Service Mesh (ASM) guarantees a 99.95% Monthly Uptime Percentage for paid instances. If ASM does not meet this commitment, you can claim Service Credits as compensation.
For the complete legal text, see Alibaba Cloud Service Mesh (ASM) Service Level Agreement.
This SLA applies only to paid ASM services. Free and trial services are not covered.
Uptime guarantee
ASM guarantees a Monthly Uptime Percentage of at least 99.95% per billing month, calculated as:
Monthly Uptime Percentage = (Total minutes in billing month - Downtime) / Total minutes in billing month x 100%Downtime definition
Downtime is the total minutes in a billing month when all running instances lose external connectivity or become inoperable.
Unavailability that lasts more than 5 consecutive minutes counts as Downtime.
Unavailability that lasts less than 5 consecutive minutes does not count as Downtime.
Service credits
If the Monthly Uptime Percentage drops below 99.95%, you can claim Service Credits against future Monthly Service Fees.
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99% to < 99.95% | 15% of Monthly Service Fee |
| 95% to < 99% | 30% of Monthly Service Fee |
| < 95% | 100% of Monthly Service Fee |
Service Credits cannot exceed 100% of the Monthly Service Fee for the affected billing month. Credits must be used within 1 month from the date they are issued.
Monthly Service Fee refers to the total charges paid for ASM in one billing month. If you paid an upfront lump sum, the Monthly Service Fee equals the lump sum divided by the number of months covered.
File a claim
Submit your claim within 30 days after the last day of the billing month in which the incident occurred. Claims submitted after this deadline are waived.
Include the following information in your claim:
A description of the incident, with logs or error messages that document the outage.
The date, time, and duration of the Downtime.
The affected instance IDs.
Any additional information that Alibaba Cloud reasonably requests.
Alibaba Cloud reviews each claim and makes a final, binding determination. Approved Service Credits are applied as offsets against future payments. Service Credits are not redeemable for cash.
Exclusions
The following events do not count as Downtime and are not eligible for Service Credits:
Suspension or termination under Clause 8.2 of the Membership Agreement.
Force majeure events, including earthquakes, epidemics, submarine cable outages, telecommunications infrastructure failures, riots, and Acts of God.
Issues caused by your actions or inactions.
Issues caused by your equipment, software, or technology, or by third parties outside Alibaba Cloud's control.
Failure to follow required service configurations.
Illegal or unlawful use of the service, or breach of the Product Terms, Terms of Use, or Membership Agreement.
Non-payment of charges.
Internet service provider failures.
Scheduled Downtime for maintenance or upgrades. Alibaba Cloud uses reasonable commercial endeavors to provide prior written notice of scheduled Downtime.
Additional terms
If your records conflict with Alibaba Cloud's system records, Alibaba Cloud's records prevail unless the discrepancy results from a material system error.
Service Credits are your sole and exclusive remedy for any failure to meet the uptime guarantee.
Alibaba Cloud may amend this SLA by posting an updated version on the Alibaba Cloud International Website. Continued use of the service constitutes acceptance of the amended terms.
This SLA is part of your purchase and use agreement. If this SLA conflicts with the Product Terms, the Product Terms prevail.
For the complete legal text, see Alibaba Cloud Service Mesh (ASM) Service Level Agreement.