This Alibaba Cloud International Website Intelligent Computing Lingjun Compute Node Service Level Agreement ("SLA") applies to your purchase and use of the compute node service of Alibaba Cloud International Website Intelligent Computing Lingjun ("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 sets forth the compensation plan when the Lingjun Compute Node Service provided by Alibaba Cloud to you is unavailable.
1. Scope and Definitions
1.1 Lingjun Compute Node Instance: A Lingjun Compute Node Instance corresponding to one GPU server, counted as one Service unit.
1.2 Unavailable Lingjun Compute Node Instance: A Lingjun Compute Node Instance is considered unavailable if either of the following two conditions occurs:
(a) Hardware failure of the Lingjun Compute Node Instance caused by Alibaba Cloud, resulting in the inability to provide GPU services to you;
(b) Due to reasons attributable to Alibaba Cloud, a Lingjun Compute Node Instance configured with access permission rules cannot establish inbound/outbound connectivity via TCP or UDP protocol with any IP address, and this condition lasts for more than one minute.
1.3 “Downtime”：means the total number of minutes in a billing month (periods shorter than one billing month are calculated based on the actual Service duration) when a single running Lingjun Compute Node Instance in your Service is unavailable under the following scenarios:
(a) Where Alibaba Cloud proactively initiates fault handing, the period commences when you has completed the business and data migration and confirmed the handover of the Lingjun Compute Node Instance to Alibaba Cloud for fault resolution, following Alibaba Cloud's issuance of an operation & maintenance("O&M") event notification to you; the period concludes when Alibaba Cloud has completed the O&M event recovery and restored the instance to an available state.
(b) Where you proactively submit a ticket, you shall provide Alibaba Cloud with sufficient analyzable information required to diagnose. Following Alibaba Cloud's confirmation that the Lingjun Compute Node Instance is unavailable and the issuance of an O&M event notification to you, the period commences when you has completed the business and data migration and confirmed the handover of the Lingjun Compute Node Instance to Alibaba Cloud for fault resolution; the period concludes when Alibaba Cloud has completed the O&M event recovery and restored the instance to an available state.
(c) Time spent by you prior to the aforementioned commencement time points—such as providing fault diagnosis information, migrating business and data, or confirming fault handling—shall not be included in the calculation of Downtime; likewise, any additional time incurred during fault diagnosis and recovery due to your refusal to cooperate or failure to provide necessary cooperation in a timely manner shall not be included in the calculation of Downtime.
1.4 “Actual Monthly Service Fee” means the net amount actually paid by you to Alibaba Cloud for a billing month, calculated as the total amount payable by you to Alibaba Cloud for the relevant Service cycle, less any coupons, discounts, or other offsets applied by Alibaba Cloud. If you make a one-time payment covering multiple months, the payment will be allocated on a pro rata basis across the applicable Service months.
1.5 “Service Credit” means the percentage of the Actual Monthly Service Fee for the affected Service that is credited to you for a validated claim following our Service Credit claim process under Section 3.
2. “EXCLUSIONS”
means any unavailability, suspension, or termination of the Service that is due to any of the following:
2.1 suspension or termination described in Clause 8.2 of the Membership Agreement;
2.2 events that are outside of our reasonable control, including any events of force majeure such as earthquakes, epidemic, downtime of the relevant submarine communication cables, failure of telecommunications infrastructure or systems, riots, Acts of God, etc.;
2.3 events that result from any actions or inactions on your part in connection with your use of the Service;
2.4 events that arise out of your or any third partie's (not under our direct control) equipment, software, and/or technology;
2.5 events that result from your failure to adhere to any required configurations for the use of the Service;
2.6 events that result from your illegal or unlawful use of the Service, events that result from your breach of any of the terms and conditions of the Alibaba Cloud Product Terms , Terms of Use, or Membership Agreement;
2.7 events that result from your non-payment of any charges payable to us;
2.8 events that result from critical accidents or failure of the relevant internet service provider(s); and,
2.9 improper maintenance or inadequate confidentiality measures by you leading to loss or leakage of data, security tokens, passwords, etc.
3. Claims And Payment Process
3.1 If a single Lingjun Compute Node Instance is unavailable for more than five (5) minutes and you believe that you have a claimable Service unavailability in any billing month in connection with your use of the Service, then you may file a claim for Service Credit in accordance with this Clause 3.1. Your claim must include at least the following information:
(a) A detailed description of the incident, including the logs or messages for request failure documenting the errors and claimed outage;
(b) The date, time and duration of the Downtime;
(c) Information relating the affected instance, including the affected instance ID; and
(d) Any other information that we reasonably ask you to provide to support your claim.
3.2 Your claim for a Service Credit must be received by us within thirty (30) days after the last day of the billing 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 Service Credit. Once we receive your claim, we will review and evaluate your claim and may require your co-operation in conducting a joint investigation to ascertain whether any Lingjun Compute Node Instance was unavailable and if so, the cause of such unavailability. We will make a good faith determination if a Service Credit is to be provided to you in our sole discretion and will inform you the result as soon as reasonably practicable. We will use commercially reasonable effort to process your claim and provide the Service Credit to you as early as possible.
3.3 If we, after our good faith review of your claim, determine that a Service Credit must be provided to you, the Service Credit to be provided will be the following:
“Compensation Plan”： Lingjun will calculate the total unavailability duration, in minutes, of a single Lingjun Compute Node Instance within a Service cycle, and provide compensation on a monthly-prorated basis:
3.4 If your Lingjun Compute Node Instance becomes unavailable, you may unsubscribe the instance via the console or Open API. Upon cancellation, a refund will be issued for the unfulfilled portion of the Service period.
3.5 Subject to Clauses 3.1, 3.2, 3.3 and 3.4, the Service Credit shall apply to set-off the fees payable by you for the Service only. The Service Credit shall not be used or applied to set-off the fees for the other Alibaba Cloud services, unless otherwise stated to you in writing by us from time to time.
3.6 The Service Credit provided in any billing month for a particular Service or Service resource will not, under any circumstance, exceed 50% of your Actual Monthly Service Fee for that affected Service or Service resource, as applicable, in the billing month.
3.7 The Service Credit provided to you must be used within one (1) month from the date the Service Credit is made available for you to use.
3.8 No compensation shall be provided for any data loss on local disks of Lingjun Compute Node Instance, including but not limited to loss caused by hardware damage or instance failure.
3.9 You agree that any decision or determination made by us relating to your claim for any Service Credit shall be final and binding on you.
Update
Date of Update | Links to the Previous Version | |
1 | October 1, 2026 | [Link] |