This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for Alibaba Cloud Event Center. Unless otherwise specified, this agreement does not apply to Event Center features or versions that are in public preview, invitational preview, or are provided free of charge. This agreement also does not apply to the on-premises version of Event Center.
Event Center Service Level Agreement Effective date: August 1, 2022
This Service Level Agreement (SLA) defines the service availability metrics and compensation plan for Alibaba Cloud Event Center.
Unless otherwise specified, this agreement does not apply to Event Center features or versions that are in public preview, invitational preview, or are provided free of charge. This agreement also does not apply to the on-premises version of Event Center.
1. Definitions
1.1 Service Period: A service period is one calendar month.
1.2 Total Minutes in a Service Period: The total number of minutes in a service period is calculated as follows: Total days in the service period × 24 (hours) × 60 (minutes).
1.3 Failed Requests: Failed requests include the following:
(1) Requests for which a domain name returns a 5XX or 4XX status code because of issues with the Event Center system.
(2) Valid requests that fail to reach the Event Center servers because of a service fault. The number of these requests is calculated based on the average number of requests for the domain name that used Event Center in the seven days before the fault.
1.4 Total Valid Requests: All requests received by the Event Center servers under a customer's Alibaba Cloud account are considered valid requests.
1.5 Five-Minute Error Rate: The error rate is calculated every five minutes for each region and storage class using the following formula:
Five-minute error rate = (Number of failed requests in five minutes / Total number of valid requests in five minutes) × 100%
1.6 Monthly Service Fee: The monthly service fee is calculated for each region and storage class used by Event Center under a customer's Alibaba Cloud account within a calendar month. If a customer pays for multiple months of service at once, the monthly service fee is calculated by prorating the total payment over the number of months purchased. Otherwise, the fee is based on usage.
2. Service Availability
2.1 Service Availability Formula
The service availability of Event Center is calculated for each service period based on the average of the five-minute error rates within that period. The formula is as follows:
Service Availability = (1 - [Sum of all five-minute error rates within the service period] / [Total number of five-minute intervals in the service period]) × 100% (Note: The total number of five-minute intervals in a service period = 12 × 24 × the number of days in the service period)
2.2 Service Availability Commitment
The service availability of Event Center will be no less than 99.95%. If Event Center fails to meet this commitment, you are eligible for compensation as described in Section 3 of this agreement.
2.3 Exclusions
The service availability commitment does not apply to any unavailability that results from the following:
(1) System maintenance for which Alibaba Cloud provides prior notice, including cutovers, repairs, upgrades, and simulated fault drills.
(2) Any network or device faults, or configuration adjustments, that are outside of Alibaba Cloud's control.
(3) Cyberattacks on your application or data.
(4) Loss or leakage of data, security tokens, or passwords caused by your improper maintenance or failure to maintain confidentiality.
(5) Your negligence or operations that you have authorized.
(6) Your failure to follow Alibaba Cloud product documentation or usage recommendations.
(7) Force majeure events.
3. Compensation Plan
3.1 Compensation Standards
If the service availability of Event Center for your Alibaba Cloud account falls below the commitment, you are eligible for compensation according to the standards in the table below. Compensation is provided only in the form of vouchers for purchasing Event Center products. The total compensation will not exceed 25% of the monthly service fee that you paid for the affected month. This excludes fees paid with vouchers.
Service availability | Voucher amount for compensation |
99.90% ≤ Service Availability < 99.95% | 10% of the monthly service fee |
Service Availability < 99.90% | 25% of the monthly service fee |
3.2 Compensation Request Deadline
You can submit a compensation request for a month in which Event Center failed to meet its service availability commitment. Requests can be submitted after the fifth (5th) business day of the following calendar month. Compensation requests must be submitted no later than two (2) months after the end of the month in which the service availability commitment was not met.
4. Other
Alibaba Cloud reserves the right to modify the terms of this SLA. If this SLA is modified, Alibaba Cloud will notify you at least 30 days in advance by posting an announcement on our website or by sending an email. If you do not agree to the changes, you have the right to stop using Event Center. Your continued use of Event Center constitutes your acceptance of the modified SLA.