Last Updated: December 2020
This Service Level Agreement ("SLA") applies to your paid use of the Alibaba Cloud International Website Application Monitoring service ("Service"), a feature of Application Real-Time Monitoring Service (ARMS). 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 versions of the Service.
1. Definitions
1.1 "Average Error Rate" means the sum of all Error Rates across all Time Intervals in a billing month, divided by the total number of Time Intervals in that billing month.
1.2 "Error Rate" means the number of Failed Transactions divided by the Total Transactions during each Time Interval.
1.3 "Exclusions" means any unavailability, suspension, or termination of the Service caused by any of the following:
Suspension or termination described in Clause 8.2 of the Membership Agreement.
Force majeure events or events outside our reasonable control, including earthquakes, epidemics, submarine communication cable outages, telecommunications infrastructure failures, riots, Acts of God, etc.
Your actions or inactions in connection with your use of the Service.
Equipment, software, and/or technology provided by you or any third party not under our direct control.
Your failure to follow required configurations for the Service.
Your or your users' illegal or unlawful use of the Service, or breach of the Product Terms, Terms of Use, or Membership Agreement.
Non-payment of applicable charges.
Critical failures of the relevant internet service provider(s).
Scheduled Downtime.
Use of application frameworks or plugins outside the scope of our support.
1.4 "Failed Transactions" means requests that return HTTP 5XX server error status codes, as reported by Alibaba Cloud.
1.5 "Monthly Service Fee" means the total charges you paid for the Service in one billing month. If you prepaid a lump sum, the Monthly Service Fee equals the lump sum divided by the number of months covered.
1.6 "Monthly Uptime Percentage" is calculated as:
Monthly Uptime Percentage = 100% - Average Error Rate
1.7 "Scheduled Downtime" means planned downtime for network, hardware, or service maintenance and upgrades. We will use commercially reasonable efforts to notify you in writing before Scheduled Downtime begins.
1.8 "Service Credit" means the percentage of the Monthly Service Fee credited to you for the affected Service, as determined through the claims process in Section 3.
1.9 "Service Guarantee" has the meaning set forth in Section 2 of this SLA.
1.10 "Time Interval" means a 5-minute period.
1.11 "Total Transactions" means the total number of requests from you received by Alibaba Cloud within each Time Interval.
2. Service Guarantee
Alibaba Cloud shall use commercially reasonable endeavors to provide a Monthly Uptime Percentage of at least 99.90% for each billing month ("Service Guarantee").
If we fail to meet this commitment, you may claim a Service Credit as described in Section 3. The Service Guarantee does not apply to Exclusions.
3. Claims and credits
3.1 How to file a claim
If you believe the Service Guarantee was not met in a billing month, submit a claim that includes:
A detailed description of the incident
The dates and number of Failed Transactions and Total Transactions for the claimed month
Information about the affected instances
Any additional information we reasonably request
3.2 Claim deadline
Submit your claim within 30 days after the last day of the billing month in which the incident occurred. Claims submitted after this deadline constitute an irrevocable waiver of your right to the Service Credit.
After we receive 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 applies 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 to you as early as possible.
3.3 Service Credit tiers
| Monthly Uptime Percentage | Service Credit |
|---|---|
| Less than 99.90% but >= 99.00% | 15% of Monthly Service Fee |
| Less than 99.00% but >= 95.00% | 30% of Monthly Service Fee |
| Less than 95.00% | 100% of Monthly Service Fee |
3.4 Credit limitations
Scope: Service Credits apply only to fees for the affected Service, not to other Alibaba Cloud services, unless we state otherwise in writing.
Cap: The Service Credit for any billing month will not exceed 100% of the Monthly Service Fee for the affected Service or resource in that billing month.
Validity: Use your Service Credit within 1 month from the date it becomes available.
Finality: Our determination on your claim is final and binding.
4. Additional terms
4.1 System records: If there is a discrepancy between your records and ours, our system records prevail unless the discrepancy results from a material error or malfunction of our system.
4.2 Exclusive remedy: Service Credits are your sole and exclusive remedy for any Service performance failure. We are not liable for any direct, indirect, consequential, or incidental damages, losses, or expenses whatsoever, including but not limited to lost profits or business, whether the claim arises in contract, tort (including negligence), or otherwise.
4.3 SLA amendments: We may update this SLA at any time by posting an amended and restated version on the Alibaba Cloud International Website. Your continued use of the Service after the update constitutes acceptance of the amended SLA.
4.4 Governing relationship: This SLA is part of your agreement for the purchase and use of the Service.