Effective Date: July 1, 2024.
This Service Level Agreement (SLA) specifies the service availability metrics and compensation plan for the Standard, Group, and Premium Editions of Alibaba Cloud Mail.
1. Service availability guarantee
Mail service unavailability is defined as any period when more than 10% of users cannot normally use the Alibaba Cloud Mail service due to a mail system issue. All other periods are considered as service availability.
The service availability of Alibaba Cloud Mail is calculated monthly as the ratio of the service's available minutes to the total minutes in the month. The formula is: 1 - Σ(total minutes of service unavailability) / (Total minutes in the month).
Service availability guarantee: Alibaba Cloud guarantees that the mail system for Alibaba Cloud Mail will have a service availability of at least 99.9%. This means the total monthly service unavailability will not exceed 44 minutes.
If Alibaba Cloud fails to meet this service availability guarantee, we will provide compensation for each affected Alibaba Cloud Mail instance according to the table below. Compensation is provided exclusively in the form of a coupon for purchasing Alibaba Cloud Mail products. The total compensation will not exceed the monthly service fee you paid for the affected Alibaba Cloud Mail instance for the affected month (excluding fees paid with a coupon).
Service availability | Compensation coupon value |
Less than 99.90% but equal to or greater than 99.00% | 10% of the monthly service fee |
Less than 99.00% but equal to or greater than 95.00% | 20% of the monthly service fee |
Less than 95.00% | 50% of the monthly service fee |
2. Send and receive latency guarantee
Mail Send Latency is the time from when the mail system fully receives a message from a user until it begins transmitting that message to its destination.
Mail Receive Latency is the time from when the mail system fully receives an email from its source until it fully delivers the message to the user's mailbox.
Mail send and receive latency guarantee: Alibaba Cloud guarantees that, for any given month, the average send and receive latency across all accounts will not exceed one minute.
If Alibaba Cloud fails to meet the preceding mail send and receive latency guarantee, we will compensate you 1% of the monthly service fee for the affected month. Compensation is provided exclusively in the form of a coupon that can be used to purchase Alibaba Cloud Mail products. The total compensation will not exceed the monthly service fee that you paid for Alibaba Cloud Mail for the affected month (excluding any fees offset by a coupon).
3. Customer service guarantee
Service requests include any issues encountered or suggestions for improvement related to the mail service. You can submit these requests through the after-sales services provided by Alibaba Cloud, and we will process them and respond accordingly.
Our customer service guarantees are as follows:
Ticket service: 24/7
Hotline service: 24/7
Intelligent service: 24/7
Official website online consultation: 16x7 live agent support (8:00 AM - 12:00 AM)
4. Disclaimers
(1) If you use the mail service to purchase goods or services from a third party, you must resolve any resulting disputes directly with that party. Alibaba Cloud will only provide necessary assistance.
(2) Alibaba Cloud is not liable for losses caused by data center maintenance, equipment inspection and repairs, system upgrades or optimizations, the acts or omissions of third parties, improper maintenance, or force majeure. These causes include, but are not limited to: any changes in laws and regulations; administrative orders from domestic or foreign governments; unstable network signals, low network bandwidth, or network congestion; and issues related to payment services, network access services, telecommunication line failures, communication technology problems, network or computer failures, system instability, or infringement by any third party.
(3) Alibaba Cloud is not responsible for email loss caused by exceeding system storage limits. Alibaba Cloud cannot provide email recovery services for emails deleted by the end-user, unless a relevant backup service was previously activated.
(4) If the mail service is terminated, either at your request or due to a violation of the service terms, Alibaba Cloud is not responsible for storing your email data or providing email recovery services.
5. Claim procedure
To receive compensation, you must submit a claim for each instance that failed to meet the service availability guarantee. Claims for a given month can be submitted starting from the fifth (5th) business day of the following month. All claims must be submitted within two (2) months of the end of the affected month. Late claims will not be accepted.
6. Miscellaneous
Alibaba Cloud reserves the right to make modifications to the terms of this SLA. If this SLA is modified, Alibaba Cloud will notify you at least 30 days in advance by posting a notice on our website or by sending you an email. If you do not agree to the modifications, you have the right to stop using the Alibaba Cloud Mail service. Your continued use of the Alibaba Cloud Mail service constitutes your acceptance of the modified SLA.