Nick, I had experienced similar situation in last year. We evaluated our internet connectivity on application layer to explain our connectivity for our customer.
I had presentation in JANOG21 (JApan Network Operators' Group 21th meeting) in January. JANOG i18n members translated my Japansese material. http://www.janog.gr.jp/en/index.php?JANOG21%20Programs#t4bc51ef
