This Service Level Agreement (SLA) defines the service availability metrics and the compensation plan for Application Real-Time Monitoring Service - Application Monitoring ("Application Monitoring"), which Alibaba Cloud provides to customers.
1. Definitions
Service cycle: Alibaba Cloud measures Application Monitoring availability by service cycle. One service cycle is one calendar month.
Valid request: A request received by the Application Monitoring server.
Failed request:
- A request that receives a 5XX status code from the domain name because of an Application Monitoring system issue.
- A request that fails to reach the Application Monitoring server because of an Application Monitoring failure. If the number of failed requests cannot be obtained during an Application Monitoring service failure, Alibaba Cloud calculates the average number of requests that you sent per minute over the previous 7 calendar days. Alibaba Cloud then multiplies this average by the duration of the failure to obtain the number of failed requests.
5-minute error rate: The error rate calculated in 5-minute units by using the following formula.
5-minute error rate = (Number of failed requests in 5 minutes / Total number of valid requests in 5 minutes) × 100%
Monthly service fee: The total service fee that you pay for Application Monitoring under one Alibaba Cloud account in one calendar month.
2. Service availability
2.1 Service availability calculation
Service availability is measured per service cycle and calculated by using the following formula:
Service availability = (1 - (∑ 5-minute error rates in the service cycle / Total number of 5-minute intervals in the service cycle)) × 100%
(Note: Total number of 5-minute intervals in the service cycle = 12 × 24 × Number of days in the service cycle)
2.2 Service availability commitment
The service availability of Application Monitoring is no less than 99.5%. If Alibaba Cloud fails to meet this commitment, you can claim compensation as described in Section 3 of this agreement.
Compensation does not cover service unavailability caused by any of the following:
- System maintenance that Alibaba Cloud performs after notifying you in advance, including cutovers, repairs, upgrades, and failure drills
- No network connectivity between the region where your application runs and the Application Monitoring server
- Failures or configuration changes of networks or devices that do not belong to Alibaba Cloud
- Hacker attacks against your application
- Loss or leakage of data, passwords, or credentials caused by your improper maintenance or improper confidentiality measures
- Your negligence or operations that you authorize
- Your failure to follow the Alibaba Cloud product documentation or usage recommendations
- Frameworks and plug-ins used by your application that are outside the supported scope
- Data interruptions caused by changes that you make to your application, configurations, or network
3. Compensation plan
3.1 Compensation standards
Alibaba Cloud calculates the compensation amount based on the monthly service availability of Application Monitoring under your Alibaba Cloud account, as described in the following table. Compensation is provided only as vouchers that you can use to purchase Application Monitoring. The total compensation does not exceed the monthly service fee that you paid for Application Monitoring under that account in the month when the service availability commitment was not met, excluding fees offset by vouchers.
For the causes of service unavailability that are excluded from compensation, see Section 2.2 of this agreement.
| Service availability | Voucher amount |
| Less than 99.50%, but equal to or greater than 99.00% | 15% of the monthly service fee |
| Less than 99.00%, but equal to or greater than 95.00% | 30% of the monthly service fee |
| Less than 95.00% | 100% of the monthly service fee |
3.2 Compensation claim window
After the fifth (5th) business day of each month, you can file a compensation claim for the service cycle of the previous month in which the service availability commitment was not met. You must file the claim within two (2) months after the end of the month in which Application Monitoring did not meet the service availability commitment. Claims filed after this window are not accepted.
4. Other
Alibaba Cloud reserves the right to modify the terms of this SLA. If the terms of this SLA change, Alibaba Cloud will notify you 30 days in advance by posting an announcement on the website or by sending an email. If you do not agree with the modifications, you can stop using Application Monitoring. If you continue to use Application Monitoring, you accept the modified SLA.