Alibaba Cloud commits to a 99.9% Monthly Uptime Percentage for Realtime Compute for Apache Flink. If this commitment is not met in a given billing month, you may be eligible for a Service Credit. This page summarizes the key terms. For the full legal text, see the Realtime Compute for Apache Flink SLA.
SLA at a Glance
| Metric | Commitment |
|---|---|
| Monthly Uptime Percentage | 99.9% |
| Claim submission deadline | Within 30 days after the last day of the affected billing month |
| Remedy for SLA breach | Service Credit (see full SLA for credit tiers) |
Definitions
| Term | Definition |
|---|---|
| Monthly Uptime Percentage | The percentage of total minutes in a billing month during which the service meets its availability standard, calculated after subtracting any Downtime minutes. |
| Downtime | The total accumulated minutes in a billing month during which all of your running instances have no external connectivity or cannot be operated. Partial or degraded availability does not constitute Downtime. |
| Scheduled Downtime | Periods when the service is intentionally taken offline for network, hardware, or service maintenance or upgrades. Scheduled Downtime is announced in advance and does not count toward Downtime calculations. |
| Monthly Service Fee | The total fees you pay for Realtime Compute for Apache Flink in a given billing month, used as the basis for calculating any Service Credit. |
| Service Credit | A billing credit applied to your account when the Monthly Uptime Percentage falls below the committed level. Service Credits are your sole remedy for SLA violations. |
Service Credits
If the Monthly Uptime Percentage falls below 99.9% in any billing month, you are entitled to a Service Credit. The applicable credit percentage is determined by how far availability falls short of the commitment. For the exact credit tiers and calculation method, refer to the full SLA document.
Exclusions
The following do not count as Downtime and are not covered by this SLA:
- Scheduled maintenance announced in advance (Scheduled Downtime)
- Service interruptions caused by your own actions or configurations
- Force majeure events (natural disasters, government actions, and similar events beyond Alibaba Cloud's control)
- Issues caused by third-party services or infrastructure outside Alibaba Cloud's control
- Beta, preview, or otherwise non-generally-available features
For the complete list of exclusions, see the full SLA document.
How to File a Claim
To request a Service Credit, submit a ticket through the Alibaba Cloud support portal. Include the following in your submission:
- The affected billing month
- A description of the Downtime you experienced
- Supporting evidence, such as error logs or monitoring records showing loss of connectivity or operability
Deadline: Claims must be submitted within 30 days after the last day of the affected billing month. Late claims will not be processed.
Full Legal Text
The information on this page is a summary for reference. The legally binding terms are set out in the full agreement: