Eligible Services: This Service Level Agreement applies only to Internet Colocation services that are being provided in Japan.

Conditions of Applicability: For this Service Level Agreement to apply the customer is contractually committed to a service term of at least one year

Network Quality

Network Latency Guarantees

North American Network Latency Guarantee Scope:
Verizon's North American Network Latency Guarantee is average round-trip transmission of 45 milliseconds or less between Verizon-designated inter-regional transit backbone network routers ("Hub Routers") in North America.

EMEA (Europe) Network Latency Guarantee Scope:
Verizon's EMEA (Europe) Network Latency Guarantee is average round-trip transmission of 30 milliseconds or less between Verizon-designated inter-regional transit backbone network routers ("Hub Routers") in EMEA (Europe).

Transatlantic Network Latency Guarantee Scope:
Verizon's Transatlantic Network Latency Guarantee is average round-trip transmission of 90 milliseconds or less between a Verizon-designated Hub Router in the New York metropolitan area and a Verizon-designated Hub Router in the London metropolitan area.

Transpacific Network Latency Guarantee Scope:
Verizon's Transpacific Network Latency Guarantee is average round-trip transmissions of 160 milliseconds or less between a Verizon-designated Hub Router in the Los Angeles metropolitan area and a Verizon-designated Hub Router in the Tokyo metropolitan area.

Japan-United Kingdom Network Latency Guarantee Scope:
Verizon's Japan-United Kingdom Network Latency Guarantee is average round-trip transmissions of 330 milliseconds or less between a Verizon-designated Hub Router in the United Kingdom and a Verizon-designated Hub Router in the Tokyo metropolitan area.

Japan Network Latency Guarantee Scope:
Verizon's Japan Network Latency Guarantee is average round-trip transmissions of 30 milliseconds or less between Verizon-designated Hub Routers within Japan.

Intra Asia-Pacific Network Latency Guarantee Scope:
Verizon's Intra Asia-Pacific Network Latency Guarantee consists of:

Average round-trip transmissions of 115 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Singapore
Average round-trip transmissions of 125 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Hong Kong
Average round-trip transmissions of 150 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Australia
Average round-trip transmissions of 95 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Taiwan
Average round-trip transmissions of 80 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Korea
Average round-trip transmissions of 225 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in India
Average round-trip transmissions of 190 milliseconds or less between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in New Zealand

Network Latency Guarantee Process:
Latency shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month's Network performance statistics relating to the Network Latency Guarantees shall be posted at http://www.verizonenterprise.com/jp/about/latency/. No credits will be made if failure to meet a Network Latency Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).

Intra Asia Pacific Network Latency Guarantee Remedy:
If Verizon fails to meet one or more Intra Asia Pacific Network Latency Guarantees in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Monthly Fee for the internet connection portion of the Colocation services.

Network Latency Guarantee Remedy:
With the exception of the Intra Asia Pacific Network Latency Guarantee, if Verizon fails to meet any other Network Latency Guarantee in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Monthly Fee for the internet connection portion of the Colocation services.

Network Packet Delivery Guarantees

North American Network Packet Delivery Scope:
Verizon's North American Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between Verizon-designated Hub Routers in North America.

EMEA (Europe) Network Packet Delivery Guarantee Scope:
Verizon's EMEA (Europe) Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between Verizon-designated Hub Routers within EMEA (Europe).

Transatlantic Network Packet Delivery Scope:
Verizon's Transatlantic Network Packet Delivery Guarantee is packet delivery of 99.5% or greater between a Verizon-designated Hub Router in the New York metropolitan area and a Verizon-designated Hub Router in the London metropolitan area.

Transpacific Network Packet Delivery Scope:
Verizon's Transpacific Network Packet Delivery Guarantee is packet delivery of 99% or greater between a Verizon-designated Hub Router in the Los Angeles metropolitan area and a Verizon-designated Hub Router in the Tokyo metropolitan area.

Japan-United Kingdom Network Packet Delivery Scope:
Verizon's Transpacific Network Packet Delivery Guarantee is packet delivery of 99% or greater between a Verizon-designated Hub Router in the United Kingdom and a Verizon-designated Hub Router in the Tokyo metropolitan area.

Japan Network Packet Delivery Scope:
Verizon's Japan Transpacific Network Packet Delivery Guarantee is packet delivery of 99% or greater between Verizon-designated Hub Routers within Japan.

Intra Asia-Pacific Network Packet Delivery Guarantee Scope:
Verizon's Intra Asia-Pacific Network Packet Delivery Guarantee consists of:

Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Singapore
Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Hong Kong
Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Australia
Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Korea
Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in Taiwan
Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in India
Packet Delivery of 99% or greater between a Verizon-designated Hub Router in Tokyo and a Verizon-designated Hub Router in New Zealand

Packet Delivery Guarantee Process:
Packet Delivery shall be measured by averaging sample measurements taken during a calendar month between Hub Routers. Each month's Network performance statistics relating to the Network Packet Delivery Guarantees shall be posted at http://www.verizonenterprise.com/jp/about/latency/. No credits will be made if failure to meet a Network Packet Delivery Guarantee is attributable to reasons of Force Majeure (as defined in the applicable service agreement).

Intra Asia Pacific Network Packet Delivery Guarantee Remedy:
If Verizon fails to meet one or more Intra Asia Pacific Network Packet Delivery Guarantees in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Monthly Fee for the internet connection portion of the Colocation services.

Network Packet Delivery Guarantee Remedy:
With the exception of the Intra Asia Pacific Network Packet Delivery Guarantee, if Verizon fails to meet any other Network Packet Delivery Guarantee in any calendar month, Customer's account shall be automatically credited for that month for the pro-rated charges for one day of the Verizon Monthly Fee for the internet connection portion of the Colocation services.

Service Quality

100% Service Availability Guarantee

Service Availability Guarantee Scope:
Verizon's Service Availability Guarantee is to have the Verizon Network (as defined in the applicable service agreement) available 100% of the time.

Scheduled Maintenance Scope:
Scheduled Maintenance shall mean any maintenance at the Verizon hub to which Customer's circuit is connected (a) of which Customer is notified seven calendar days in advance, and (b) that is performed at the Verizon hub to which Customer's circuit is connected. Notice of Scheduled Maintenance will be provided to Customer's designated point of contact by email or pager, as elected by Verizon. Upon receiving such notice, Customer may request to have such maintenance postponed to a later date if agreed to by Verizon.

Service Availability Guarantee Process:
Customer must request credit for any "Network Unavailability" in writing. Network Unavailability consists of the number of minutes that the Verizon Network was not available to Customer, and includes unavailability associated with any maintenance at the Verizon hub to which Customer's circuit is connected other than Scheduled Maintenance. Outages will be counted as Network Unavailability only if Verizon notifies Customer of the outage in accordance with the Outage Reporting Guarantee set forth below, or if Customer opens a trouble ticket with Verizon customer support and submits a Credit Request Form within 30 days of the outage.

Network Unavailability will not include Scheduled Maintenance, or any unavailability resulting from (a) any telephone company circuits, (b) Customer's applications, equipment, or facilities, (c) acts or omissions of Customer, or any use or user of the service authorized by Customer or (d) reasons of Force Majeure (as defined in the applicable service agreement).

Service Availability Guarantee Remedy:
For each cumulative hour of Network Unavailability or fraction thereof in any calendar month, upon Verizon's receipt of a Credit Request Form, Customer's account shall be credited for the pro-rated charges for one day of the Verizon Monthly Fee for the service with respect to which a Service Availability Guarantee has not been met.

Customer Care Quality

Outage Reporting Guarantee

Outage Reporting Guarantee Scope:
Verizon's Outage Reporting Guarantee is to notify Customer within 30 minutes after Verizon's determination that Customer's service is unavailable. Verizon's standard procedure is to ping customer's colocated equipment every five minutes. If Customer's equipment does not respond after two consecutive five-minute ping cycles, Verizon will deem the service unavailable and will contact Customer's designated point of contact by a method elected by Verizon (telephone, email, fax or pager).

Outage Reporting Guarantee Process:
The Outage Reporting Guarantee is applicable only to service provided in Japan and is applicable only if Customer completes Verizon's Customer Information Form in its entirety. Customer is solely responsible for providing Verizon accurate and current contact information for Customer's designated points of contact. Verizon will be relieved of its obligations under this Outage Reporting Guarantee if Verizon's contact information for the Customer is out of date or inaccurate due to Customer's action or omission or if Verizon's failure is due to reasons of Force Majeure (as defined in the applicable service agreement).

Outage Reporting Guarantee Remedy:
If Verizon fails to meet the Outage Reporting Guarantee, upon Verizon's receipt of a Credit Request Form, Customer's account shall be credited the pro-rated charges for one day of the Verizon Monthly Fee for the service with respect to which this Guarantee has not been met; provided that (a) Customer may obtain no more than one credit per day, irrespective of how often in that day Verizon failed to meet the Outage Reporting Guarantee, and (b) the Credit Request Form is received within 30 days of the outage.

Denial of Service Response Guarantee

Denial of Service Guarantee Scope:
Verizon will respond to Denial of Service attacks reported by Customer within 15 minutes of Customer opening a complete trouble ticket with the Verizon Customer Support. Verizon defines a Denial of Service attack as more than 95% bandwidth utilization

Denial of Service SLA Process:
To open a trouble ticket for Denial of Service, Customer must call Verizon at the Asia Pacific Customer Contact Center and state: "I am under a Denial of Service Attack." A complete trouble ticket consists of Customer's Name, Account Number, Caller Name, Caller Phone Number, Caller Email Address and Possible Destination IP address/Type of Attack. Verizon shall use trouble tickets and other appropriate Verizon Business records to determine, in its sole judgment, SLA compliance. Customer must notify Verizon no later than 30 days after the Denial of Service attack(s) occurred.

Denial of Service SLA Remedy:
If Verizon fails to meet the Denial of Service Response SLA, Customer's account will be credited, at Customer's request, the pro-rated charges for one day of the Verizon Monthly Fee for the affected Service. Customer may obtain no more than one credit per day, regardless of the number of Denial of Service SLA non-compliances during the day.

* The Japan Direct SLA and its associated remadies will apply to each dedicated Internet access connection in Japan ordered as part of IP VPN Remote Access Service, provided that references in that Direct SLA to credits calculated on the basis of a Verizon Business Monthly Fee shall mean the Monthly Fee for the dedicated Internet access connection for which that Direct SLA was not met, not the entire Monthly Fee for IP VPN Remote Access Service.

JAPAN Internet Colocation SLA