Effective date: March 26, 2024
This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for Intelligent Data Construction and Administration (Dataphin).
Unless otherwise specified, this agreement does not apply to Dataphin features and versions that are in public preview, invitational preview, or are free of charge. This agreement also does not apply to the on-premises version of Dataphin.
1. Definitions
1.1 Service Period: A service period is one calendar month. If you use a Dataphin instance for less than a calendar month, the service period is still considered one full calendar month.
1.2 Total Minutes in a Service Period: The total number of minutes in a service period is calculated as: Total days in the service period × 24 (hours) × 60 (minutes).
1.3 Service Unavailability: Within a given minute, if all your consecutive attempts to connect to a specific Dataphin instance fail while its dependent services (ACK, RDS PostgreSQL, Redis, RocketMQ, OSS, and virtual private cloud (VPC)) are running normally, the instance is considered unavailable for that minute.
1.4 Downtime in Minutes: The total number of minutes that a Dataphin instance is unavailable within a service period.
1.5 Monthly Service Fee: The total service fee you pay for a single Dataphin instance in a calendar month. If you pay for multiple months at once, the monthly service fee is prorated based on the number of months purchased. The Dataphin service fee covers the cost of the Dataphin product. It does not include resource fees for dependent services such as ACK, RDS PostgreSQL, Redis, RocketMQ, OSS, and VPC.
2. Service availability
2.1 Service availability formula
Service Availability = (Total Minutes in Service Period - Downtime in Minutes) / Total Minutes in Service Period × 100%
2.2 Service Availability Commitment Dataphin provides a service availability of at least 99.50%. If Dataphin fails to meet this commitment, you can obtain compensation in accordance with Article 3 of this agreement.
2.3 Exclusions
Downtime is not counted toward service unavailability if it results from the following:
(1) System maintenance that Alibaba Cloud has announced in advance, including cutovers, repairs, upgrades, and simulated failure drills.
(2) Issues with dependent services, including ACK, RDS PostgreSQL, Redis, RocketMQ, OSS, and VPC.
(3) Operations you perform on dependent services, such as pausing, editing, or deleting resources in ACK, RDS PostgreSQL, Redis, RocketMQ, OSS, and VPC.
(4) Network or device failures, or configuration changes, that are outside of Alibaba Cloud's control.
(5) Cyberattacks on your application or data.
(6) Loss or leakage of data, passwords, or other credentials due to your improper maintenance or failure to keep them confidential.
(7) Issues caused by your negligence or by operations you authorized.
(8) Your failure to follow the instructions or recommendations in the Alibaba Cloud product documentation.
(9) Force majeure events.
3. Compensation plan
3.1 Compensation standard
For each Dataphin instance, the compensation amount is calculated based on its monthly service availability, as shown in the table below. Compensation is provided only as coupons for Dataphin products. The total compensation for an instance will not exceed 25% of its monthly service fee for the month in which the service availability commitment was not met. This does not include fees paid with coupons.
Service availability | Coupon value |
99.00% ≤ Service Availability < 99.50% | 10% of the monthly service fee |
Service Availability < 99.00% | 25% of the monthly service fee |
3.2 Compensation claim deadline
You can submit a compensation claim for an instance that failed to meet the service availability commitment in the previous month. Claims can be submitted starting from the fifth (5th) business day of each calendar month. Compensation claims must be submitted no later than two (2) months after the end of the month in which the service availability commitment was not met.
4. Miscellaneous
Alibaba Cloud reserves the right to modify the terms of this SLA and will notify you of any modifications 30 days in advance by posting a notice on our website or by sending you an email. If you do not agree to the modifications, you have the right to stop using Dataphin. Your continued use of Dataphin constitutes your acceptance of the modified SLA.