Service level description
DataHub service level agreement
This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for the DataHub service provided by Alibaba Cloud.
1. Definitions
1.1 Service period
A service period is one calendar month.
1.2 Total minutes in a service period
The total number of minutes in a service period is calculated as follows: Total days in the service period × 24 hours × 60 minutes.
1.3 Failed requests
A failed request is a request that meets one of the following criteria: (1) A 5XX status code is returned for a domain name because of an internal error in the DataHub service. (2) A valid request fails to reach the DataHub server due to a DataHub fault. The number of such failed requests is calculated based on the average number of requests for the domain name over the seven days before the fault occurred.
1.4 Valid total requests
All requests that the DataHub server receives for a customer's Alibaba Cloud account are considered valid total requests.
1.5 Five-minute error rate
The error rate is calculated every five minutes as follows: Five-minute error rate = (Number of failed requests in 5 minutes / Number of valid total requests in 5 minutes) × 100%
1.6 Monthly service fee
The monthly service fee is the total fee for the DataHub service associated with an Alibaba Cloud account for one calendar month. If you pay for multiple months at once, the monthly service fee is prorated based on the number of months purchased or the usage ratio.
2. Service availability
2.1 Service availability formula
The service availability of DataHub is calculated for each service period based on the usage associated with an Alibaba Cloud account. Service availability is calculated based on the average of all five-minute error rates within the service period. The average error rate is the sum of all five-minute error rates divided by the total number of five-minute intervals in the service period. The service availability is calculated using the following formula: Service availability = (1 - Number of failed requests in 5 minutes / Number of valid total requests in 5 minutes) × 100% Note: The total number of 5-minute intervals in a service period is 12 × 24 × the number of days in the service period.
2.2 Service availability commitment
The service availability of DataHub is at least 99.9%. If DataHub fails to meet this commitment, compensation is provided as described in Section 3 of this agreement.
2.3 Exclusions
Downtime is not counted toward service unavailability if it results from any of the following: (1) Scheduled system maintenance for which Alibaba Cloud provides advance notice, such as cutovers, repairs, upgrades, and simulated fault drills. (2) Failures or configuration changes of any network or device not owned by Alibaba Cloud. (3) Cyberattacks on a customer's application or data. (4) Loss or exposure of data, security tokens, or passwords due to improper maintenance or security practices by the customer. (5) Customer negligence or operations authorized by the customer. (6) A customer's failure to follow Alibaba Cloud product documentation or usage recommendations. (7) Force majeure events.
3. Compensation plan
3.1 Compensation standards
If the service availability for DataHub associated with an Alibaba Cloud account falls below the commitment, compensation is provided based on the following table. Compensation is provided only in the form of credits for DataHub products. The total compensation will not exceed 50% of the monthly service fee for the affected month. The calculation does not include fees that are paid using credits.
| Service availability | Credit amount |
|---|---|
| 99% ≤ Service availability < 99.9% | 20% of the monthly service fee |
| 95% ≤ Service availability < 99% | 30% of the monthly service fee |
| Service availability < 95% | 50% of the monthly service fee |
3.2 Compensation request deadline
For any month in which the service availability commitment was not met, you can submit a compensation request after the fifth business day of the following month. All compensation requests must be submitted within two months after the end of the affected month.
4. Other
Alibaba Cloud reserves the right to modify the terms of this SLA at any time. If Alibaba Cloud modifies this SLA, Alibaba Cloud will provide at least 30 days' notice through a website announcement or by email. If you do not agree with the modifications, you have the right to stop using DataHub. Your continued use of DataHub signifies your acceptance of the modified SLA.