of the time. In the event of service being completely disrupted due to circumstances caused by NTT Europe, and if NTT Europe cannot correct the problem within 15 minutes of identifying it, NTT Europe will issue credits according to the total downtime.
Subject to the "NTT Europe Backbone Network SLA Terms and Conditions", NTT Europe will issue a credit to the Customer for Network outages equal to one day's worth of the Base Fee paid by the Customer, multiplied by each hour (or portion thereof rounded to the next hour) of the cumulative duration of such network outages during a particular month.
2. Latency
Global IP Network Service guarantees monthly average round-trip packet transmission (Latency) within the NTT Communications Global IP Network.
Latency| Intra-Europe | Transatlantic | Intra-USA | Trans-Pacific | Europe-Japan |
| 35 ms | 90 ms | 60 ms | 130 ms | 300 ms |
NTT Europe's goal is to limit latency on the NTT Europe Backbone to:
i) 60 milliseconds or less for the North American Network,
ii) 90 milliseconds or less for the Trans-Atlantic Network and
iii) 130 milliseconds or less for the Trans-Pacific Network.
Subject to the "NTT Europe Backbone Network SLA Terms and Conditions", if latency on the North American Network, the Trans-Atlantic Network or the Trans-Pacific Network, as applicable, for any calendar month exceeds the time frame allocated for that portion of the NTT Europe backbone, NTT Europe will issue a credit to the Customer equal to one day's worth of the Base fee paid by the Customer for the month in question.
3. Packet Loss
Global IP Network will maintain a monthly average packet loss rate for the Intra Europe Network of 0.1% or less and the remaining NTT Europe Backbone of 0.3% or less.
NTT Europe's goal is to limit Packet Loss on the Intra Europe Network to 0.1% or less and the remaining NTTE Backbone to 0.3% or less. If Packet Loss on the NTTE Backbone exceeds 0.1% for the Intra Europe Network or 0.3% for the remaining NTTE Backbone during any calendar month, NTT Europe will issue a credit to the Customer equal to one day's worth of the Base Fee paid by the Customer for the month in question.
4. Average and Maximum Jitter
NTT Europe's goal is to limit Jitter level on the NTT Europe Backbone, as follows:
Average Jitter: 500 microseconds or less; and
Maximum Jitter: not to exceed 10 milliseconds for more than 0.1% of any calendar month.
If Average Jitter on the Backbone exceeds 500 microseconds; or if Maximum Jitter exceeds 10 milliseconds for more than 0.1% of a calendar month, NTT Europe will issue a credit to Customer equal to one day's worth of the Base Fee paid by Customer for that month.
5. Applications and charges
The SLA applies to all Global IP Network Service customers, therefore no application is necessary. No additional charges will be levied. The refund's upper limit is the monthly charge, and customers will be asked to claim their refunds via NTT Europe Ltd. within 7 days of the minimum service standards being breached.
Performance Statistics:
The latest Performance Statistics show Availability, Latency, Packet Loss, Average Jitter and Max Jitter.
Terms & Conditions
Global IP Backbone Network SLA Terms & Conditions (PDF)