Version Effective Date: May 1, 2022
This Service Level Agreement ("SLA") sets forth the service availability level metrics and the compensation scheme for Quick BI provided by Alibaba Cloud to its customers. You are hereby specifically advised that this SLA applies solely to Quick BI Pro Edition and Quick BI Professional Edition; Quick BI Standard Edition shall not be subject to this SLA.
1. Definitions
Service Period: One Service Period shall be one calendar month.
Total Minutes in a Service Period: Calculated as the number of days in the Service Period × 24 (hours) × 60 (minutes).
Service Unavailability Minutes: If all consecutive attempts by the Customer to establish a connection with the designated Quick BI service fail within any given minute, the Quick BI service shall be deemed unavailable for that minute. The sum of all minutes during which Quick BI is unavailable within a Service Period shall constitute the Service Unavailability Minutes.
Monthly Service Fee: The total amount of service fees paid by the Customer for Quick BI under a given Alibaba Cloud account in a calendar month. Where the Customer has made a lump-sum payment of service fees covering multiple months, the Monthly Service Fee shall be calculated by apportioning such payment over the number of months purchased.
2. Service Availability
The Service Availability of Quick BI shall be measured on a per-Service-Period basis and calculated in accordance with the following formula:
Service Availability = (Total Minutes in a Service Period − Service Unavailability Minutes) / Total Minutes in a Service Period × 100%
The Service Availability of Quick BI shall be no less than 99.90%. In the event that the foregoing availability commitment is not met, the Customer shall be entitled to compensation in accordance with Article 3 of this Agreement. The scope of compensation shall exclude any service unavailability time caused by any of the following:
(1) System maintenance conducted upon Alibaba Cloud's prior notice to the Customer, including migration, repair, upgrade, and simulated failure drills;
(2) Failure of, or configuration adjustments to, any network or equipment other than the equipment owned by Alibaba Cloud;
(3) Hacker attacks on the Customer's applications;
(4) The Customer's upgrade of the operating system on its own initiative;
(5) Loss or disclosure of data, passcodes, passwords, or the like resulting from the Customer's improper maintenance or improper confidentiality measures;
(6) The Customer's negligence, or operations authorized by the Customer;
(7) The Customer's failure to comply with Alibaba Cloud product usage documentation or usage recommendations;
(8) Force majeure;
(9) Any other unavailability arising from causes not attributable to Alibaba Cloud, including but not limited to unavailability caused by any data sources or API interfaces.
3. Compensation Scheme
3.1 Compensation Standard
Based on the Service Availability of Quick BI under a given Alibaba Cloud account of the Customer, the compensation amount shall be calculated in accordance with the standards set forth in the table below. Compensation shall be provided solely in the form of vouchers applicable to the purchase of Quick BI products, and the aggregate amount of compensation shall not exceed 15% of the Monthly Service Fee paid by the Customer for Quick BI under such account in the month in which the Service Availability commitment was not met (excluding any fees offset by vouchers).
Service Availability | Voucher Compensation Amount |
Below 99.90% but equal to or above 99.50% | 5% of the Monthly Service Fee |
Below 99.50% but equal to or above 99.00% | 10% of the Monthly Service Fee |
Below 99.00% | 15% of the Monthly Service Fee |
3.2 Time Limit for Compensation Claims
The Customer may file a compensation claim in respect of any Quick BI service that failed to meet the availability commitment in the preceding month only after the fifth (5th) working day of each month. Any compensation claim must be filed within two (2) months after the end of the relevant month in which Quick BI failed to meet the availability commitment. Compensation claims filed beyond the foregoing time limit shall not be accepted.
4. Miscellaneous
Alibaba Cloud reserves the right to amend the terms of this SLA. In the event of any amendment to the terms of this SLA, Alibaba Cloud will notify you thirty (30) days in advance by way of public announcement on its website or by email. If you do not agree to the amendments made by Alibaba Cloud to this SLA, you shall have the right to cease using the Quick BI service; if you continue to use the Quick BI service, you shall be deemed to have accepted the amended SLA.
Translator's Note: This document is an English translation of the Quick BI Service Level Agreement published on the Alibaba Cloud China website (terms.aliyun.com), Version Effective Date: May 1, 2022. In the event of any discrepancy between this translation and the original Chinese version, the original Chinese version shall prevail.