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Alibaba Cloud International Website Web Application Firewall (WAF) Service Level Agreement

Last Updated: Jun 12, 2018

Last Updated: June 2018

This Alibaba Cloud International Website Web Application Firewall (“WAF”) Service Level Agreement (“SLA”) applies to your purchase and use of the Alibaba Cloud International Website Web Application Firewall service (“Service”) and your use of the Service is subjected to the terms and conditions of the Alibaba Cloud International Website Product Terms of Service (“Product Terms”) between the relevant Alibaba Cloud entity described in the Product Terms (“Alibaba Cloud”, “us”, or “we”) and you. This SLA only applies to your purchase and use of the Services for a fee, and shall not apply to any free Services or trial Services provided by us.

1. SCOPE AND DEFINITIONS

1.1 “Service Cycle” means a calendar month.

1.2 “Service Cycle in Minutes” means the total number of minutes calculated by reference to the following formula:

  1. Total number of days in a Service Cycle x 24 (hours) x 60 (minutes)

1.3 “Failed Requests” means either of the following requests:

(a) requests that get a domain name state code 5XX or 4XX due to exceptions of the WAF system;

(b) normal requests that fail to reach the WAF server due to a WAF failure (calculated using the average number of requests for domain names used on the WAF in 7 days before the failure).

1.4 “Total Valid Requests” mean all requests received by the WAF server under an Alibaba Cloud account.

1.5 “Percentage of Failures” means a percentage calculated by reference to the following formula:

  1. Percentage of Failures = Failed Requests per minute/Total Valid Requests per minute x 100%

1.6 “Downtime” means a 1-minute period during which the Percentage of Failures on WAF exceeds 0.05%. A failure event is counted when the Service is unavailable for more than 5 minutes.

1.7 “Service Downtime in Minutes” means the total number of minutes of all failure events in a Service Cycle. Exclusions described in section 2.3 are not counted.

1.8 “Monthly Service Fee” means the total charges paid by you for the WAF service under an Alibaba Cloud account in one calendar month.

2. SERVICE LEVEL AGREEMENT

2.1 Service Availability calculation

WAF Service Availability is measured for all domain names with WAF service enabled under an Alibaba Cloud Account in a Service Cycle and is calculated by reference to the following formula:

  1. Service Availability = ((Service Cycle in Minutes - Service Downtime in Minutes)/Service Cycle in Minutes) x 100%

2.2 Service Level AgreementWe shall use commercially reasonable endeavors to provide a Service Availability of no less than 99.95% each calendar month in connection with your use of the Service (the “Service Guarantee”). If we fail to meet the Service Guarantee then, subject to the terms and conditions of this SLA, you shall be entitled to claim a Service Credit in accordance with Section 3 herein. The Service Guarantee does not apply to any events described in the Exclusions.

2.3 ExclusionsThe Service Downtime in Minutes does not include the downtime that is due to any of the following:

(a) events that result from system maintenance activities by Alibaba Cloud on prior notice, including cutovers, repairs, upgrades, and failure simulation

(b) events that result from faults or configuration changes on networks or equipment which do not belong to Alibaba Cloud

(c) events that result from hacking of your applications or data

(d) events that result from loss or leakage of data, tokens, passwords, and so on due to your improper maintenance or confidentiality

(e) events that result from your upgrade of the operating system

(f) events that result from your applications or installation operations

(g) events that result from your negligence or authorized operations

(h) events that result from your incompliance with the Alibaba Cloud product user guides or recommendations

(i) events that result from force majeure

(j) events that result from other problems beyond our control, including but not limited to unavailability caused by third-party CDN or origin site problems

3. CLAIMS AND PAYMENT PROCESS

3.1 Compensation Standards

Based on the Service Availability under your Alibaba Cloud account, the amount of compensation is calculated in accordance with the standards listed in the following table. As a compensation, we shall provide you with a Service Credit that can be used for purchasing WAF products only, and the total Service Credit shall not exceed 25% of your Monthly Service Fee (excluding the fee deducted using a Service Credit) in the month when the Service Guarantee is not met:

Service Availability Service Service Credit Percentage
Less than 99.95%, but equal to or greater than 99.90% 10%
Less than 99.90% 25%

3.2 Compensation Claim Deadline

If you believe that the Service Guarantee in connection with your use of the Service is not met in any calendar month, then you may file a claim for the affected instance after the fifth (5th) workday in the next calendar month. Your claim for Service Credit must be filed within two (2) months after the last day of the calendar month of occurrence of the event giving rise to the claim. Your failure to submit the claim within this time will be deemed to be an irrevocable waiver of your right to claim and receive such rebate.

4. ADDITIONAL TERMS

We reserve the right to change the terms of this SLA. We shall notify you of any amendment to the terms of this SLA 30 days in advance through website notice or email. If you do not agree with the amended SLA, you have the right to stop using the WAF service. Your continued use of the service after the publication of the amended SLA shall be deemed as your acceptance of the amended SLA.