The Function Compute Service Level Agreement (SLA) takes effect from December 1, 2020. Function Compute guarantees a Monthly Uptime Percentage of 99.95% per billing month. If this guarantee is not met, you can claim a service credit applied to your account balance.
For the complete legal terms, see the Function Compute Service Level Agreement.
How availability is measured
Availability is measured in 5-minute intervals throughout each billing month.
| Term | Definition |
|---|---|
| Error rate (per interval) | Failed Transactions divided by Total Transactions in that 5-minute interval |
| Average error rate (monthly) | Sum of all interval error rates divided by the total number of intervals in the billing month |
| Monthly uptime percentage | 100% minus the average error rate |
| Failed transaction | Any API request that returns a 5XX error code issued by Function Compute. |
| Total transactions | All requests made via direct API calls or event source triggers within a 5-minute interval |
Example: If Function Compute returns 50 5XX errors out of 10,000 requests in a 5-minute interval, the error rate for that interval is 0.5%.
Exclusions
The 99.95% guarantee does not apply when unavailability is caused by:
Force majeure events (earthquakes, epidemics, submarine cable failures, telecommunications failures, riots, or other acts of God)
Your actions or inactions in connection with your use of the service
Your equipment, software, or technology — or that of any third party not under Alibaba Cloud's direct control
Your failure to follow required service configurations
Illegal or unlawful use of the service by you or your users, or violation of Alibaba Cloud's Product Terms, Terms of Use, or Membership Agreement
Non-payment of charges
Failures caused by your internet service provider
Suspension or termination under the Alibaba Cloud Membership Agreement
Claim a service credit
If the monthly uptime percentage falls below 99.95%, submit a claim within 30 days after the last day of the affected billing month. Claims submitted after this deadline are permanently waived.
To file a claim, submit the following information through Alibaba Cloud Support:
A detailed description of the incident
The dates, number of Failed Transactions, and number of Total Transactions within the affected month
Information about the affected instances
Any additional information Alibaba Cloud requests to support the investigation
After receiving your claim, Alibaba Cloud will review the evidence and may request your cooperation in a joint investigation. The determined service credit will be applied to your account balance.
Note: Service credits are your sole remedy for service availability failures. They do not cover indirect, consequential, or incidental damages or losses.
Related topics
Function Compute Service Level Agreement — complete legal terms