Service Agreement

For the OCR Terms of Service, see the Alibaba Cloud Terms of Service (General).

Effective date: December 1, 2021

This Service Level Agreement (SLA) specifies the service availability metrics and compensation plan for the Alibaba Cloud OCR service.

1. Definitions

Service Period: A service period is one calendar month.

Failed Request: A request is considered failed if it returns a 5XX status code for HTTP requests or a 5XXXXXXX status code for non-HTTP requests. Valid user requests that do not reach the OCR server because of an OCR service fault are also considered failed requests.

Valid Request: A request received by an OCR server is considered a valid request. However, the following types of requests are not considered valid:

(1) Requests that fail identity verification or authentication, requests from an account with an overdue payment, or requests with invalid parameters, such as requests that return a 4XX status code for HTTP or a 4XXXXXXX status code for non-HTTP.

(2) Requests initiated by a cyberattack on your application.

5-Minute Error Rate: The 5-minute error rate is calculated for each OCR service type in 5-minute intervals as follows:

Monthly Service Fee: The total fees that you pay for an OCR service type under your Alibaba Cloud account within one calendar month.

2. Service availability

2.1 Service availability calculation

The service availability of OCR is calculated for each service type under your Alibaba Cloud account in each service period. Service availability is calculated based on the average 5-minute error rate, which is the sum of all 5-minute error rates divided by the total number of 5-minute intervals in the service period. The formula is as follows:

(Note: The total number of 5-minute intervals in a service period = 12 × 24 × Number of days in the service period)

2.2 Service availability commitment

2.3 If OCR fails to meet the service availability commitment, you can receive compensation as described in Section 3 of this SLA. Compensation does not cover service unavailability or failed requests caused by any of the following:

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

(2) Failures or configuration changes of any network or device that is not part of Alibaba Cloud.

(3) Cyberattacks on your application.

(4) Loss or leakage of data, security tokens, or passwords caused by your improper maintenance or your failure to maintain confidentiality.

(5) Your negligence or your authorized operations.

(6) Your failure to follow the instructions or suggestions in the Alibaba Cloud product documentation.

(7) Force majeure.

(8) Requests originating from IP addresses outside the Chinese mainland.

3. Compensation plan

3.1 Compensation standard

Monthly service availability is calculated separately for each OCR service type under your Alibaba Cloud account. If the service availability falls below the commitment, compensation is calculated according to the table below. Compensation is provided in the form of vouchers that can be used to purchase OCR products. The total compensation for a service type is capped at 30% of the monthly service fee for that service in the affected month. This amount excludes fees paid with vouchers.

3.2 Compensation claim deadline

If a service does not meet the availability commitment for a given month, you can submit a compensation claim after the fifth (5th) business day of the following month. Compensation claims must be submitted within two (2) months after the end of the month in which the OCR service availability was not met. Claims submitted after this deadline will not be accepted.

4. Other

Alibaba Cloud reserves the right to modify the terms of this SLA. Alibaba Cloud will provide 30 days of advance notice of any modifications to this SLA by posting an announcement 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 OCR service. If you continue to use the OCR service, your use constitutes acceptance of the modified SLA.