This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for the Alibaba Cloud ApsaraVideo Real-time Communication (ARTC) service.
1. Definitions
Service Period: A service period is one calendar month. If the service is active for less than a full calendar month, it is still considered one full calendar month.
Monthly Service Fee: The total fees paid for the ARTC service that you use within a calendar month. If you prepay for multiple months, the fee is allocated based on the actual usage for each month.
Successful Channel Joins: The number of times a user successfully joins an audio or video channel after requesting to join through the ARTC SDK.
Total Channel Join Requests: The total number of requests to join an audio or video channel that are 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 for all users across the network drops below 99% within a 5-minute interval for reasons attributable to the Alibaba Cloud ARTC service, that interval is considered 'Service Unavailability'.
If the service unavailability lasts for 5 minutes or more, it is counted towards the Service Unavailability Minutes.
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 that is caused by the following reasons is not included in the service availability calculation and is not eligible for compensation:
Scheduled maintenance that Alibaba Cloud has announced to you in advance. This includes cutovers, repairs, upgrades, and simulated fault drills.
Any 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 your improper maintenance or failure to protect credentials, such as accounts, passwords, and keys.
Operations that do not follow Alibaba Cloud's official documentation or best practices. This includes but is not limited to configuration errors and operational mistakes.
A sudden increase in service traffic that exceeds the reserved resource capacity because you did not provide 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 the ARTC service availability falls below the committed standard for reasons not listed in the exclusions, Alibaba Cloud will issue coupons as compensation. These coupons can be used to offset ARTC service fees according to 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 be used to offset ARTC service fees. They cannot be cashed out, transferred, or used for other cloud products.
The total compensation will not exceed 50% of the actual service fee paid for the ARTC service for that month. This does not include the portion of the fee paid with coupons.
This compensation is the sole and entire remedy provided by Alibaba Cloud to you for any failure to meet the service availability commitment.
3.2 Application process and deadline
Application window: You can apply for compensation for the previous calendar month by submitting a ticket, starting from the fifth business day of each month.
Deadline: Compensation applications must be submitted within two months after the end of the month in which the ARTC service failed to meet the availability commitment. Applications submitted after this deadline will not be accepted.
4. Agreement revision
Alibaba Cloud reserves the right to revise the terms of this SLA as needed based on business development. We will announce revisions to you 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. Your continued use of the service constitutes your acceptance of the revised terms.