Application Real-Time Monitoring Service:Application Real-Time Monitoring Service: Managed Service for OpenTelemetry Service Level Agreement

This Service Level Agreement ("SLA") applies to your paid use of the Alibaba Cloud International Website Managed Service for OpenTelemetry ("Service"). Your use of the Service is subject to the Alibaba Cloud International Website Product Terms of Service ("Product Terms") between the relevant Alibaba Cloud entity described in the Product Terms ("Alibaba Cloud", "us", or "we") and you. This SLA does not apply to free or trial services.

Service guarantee

Alibaba Cloud will use commercially reasonable endeavors to maintain a Monthly Uptime Percentage of at least 99.90% each billing month ("Service Guarantee"). If the Service does not meet this guarantee, you can claim a Service Credit as described in this SLA. The Service Guarantee does not apply to Exclusions.

Service credits

If the Monthly Uptime Percentage falls below 99.90% in a billing month, a Service Credit applies as follows:

Service Credit rules:

• A Service Credit is a percentage of the Monthly Service Fee for the affected Service, credited to your account.

• Service Credits can only offset fees for this Service, not for other Alibaba Cloud services, unless we state otherwise in writing.

• The Service Credit for any billing month does not exceed 100% of the Monthly Service Fee for the affected Service or Service resource in that month.

• Service Credits must be used within one (1) month from the date they become available.

Claims process

To claim a Service Credit, submit a request within 30 days after the last day of the billing month in which the incident occurred. Failure to submit within this period constitutes an irrevocable waiver of your right to claim that Service Credit.

Your claim must include:

• A detailed description of the incident

• The dates and number of Failed Transactions and Total Transactions within the claimed month

• Information about the affected instances

• Any other information we reasonably request to support your claim

After receiving your claim, we will review it and may request your cooperation in a joint investigation. We will determine in good faith whether a Service Credit is warranted and notify you of the result as soon as reasonably practicable. We will use commercially reasonable effort to process your claim and provide the Service Credit as early as possible.

Any decision we make regarding a Service Credit claim is final and binding.

Exclusions

The Service Guarantee does not apply to unavailability, suspension, or termination caused by:

1. Suspension or termination described in Clause 8.2 of the Membership Agreement

2. Force majeure events, including earthquakes, epidemics, submarine cable outages, telecommunications infrastructure failures, riots, Acts of God, etc.

3. Your actions or inactions in connection with the Service

4. Your or any third party's equipment, software, or technology not under our direct control

5. Your failure to follow required Service configurations

6. Illegal or unlawful use of the Service, or breach of the Product Terms, Terms of Use, or Membership Agreement

7. Non-payment of charges

8. Critical accidents or failures of relevant internet service providers

9. Scheduled Downtime

10. Issues with the open source client itself or improper client usage

Definitions

Average Error Rate -- The sum of all Error Rates across all Time Intervals in a billing month, divided by the total number of Time Intervals in that month.

Error Rate -- The number of Failed Transactions divided by Total Transactions during each Time Interval.

Failed Transactions -- Internal server errors indicated by Alibaba Cloud as error status "5XX" for transaction requests.

Monthly Service Fee -- The total charges you pay for the Service in one billing month. For upfront lump-sum payments, the Monthly Service Fee equals the lump sum divided by the number of months the payment covers.

Monthly Uptime Percentage -- Calculated as:

Monthly Uptime Percentage = 100% - Average Error Rate

Scheduled Downtime -- Performance failure relating to network, hardware, or service maintenance or upgrades. We will use reasonable commercial endeavors to provide written notice before Scheduled Downtime begins.

Service Credit -- The percentage of the Monthly Service Fee credited to you for a valid claim under this SLA.

Service Guarantee -- The commitment defined in the Service guarantee section of this SLA.

Time Interval -- 5 minutes.

Total Transactions -- The total number of requests from you received by Alibaba Cloud within each Time Interval.

Additional terms

1. System records prevail. If your records and ours differ regarding a claim, our system records are the final reference for calculating Service Credits, unless the discrepancy results from a material error or malfunction in our system.

2. Sole remedy. The Service Credits in this SLA are your sole and exclusive remedy for any Service performance failure. We are not liable to you or any person claiming through you for any direct, indirect, consequential, or incidental damages or losses, including loss of profits or business, whether in contract, tort (including negligence), or otherwise.

3. Right to amend. We may change this SLA at any time by posting an updated version on the Alibaba Cloud International Website. Continued use of the Service after publication of an amended SLA constitutes acceptance of the amended terms.

4. Part of your agreement. This SLA is part of your agreement for purchase and use of the Service.