The Function Compute Service Level Agreement (SLA) takes effect from December 1, 2020. Function Compute guarantees a Monthly Uptime Percentage of 99.95% per billing month. If this guarantee is not met, you can claim a service credit applied to your account balance.
For the complete legal terms, see the Function Compute Service Level Agreement.
How availability is measured
Availability is measured in 5-minute intervals throughout each billing month.
| Term | Definition |
|---|---|
| Error rate (per interval) | Failed Transactions divided by Total Transactions in that 5-minute interval |
| Average error rate (monthly) | Sum of all interval error rates divided by the total number of intervals in the billing month |
| Monthly uptime percentage | 100% minus the average error rate |
| Failed transaction | Any API request that returns a 5XX error code issued by Function Compute. |
| Total transactions | All requests made via direct API calls or event source triggers within a 5-minute interval |
Example: If Function Compute returns 50 5XX errors out of 10,000 requests in a 5-minute interval, the error rate for that interval is 0.5%.
Exclusions
The 99.95% guarantee does not apply when unavailability is caused by:
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Force majeure events (earthquakes, epidemics, submarine cable failures, telecommunications failures, riots, or other acts of God)
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Your actions or inactions in connection with your use of the service
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Your equipment, software, or technology — or that of any third party not under Alibaba Cloud's direct control
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Your failure to follow required service configurations
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Illegal or unlawful use of the service by you or your users, or violation of Alibaba Cloud's Product Terms, Terms of Use, or Membership Agreement
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Non-payment of charges
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Failures caused by your internet service provider
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Suspension or termination under the Alibaba Cloud Membership Agreement
Claim a service credit
If the monthly uptime percentage falls below 99.95%, submit a claim within 30 days after the last day of the affected billing month. Claims submitted after this deadline are permanently waived.
To file a claim, submit the following information through Alibaba Cloud Support:
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A detailed description of the incident
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The dates, number of Failed Transactions, and number of Total Transactions within the affected month
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Information about the affected instances
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Any additional information Alibaba Cloud requests to support the investigation
After receiving your claim, Alibaba Cloud will review the evidence and may request your cooperation in a joint investigation. The determined service credit will be applied to your account balance.
Note: Service credits are your sole remedy for service availability failures. They do not cover indirect, consequential, or incidental damages or losses.
Related topics
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Function Compute Service Level Agreement — complete legal terms