Version: September 2018
This Alibaba Cloud International Website Server Load Balancer Service Level Agreement ("SLA") applies to your purchase and use of the Alibaba Cloud International Website Server Load Balancer ("Service") and is subject to the terms and conditions of the Alibaba Cloud International Website Product Terms of Service ("Product Terms") between the relevant Alibaba Cloud entity ("Alibaba Cloud", "us", or "we") and you. This SLA applies only to paid use of the Service, not to any free or trial services.
1. Definitions
1.1 Service Cycle — A calendar month.
1.2 Service Cycle in Minutes — The total minutes in a Service Cycle, calculated as: total days in the Service Cycle × 24 × 60.
1.3 Service Downtime — A specific minute in which all continuous connection attempts from the client to a monitored service on a given Server Load Balancer instance have failed. That entire minute counts as unavailable.
1.4 Instance Downtime in Minutes — The total minutes of Service Downtime across all monitoring services on a single Server Load Balancer instance within a single Service Cycle.
1.5 Instance Service Cycle in Minutes — The total Service Cycle minutes across all monitoring services on a single Server Load Balancer instance within a single Service Cycle.
1.6 Monthly Service Fee — The total charges paid for a single Server Load Balancer instance in one Service Cycle. For upfront lump-sum payments, the Monthly Service Fee equals the lump sum divided by the number of months covered.
1.7 Monthly Uptime Percentage — The availability percentage for a single Server Load Balancer instance in a Service Cycle, calculated as:
Monthly Uptime Percentage = [(Instance Service Cycle in Minutes − Instance Downtime in Minutes) / Instance Service Cycle in Minutes] × 100%
1.8 Exclusions — Unavailability, suspension, or termination of the Service caused by any of the following is excluded from the Service Guarantee:
(a) Suspension or termination under Clause 8.2 of the Membership Agreement.
(b) Events outside our reasonable control, including force majeure events such as earthquakes, submarine cable outages, telecommunications infrastructure failures, riots, and acts of God.
(c) Actions or inactions on your part in connection with your use of the Service.
(d) Your equipment, software, or technology, or that of any third party not under our direct control.
(e) Your failure to follow required configurations, or non-compliant operations contrary to Alibaba Cloud product guidelines or recommendations.
(f) Illegal or unlawful use of the Service, or breach of the Product Terms, Terms of Use, or Membership Agreement by you or your users.
(g) Non-payment of charges owed to us.
(h) Critical accidents or failures of internet service providers.
(i) Scheduled Downtime.
(j) Hacking of your applications.
(k) Your failure to configure backend servers, or exceptions on backend servers.
(l) Your business traffic exceeding the capacity of your purchased Server Load Balancer instance type.
(m) Your security policy blocking the availability detection network segment 100.64.0.0/10.
(n) Data, password, or security key loss or disclosure resulting from inadequate maintenance or security measures on your part.
1.9 Scheduled Downtime — Performance degradation or unavailability caused by network, hardware, or service maintenance or upgrades. We will use commercially reasonable efforts to provide written notice before Scheduled Downtime begins.
1.10 Service Guarantee — The uptime commitment described in Section 2.
1.11 Service Credit — A percentage of the Monthly Service Fee credited to you after a valid claim under Section 3.
2. Service level commitments
The Service Guarantee does not apply to events described in the Exclusions (Section 1.8).
Multi-zone instances
We commit to a Monthly Uptime Percentage of at least 99.95% for multi-zone Server Load Balancer instances each calendar month.
| Multi-zone monthly uptime percentage | Service Credit percentage |
|---|---|
| Less than 99.95% but at least 99.00% | 10% |
| Less than 99.00% but at least 95.00% | 25% |
| Less than 95.00% | 100% |
Single-zone instances
We commit to a Monthly Uptime Percentage of at least 99.00% for single-zone Server Load Balancer instances each calendar month.
| Single-zone monthly uptime percentage | Service Credit percentage |
|---|---|
| Less than 99.00% but at least 90.00% | 10% |
| Less than 90.00% but at least 80.00% | 25% |
| Less than 80.00% | 100% |
If we fail to meet the applicable Service Guarantee, you may claim a Service Credit under Section 3.
3. Claims and payment process
3.1 How to file a claim
If you believe the Service Guarantee was not met in a given calendar month, open a support ticket and include all of the following:
A detailed description of the incident.
The dates and number of Failed Storage Transactions, and number of Total Storage Transactions within the claimed month.
Information relating to the affected instances.
Any other information we reasonably request to support the investigation.
3.2 Claim deadline
Submit your claim within 30 days after the last day of the calendar month in which the incident occurred. Failure to submit within this period constitutes an irrevocable waiver of your right to that Service Credit.
3.3 Review and determination
Once we receive your claim, we will review it and may ask you to cooperate in a joint investigation to determine whether the Service Guarantee was breached and, if so, the cause. We will make a good-faith determination at our sole discretion and notify you of the outcome as soon as reasonably practicable.
3.4 Service Credit constraints
Scope: Service Credits apply only to fees for the affected Service and cannot offset fees for other Alibaba Cloud services, unless we notify you otherwise in writing.
Cap: Service Credits for any billing month cannot exceed your Monthly Service Fee for the affected Service or resource in that month.
Expiry: Service Credits must be used within 6 months of the date they are made available.
Finality: Our determination on any Service Credit claim is final and binding.
4. Additional terms
4.1 System records. In any discrepancy between your records and our system records, our system records prevail and are the definitive reference for calculating Service Credits, unless the discrepancy is caused by a material error or malfunction in our systems.
4.2 Limitation of liability. Service Credits are your sole and exclusive remedy for any failure in Service performance. We are not liable for any direct, indirect, consequential, or incidental damages or losses, including loss of profits or business, whether the claim arises in contract, tort (including negligence), or otherwise.
4.3 Amendments. We may update this SLA at any time by posting a revised version on the Alibaba Cloud International Website. Continued use of the Service after the revised SLA is posted constitutes your acceptance of the changes.
4.4 Integration. This SLA forms part of your agreement for the purchase and use of the Service.