Zhizuo Gongfang exclusive mode resource reservation SLA

This Service Level Agreement (SLA) specifies the required lead time for reserving Zhizuo Gongfang resources in exclusive mode. It defines the time required to reserve a target amount of resources and describes the compensation plan.

Unless otherwise specified, this agreement does not apply to Zhizuo Gongfang features or versions that are in public preview, invitational preview, or are free. This agreement also does not apply to the Zhizuo Gongfang local cloud version.

1. Definitions

1.1 Service period: A service period is one calendar month. If you use the Zhizuo Gongfang pay-as-you-go service for less than a full calendar month, the actual usage time within that month is considered the service period.

1.2 Single service: A single exclusive service is the period from the time you enable exclusive resources until the time they are released. In time-based exclusive mode, each fixed time interval of resource usage is considered a single service. The watermark mode is not considered a single service.

1.3 Monthly service fee: The total fee that you pay for a single service in one calendar month. If you pay for multiple months at once, the monthly service fee is calculated by dividing the total payment by the number of months purchased.

2. Reservation success rate and service availability

2.1 Reservation success rate formula

The committed time to meet the reservation target is specified in the following table:

For reservations of more than 200 instances, the committed time is subject to negotiation based on instance availability.

The reservation success rate is calculated for each single service as follows:

Reservation Success Rate = Actual number of exclusive resource instances / Target number of exclusive resource instances. The result is rounded to two decimal places.

Example:

Assume that the target is to reserve 90 instances. According to the table, the committed reservation time is 80 minutes. This means that 90 instances will be reserved within 80 minutes after you enable the reservation. If only 80 instances are reserved within that time, the reservation success rate is 80/90 × 100% = 88.89%.

2.2 Reservation success rate commitment

The Zhizuo Gongfang reservation success rate will not be lower than 70%. If this commitment is not met, you can receive compensation as specified in Section 3 of this agreement.

2.3 Service availability formula

Service availability is calculated on a monthly basis based on the number of services using the following formula:

Service Availability = Number of services with 100% reservation success rate / (Total number of services in the month - Number of services with a reservation success rate below 70%)

2.4 Service availability commitment

If you use the exclusive mode at least 4 times in a month, Zhizuo Gongfang commits to an overall service availability of at least 70%. If this commitment is not met, you can receive compensation as specified in Section 3 of this agreement.

2.3 Exclusions

Compensation is not provided for service unavailability that is caused by any of the following:

(1) System maintenance, including cutovers, repairs, upgrades, and simulated fault drills, for which Alibaba Cloud has provided advance notice.

(2) Failures or configuration changes of any network or device that does not belong to Alibaba Cloud.

(3) Any issues that are caused by factors external to Zhizuo Gongfang, such as service unavailability due to failures or configuration changes in upstream or downstream software or hardware products on which Zhizuo Gongfang relies.

(4) Unavailability of Zhizuo Gongfang general services or dependent services when you use Zhizuo Gongfang features for free.

(5) A cyberattack on the customer's application.

(6) Loss or leakage of data, security tokens, or passwords due to your improper maintenance or your failure to maintain confidentiality.

(7) Your negligence or operations authorized by you.

(8) Issues caused by your failure to follow Alibaba Cloud product documentation or usage recommendations.

(9) Force majeure events.

3. Compensation plan

3.1 Compensation standard

Compensation is calculated for each Zhizuo Gongfang general service based on its monthly service availability, as specified in the table below. Compensation is provided only in the form of vouchers for purchasing Zhizuo Gongfang products or as a service credit of an equal amount that is applied to the following month's bill. The total compensation will not exceed the monthly service fee that you paid for the service in the month in which the commitment was not met. This excludes fees that are paid with vouchers.

If you use the exclusive mode more than 4 times in a month, you are also eligible for the service availability commitment.

3.2 Compensation request deadline

You can submit a compensation request for instances that did not meet the availability commitment in the previous month, starting from the fifth (5th) business day of each month. Compensation requests must be submitted within two (2) months after the end of the month in which the Zhizuo Gongfang general service did not meet the availability commitment. Requests that are submitted after this deadline will not be accepted.

4. Miscellaneous

Alibaba Cloud reserves the right to modify the terms of this SLA. Alibaba Cloud will notify you of any changes 30 days in advance by posting an announcement on its website or by sending you an email. If you do not agree with the modifications, you can stop using the Zhizuo Gongfang general service. If you continue to use the service, you are deemed to have accepted the modified SLA.