ApsaraMQ for RabbitMQ:SLA

Availability guarantee

Alibaba Cloud commits to a 99.95% Monthly Uptime Percentage for each billing month, calculated as follows:

Monthly Uptime Percentage = 100% x (total operating minutes - Downtime) / total operating minutes

Downtime is the total number of minutes in a billing month during which all running instances have no external connectivity or cannot be operated. Scheduled maintenance windows are excluded from the calculation.

Service Credits

If the Monthly Uptime Percentage falls below 99.95%, you are entitled to Service Credits based on the following tiers:

Usage limits:

• The total Service Credit for any billing month cannot exceed 100% of the Monthly Service Fee for the affected service.

• Service Credits expire 1 month after they become available.

How to file a claim

Submit a Service Credit claim within 30 days after the last day of the billing month in which the downtime occurred. Claims submitted after this deadline are waived.

Exclusions

The SLA does not cover downtime caused by:

• Suspension or termination under Clause 8.2 of the Membership Agreement

• Force majeure events, such as earthquakes, epidemics, submarine cable failures, or telecommunications infrastructure outages

• Actions or inactions on your part

• Third-party equipment, software, or technology not under Alibaba Cloud's direct control

• Failure to follow required service configurations

• Illegal or unlawful use of the service, or breach of the Product Terms, Terms of Use, or Membership Agreement

• Non-payment of charges

• Internet service provider (ISP) failures

• Scheduled maintenance

• Use of expired or end-of-life versions, or failure to perform a critical upgrade within 3 months of notification

Version history