Service Level Agreement（SLA）
IIJ America is committed to provide best availablity for GIO-US services.
(*1) Based on Each Hypervisor's (not a guest VM) availability
＊The numbers are truncated beyond the third decimal point.
＊Total monthly minute is calculated as (30 or 31 days) x (60 min x 24hr)
IIJ America will subtract 10% credit from applied service ID (*2)
(*2) Only applied to VM on effected hypervisor and SLA Credit Approval must be met.
SLA Credit Exclusion
SLA Credits do not apply for periods during which the Services are not available for the following reasons.
- Problems arising from Customer or any Third Party’s software, hardware, or other technology or equipment.
- Customer operation issues (shutdown, misconfiguration etc).
- Force Majeure events.
- System Maintenance processed by IIJ America or Customer.
- The Denial Of Service or any other vulnerability found in or to Guest Environment.
Customer is eligible to receive SLA Credit, subject to the following process.
１. Submit SLA Credit Approval Form
２. Submit Log indicates loss of use. (e.x. event log, Monitoring log etc)
Customer must submit SLA Credit Approval Form within 15 days from loss of service.
After submission of the Form, the customer has 14 additional days to submit Logs.
Customers who at the time of the report of the Claimed Outage are not current on their payment of the fees for the Services do not qualify for SLA Credits for such Claimed Outage.
SLA Credit Approval Form
Fill out and submit this form via email.
Subject: SLA Credit Request for IIJ GIO US
2. [IIJA Sales Rep]
4. [Attach Log]