Address Purification Service Level Agreement
This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for Alibaba Cloud's Address Purification service.
1. Definitions
1.1 Service cycle: A service cycle is one calendar month.
1.2 Total minutes in a service cycle: The total number of minutes in a service cycle is calculated as follows: Total days in the service cycle × 24 (hours) × 60 (minutes).
1.3 Failed requests: A request is considered a failed request in either of the following cases:
(1) A request that returns a 5XX status code from the service domain due to an Address Purification system error.
(2) A valid request that fails to reach the Address Purification server due to a service fault.
1.4 Total valid requests: All valid requests received by the Address Purification server for a customer's Alibaba Cloud account. This metric does not include the following types of requests:
(1) Requests that fail identity verification or authentication.
(2) Requests initiated by a cyberattack on a customer's application.
1.5 5-minute error rate: The error rate calculated every 5 minutes based on the following formula:
1.6 Monthly service fee: The fee for the Address Purification service for a customer's Alibaba Cloud account for one calendar month. If a customer pays for multiple months of service or a resource plan, the monthly service fee is prorated based on the number of months purchased.
2. Service availability
2.1 Service availability calculation
The service availability of Address Purification is measured per service cycle. It is calculated as the average of all 5-minute error rates within the service cycle based on the following formula:
(Note: Total number of 5-minute intervals in a service cycle = 12 × 24 × Number of days in the service cycle)
2.2 Service availability commitment
The service availability for Address Purification is at least 99.50%. If this commitment is not met, customers are eligible for compensation as described in Section 3 of this SLA.
2.3 Exclusions
Service unavailability does not include downtime that results from any of the following:
(1) System maintenance that Alibaba Cloud announces in advance, such as cutovers, repairs, upgrades, and simulated fault drills.
(2) Failures or configuration adjustments of any network or device that is not part of Alibaba Cloud's equipment.
(3) A cyberattack on a customer's application or data.
(4) The loss or leakage of data, security tokens, or passwords that results from a customer's improper maintenance or failure to maintain confidentiality.
(5) A customer's negligence or operations authorized by the customer.
(6) A customer's failure to follow Alibaba Cloud product documentation or usage recommendations.
(7) Unavailability that results from a customer's failure to modify their service usage as recommended by Alibaba Cloud.
(8) Unavailability caused by a customer's use of Address Purification in a manner that is inconsistent with the service descriptions, technical specifications, or procedures on the official Alibaba Cloud website.
(9) Unavailability caused by network attacks.
(10) Force majeure events.
3. Compensation plan
3.1 Compensation standards
If the service availability of Address Purification for an Alibaba Cloud account falls below the commitment, compensation is calculated based on the following table. Compensation is provided only in the form of vouchers for Address Purification products. The total compensation will not exceed 25% of the monthly service fee for the affected month, excluding any portion of the fee paid with vouchers.
Service Availability | Voucher Value |
99.00% ≤ Service Availability < 99.50% | 10% of the monthly service fee |
Service Availability < 99.00% | 25% of the monthly service fee |
3.2 Compensation claim deadline
If the service availability commitment for a calendar month is not met, customers can submit a compensation claim for that month. Claims can be submitted starting from the fifth (5th) business day of the following calendar month. Compensation claims must be submitted no later than two (2) months after the end of the month in which the service availability commitment was not met.
4. Miscellaneous
Alibaba Cloud reserves the right to modify the terms of this SLA. If any changes are made, Alibaba Cloud will notify you 30 days in advance by posting a notice on the website or sending an email. If you do not agree to the changes, you have the right to stop using the Address Purification service. Your continued use of the service constitutes your acceptance of the modified SLA.