Intelligent Creation Workshop Shared Mode Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for the shared mode of Intelligent Creation Workshop provided by Alibaba Cloud.

Unless otherwise specified, this agreement does not apply to public previews, invitational previews, or free features and versions of Intelligent Creation Workshop. This agreement also does not apply to the local cloud version of Intelligent Creation Workshop.

1. Definitions

1.1 Service Cycle: A service cycle is one calendar month. If you use the pay-as-you-go service for less than a calendar month, that period of use is considered one service cycle.

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 Service Period: A service period is a 5-minute interval that starts at 00:00 each day.

1.4 Service Period Unavailability: If all your valid attempts to access the general services of Intelligent Creation Workshop fail within a 5-minute period, the service is considered unavailable for that period.

1.5 Service Unavailability in Minutes: The total number of minutes that Intelligent Creation Workshop is unavailable within a service cycle.

1.6 Monthly Service Fee: The total fee 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. Service availability

2.1 Service availability formula

Service availability is calculated for each service as follows:

Service Availability = (Total Minutes in a Service Cycle - Service Unavailability in Minutes) / Total Minutes in a Service Cycle × 100%

2.3 Service availability commitment

Intelligent Creation Workshop guarantees a service availability of at least 99.9%. If this commitment is not met, you can receive compensation as described in Section 3 of this agreement.

2.4 Exclusions

Compensation does not cover service unavailability caused by the following:

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

(2) Any network or device failures, or configuration adjustments, on equipment not owned by Alibaba Cloud.

(3) Any issues caused by factors external to Intelligent Creation Workshop, such as service unavailability caused by failures or configuration adjustments in upstream or downstream software and hardware on which Intelligent Creation Workshop depends.

(4) The unavailability of any Intelligent Creation Workshop features that are provided free of charge.

(5) A cyberattack on your application.

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

(7) Your negligence or operations authorized by you.

(8) Your failure to follow Alibaba Cloud product documentation or usage recommendations.

(9) Force majeure events.

3. Compensation plan

3.1 Compensation standards

For each Intelligent Creation Workshop general service, the compensation amount is calculated for each instance based on its monthly service availability, according to the standards in the table below. Compensation is provided in the form of vouchers for purchasing Intelligent Creation Workshop products. The total compensation will not exceed the monthly service fee you paid for the general service during the month in which the service availability commitment was not met. This excludes fees paid with vouchers.

3.2 Time limit for compensation claims

You can submit a compensation claim for an instance that failed to meet the availability target on or after the fifth (5th) business day of the following month. Claims must be submitted within two (2) months after the end of the month in which the Intelligent Creation Workshop general service did not meet its availability target. Claims submitted after this deadline will not be accepted.

4. Miscellaneous

Alibaba Cloud reserves the right to modify the terms of this SLA. We will notify you of any changes 30 days in advance by posting a website announcement or sending an email. If you do not agree to the modified SLA, you have the right to stop using the Intelligent Creation Workshop general service. Your continued use of the service constitutes your acceptance of the revised SLA.