ApsaraVideo Real-time Communication Service Level Agreement

1. Definitions

Service Period: A service period is one calendar month. If the service is active for less than a full month, it is still counted as one full calendar month.
Monthly Service Fee: The total fees paid for the ARTC service within a calendar month. If you prepay for multiple months, the fee is allocated based on actual usage for each month.
Successful Channel Joins: The number of times a user successfully joins an audio or video channel after sending a join request through the ARTC SDK.
Total Channel Join Requests: The total number of channel join requests received by the ARTC service.
Channel Join Success Rate: Channel Join Success Rate = (Successful Channel Joins / Total Channel Join Requests) × 100%.
Service Unavailability Minutes: If the channel join success rate across the network drops below 99% within a 5-minute interval due to the Alibaba Cloud ARTC service, that interval is considered Service Unavailability.
1. If the service unavailability lasts for 5 minutes or more, it is counted towards the Service Unavailability Minutes.
2. If the service unavailability lasts for less than 5 minutes, it is not counted towards the Service Unavailability Minutes.
Total Monthly Minutes: Total Monthly Minutes = Number of days in the service month × 24 (hours) × 60 (minutes).

2. Service availability commitment

2.1 Calculation formula

Service Availability = [ 1 - (Service Unavailability Minutes in a month / Total Monthly Minutes) ] × 100%

2.2 Commitment standard

Alibaba Cloud guarantees that the monthly service availability of the ARTC service will be at least 99.9%.

2.3 Exclusions

Service unavailability caused by any of the following reasons is excluded from the service availability calculation and is not eligible for compensation:

Scheduled maintenance announced by Alibaba Cloud in advance, including cutovers, repairs, upgrades, and simulated fault drills.
Issues caused by failures or configuration adjustments of your or a third party's network or devices.
Issues caused by malicious activities, such as cyberattacks or virus infections, on your application or client.
Data loss or tampering caused by improper maintenance or failure to protect credentials such as accounts, passwords, and keys.
Operations that do not follow Alibaba Cloud official documentation or best practices, including but not limited to configuration errors and operational mistakes.
A sudden traffic increase that exceeds reserved resource capacity because you did not submit a written report at least 5 business days in advance through a ticket or other means:
- Daily concurrent ingest endpoints are below 10,000, and a burst increases the number to over 10,000.
- Daily concurrent ingest endpoints are 10,000 or more, and a burst causes an increase of over 30%.
(g) Service limitations, suspension, or termination due to content violations or policy regulations.
(h) Issues caused by force majeure and unexpected events, such as natural disasters and government actions.
(i) Use of unofficial SDKs or features that are in a testing phase (Alpha or Beta).
(j) Other service abnormalities or unavailability not caused by Alibaba Cloud.

3. Compensation plan

3.1 Compensation standard

If ARTC service availability falls below the committed standard for reasons not listed in the exclusions, Alibaba Cloud will issue coupons as compensation. The coupons can offset ARTC service fees based on the following standards:

Service Availability Range	Compensation Percentage (of Monthly Service Fee)
99.0% ≤ Availability < 99.9%	10%
95.0% ≤ Availability < 99.0%	25%
Availability < 95.0%	50%

Compensation coupons can only offset ARTC service fees. They cannot be cashed out, transferred, or used for other cloud products.
Total compensation does not exceed 50% of the actual service fee paid for ARTC in that month, excluding the portion paid with coupons.
This compensation is the sole and complete remedy provided by Alibaba Cloud for any failure to meet the service availability commitment.

3.2 Application process and deadline

Application window: Starting from the fifth business day of each month, you can apply for compensation for the previous calendar month by submitting a ticket.
Deadline: Compensation applications must be submitted within two months after the month in which ARTC failed to meet the availability commitment. Late applications are not accepted.

4. Agreement revision

Alibaba Cloud reserves the right to revise this SLA based on business needs. Revisions are announced at least 30 days in advance through official website announcements or email. If you do not agree with the revised terms, you can stop using the ARTC service. Continued use constitutes acceptance of the revised terms.