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世纪互联运营的 Microsoft Dynamics 365 在线服务水平协议

2019年4月1日

1. 引言
世纪互联在线服务（以下简称“SLA”）的服务水平协议由世纪互联根据客户从世纪互联购买Dynamics 365在线服务的协议（以下简称“协议”）制定，也是其协议的一部分。本服务水平协议适用于此处列出的Dynamics 365在线服务（以下简称“服务”），但不适用于与服务或内部部署软件一起提供或与服务相关的单独品牌服务。

世纪互联为其承诺提供支持，以达到和保持服务水平。如果世纪互联没有达到或保持服务水平协议所述的服务标准，客户可能有权扣除每月服务费的一部分。在用户订阅初期，世纪互联不会修改服务水平协议的条款。如果客户续订，本服务水平协议的修订版将适用于客户的整个续订期。关于本服务水平协议不利材料的变更，世纪互联将至少提前90天通知。

2. 定义
“世纪互联”在客户协议上是指世纪互联实体。
“适用的月服务费”是指每月由客户为服务实际支付的总费用，适用于欠服务积分的月份。
“索赔”是指由客户向世纪互联提交的关于本服务水平协议的索赔，投诉服务水平未达标准，或服务积分应付给客户。
“客户”指参与协议的组织。
“停机时间”是指在一个月时间内，下表中列出的服务方面不可用的总分钟数，不包括（1）计划停机时间，以及（2）由第5节中描述的任何例外情况导致的服务不可用。

服务 停机资格
适用于客户服务企业的Dynamics 365 终端用户无法读取或写入本具有适当读写权限的任何服务数据的任何时间段，但这不包括服务附加功能的不可用性。
适用于客户服务专业人士的Dynamics 365 终端用户不能读取或写入本具有适当读写权限的任何服务数据的任何时间段，但这不包括服务附加功能的不可用性。
适用于财务和运营的Dynamics 365 未过期平台或服务基础结构中的故障，导致终端用户不能登录到他们的活跃租户上的任何时间段，这些是由Microsoft在自动运行状况监视和系统日志中确定的。停机时间不包括计划的停机时间，服务附加功能不可用，因为客户更改服务而导致的无法访问服务，或超出规模单位容量的时段。
适用于规模企业的Dynamics 365 终端用户不能读取或写入本具有适当读写权限的任何服务数据的任何时间段，但这不包括服务附加功能的不可用性。
适用于规模专业人士的Dynamics 365 终端用户不能读取或写入本具有适当读写权限的任何服务数据的任何时间段，但这不包括服务附加功能的不可用性。

“事件”是指导致停机时间的任何单独事件，任何一组事件。
“管理门户”是指由世纪互联提供的网页界面，通过这些界面，客户可能管理服务。
“预览”是指为获得客户反馈而提供的预览、测试版或其他预发布版本的服务。
“计划停机时间”是指与网络、硬件、服务维护或升级相关的停机时段。世纪互联将在停机开始前至少5天公示或通知客户。
“服务积分”是指在世纪互联的索赔批准后记入客户的每月适用服务费的百分比。
“服务水平”是指在服务水平协议中订立的，世纪互联承诺在提供服务期间满足的绩效指标。
“服务资源”是指在服务期间，可用的个人资源。
“支持窗口”是指支持服务功能或与一个单独产品或服务兼容的时间段。
“用户分钟数”是指一个月内的总分钟数，减去计划停机时间，乘以总用户数。

3. 每月正常运行时间百分比和服务积分
“每月正常运行时间百分比”可以通过下面的公式计算：

如果每月正常运行时间百分比低于给定月份99.9%，客户可能有资格获得下表中指定的服务积分。

每月正常运行时间百分比 服务积分
< 99.9% 25%
< 99% 50%
< 95% 100%

4. 服务积分索赔

  1. 对于世纪互联考虑索赔，客户必须在索赔事件发生的月份之后的日历月月底向世纪互联客户支持customer support提交索赔。例如，如果事件发生在2月15日，世纪互联必须在3月31日之前收到索赔和所有必需信息。客户必须向世纪互联的客户支持提供所有必要的信息，以便世纪互联验证索赔，包括但不限于：（1）事件的详细描述，（2）关于停机时间和持续时长的信息，（3）受影响的终端用户的数量和地点（如适用），（4）客户尝试在事件发生时解决事件的说明。
  2. 世纪互联将合理地运用所有的可用信息，来验证索赔，并确定是否有任何服务积分到期。世纪互联将在接下来的一个月内或是收到索赔后的第45天运用合理的时间来处理索赔。客户必须遵守本协议，才有资格获得服务积分。如果确定向客户支付服务积分，世纪互联会将服务积分应用于客户每月适用的服务费中。
  3. 如果客户购买了多项服务，则客户可以根据上述流程提交索赔，就好像每项服务都有其单独的服务水平协议一样。如因同一事件而未满足特定服务的多个服务级别，则客户必须只能选择一个基于此事件的服务级别进行索赔。除非在具体的服务水平协议中另有规定，否则每项服务仅允许在适用的月度期间内使用一个服务积分。
  4. 服务积分是客户在协议下和本服务水平协议下的任何服务的任何性能问题或可用性问题的唯一且排他的补救措施。对于任何性能或可用性问题，客户不得单方面抵消其适用的每月服务费。
  5. 服务积分仅适用于为未达到服务级别的特定服务、服务资源或服务层支付的费用。如果服务级别适用于单个服务资源或单独的服务层，则服务积分仅适用于为受影响的服务资源或服务层支付的费用（如适用）。
  6. 在任何特定服务或服务资源的任何结算月中，服务积分在任何情况下都不能超过客户在结算月份中适用的该服务或服务资源的适用月服务费。
  7. 如果客户购买服务作为单一要约的一部分，则每项服务适用的月服务费和服务积分将按比例分配。如果客户从经销商那购买了服务，则客户将直接从经销商那获得服务积分，经销商将直接从世纪互联获得服务积分。服务积分将基于预计的可适用服务的零售价格，由世纪互联自行决定。

5. 服务水平协议除外条款

本服务水平协议和任何适用的服务水平不适用于以下原因导致的任何性能或可用性问题：

  1. 世纪互联不可控的因素（例如自然灾害，战争，恐怖袭击，暴乱，政府行动，世纪互联数据中心外部的网络或设备故障，包括客户网站，或客户网站和世纪互联数据中心之间的故障）；
  2. 客户使用世纪互联未提供的服务、硬件或软件作为服务的一部分而产生的问题，包括但不限于带宽不足或与第三方软件或服务相关的问题；
  3. 客户使用的服务与世纪互联服务的特点和功能不一致（例如尝试进行不受支持的操作），或与已发布的文档或指南不一致；
  4. 由于错误的输入、指令或参数引起的问题（例如要求访问不存在的文件）；
  5. 世纪互联建议用户更改服务使用，而客户没有按照建议修改其使用而引起的问题；
  6. 预览期间或有关预览的问题（由世纪互联确定）；
  7. 由客户未经授权的行为或不作为，或客户员工，代理商，承包商，或供应商，或通过客户密码或设备访问世纪互联网络的任何人所引起的问题；
  8. 客户试图执行超过规定限额的操作或涉嫌滥用行为而引起的操作；
  9. 由于客户使用windows不支持的服务而引起的问题；
  10. 事件发生时许可保留但未支付的许可证。

6. 客户支持

根据本服务水平协议提交索赔，请通过以下方式获得世纪互联的客户支持：https://www.21vbluecloud.com/Dynamics365/.

7. 服务具体条款

本节规定了特定在线服务的例外情况和附加条款。

Dynamics 365 财务和运营

附加定义：

“活跃租户”是指在管理门户中具有活跃的高可用性生产拓扑结构的租户，（A)已部署到合作伙伴应用程序服务，且(B)有一个用户可以登录的活动数据库。

“最大可用分钟数”是指一个结算月内，在使用高可用性生产拓扑的合作伙伴应用程序服务中部署活跃租户的总累计分钟数。

“合作伙伴应用程序服务”是指建立在平台之上并与平台连接在一起的合作伙伴应用程序，（A)用于处理客户的实际业务交易，(B)保留计算和存储资源等于或大于为适用的合作伙伴应用程序选择的标度单位客户合作伙伴。

“平台”是指服务的客户端表单，SQL服务器报告，批量操作和API 端点，或仅用于商业或零售的零售APIs。

“标度单位”是指向合作伙伴应用程序服务添加或删除计算和存储资源的增量。

“服务基础设施”是指世纪互联提供的与服务相关的身份验证、计算和存储资源。

 

Last Revised:  April 1, 2019

1. Introduction.

This Service Level Agreement for 21Vianet online services (this “SLA”) is made by 21Vianet in connection with, and is a part of, the agreement under which Customer has purchased Dynamics 365 online services from 21Vianet  (the “Agreement”). This SLA applies to the Dynamics 365 online services listed herein (a “Service” or the “Services”), but does not apply to separately branded services made available with or connected to the Services or to any on-premise software that is part of any Service.

21Vianet provides backing to its commitment to achieve and maintain the Service Levels for the Services. If 21Vianet does not achieve and maintain the Service Levels for each Service as described in this SLA, then Customer may be eligible for a credit towards a portion of its monthly service fee. 21Vianet will not modify the terms of Customer’s SLA during the initial term of Customer’s subscription; however, if Customer renews its subscription, the version of this SLA that is current at the time of renewal will apply throughout Customer’s renewal term. 21Vianet will provide at least 90 days’ notice for adverse material changes to this SLA.

2. Definitions.

“21Vianet” means the 21Vianet entity that appears on Customer’s Agreement.

“Applicable Monthly Service Fees” means the total fees actually paid by Customer for a Service that are applied to the month in which a Service Credit is owed.

“Claim” means a claim submitted by Customer to 21Vianet pursuant to this SLA that a Service Level has not been met and for which a Service Credit may be due to Customer.

“Customer” refers to the organization that has entered into the Agreement.

“Downtime” means the total minutes in a month during which the aspects of a Service specified in the table below are unavailable, excluding (i) Scheduled Downtime; and (ii) unavailability of a Service due to any of the exclusions described in Section 5.

Service Qualifications of Downtime
Dynamics 365 for Customer Service Enterprise Any period of time when end users are unable to read or write any Service data for which they have appropriate permission, but this does not include non-availability of Service add-on features.
Dynamics 365 for Customer Service Professional Any period of time when end users are unable to read or write any Service data for which they have appropriate permission, but this does not include non-availability of Service add-on features.
Dynamics 365 for Finance and Operations Any period of time when end users are unable to login to their Active Tenant, due to a failure in the unexpired Platform or the Service Infrastructure as Microsoft determines from automated health monitoring and system logs. Downtime does not include Scheduled Downtime, the unavailability of Service add-on features, the inability to access the Service due to Customer’s modifications of the Service, or periods where the Scale Unit capacity is exceeded.
Dynamics 365 for Sales Enterprise Any period of time when end users are unable to read or write any Service data for which they have appropriate permission, but this does not include non-availability of Service add-on features.
Dynamics 365 for Sales Professional Any period of time when end users are unable to read or write any Service data for which they have appropriate permission, but this does not include non-availability of Service add-on features.

 

“Incident” means (i) any single event, or (ii) any set of events, that result in Downtime.

“Management Portal” means the web interface(s), provided by 21Vianet, through which customers may manage the Services.

“Preview” refers to a preview, beta, or other pre-release version of a Service offered to obtain customer feedback.

“Scheduled Downtime” means periods of Downtime related to network, hardware, or Service maintenance or upgrades. 21Vianet will publish notice or notify Customer at least five (5) days prior to the commencement of such Downtime.

“Service Credit” is the percentage of the Applicable Monthly Service Fees credited to Customer following 21Vianet’s Claim approval.

“Service Level” means the performance metric(s) set forth in this SLA that 21Vianet agrees to meet in the delivery of the Services.

“Service Resource” means an individual resource available for use within a Service.

“Support Window” refers to the period of time during which a Service feature or compatibility with a separate product or service is supported.

“User Minutes” means the total number of minutes in a month, less all Scheduled Downtime, multiplied by the total number of users.

3. Monthly Uptime Percentage and Service Credit.

The “Monthly Uptime Percentage” is calculated using the following formula:

If the Monthly Uptime Percentage falls below 99.9% for any given month, Customer may be eligible for a Service Credit as specified in the table below.

 

Monthly Uptime Percentage Service Credit
< 99.9% 25%
< 99% 50%
< 95% 100%

 

4. Service Credit Claims.

  1. For 21Vianet to consider a Claim, Customer must submit the Claim to 21Vianet’s customer support by the end of the calendar month following the month in which the Incident that is subject to the Claim occurs. For example, if the Incident occurred on February 15th, 21Vianet must receive the Claim and all required information by March 31st. Customer must provide to 21Vianet’s customer support all information necessary for 21Vianet to validate the Claim, including but not limited to: (i) a detailed description of the Incident; (ii) information regarding the time and duration of the Downtime; (iii) the number and location(s) of affected end users (if applicable); and (iv) a description of Customer’s attempts to resolve the Incident at the time of occurrence.

 

  1. 21Vianet will use all information reasonably available to validate the Claim and to determine whether any Service Credits is due. 21Vianet will use commercially reasonable efforts to process Claims during the subsequent month and within forty-five (45) days of receipt. Customer must be in compliance with the Agreement to be eligible for a Service Credit. If 21Vianet determines that a Service Credit is owed to Customer, 21Vianet will apply the Service Credit to Customer’s Applicable Monthly Service Fees.

 

  1. If Customer purchased more than one Service, then Customer may submit Claims pursuant to the process described above as if each Service was covered by an individual SLA. In the event that more than one Service Level for a particular Service is not met because of the same Incident, Customer must choose only one Service Level under which to make a Claim based on the Incident. Unless as otherwise provided in a specific SLA, only one Service Credit is permitted per Service for an Applicable Monthly Period.
  2. Service Credits are Customer’s sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA. Customer may not unilaterally offset its Applicable Monthly Service Fees for any performance or availability issues.
  3. Service Credits apply only to fees paid for the particular Service, Service Resource, or Service tier for which a Service Level has not been met. In cases where Service Levels apply to individual Service Resources or to separate Service tiers, Service Credits apply only to fees paid for the affected Service Resource or Service tier, as applicable.
  4. The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed Customer’s Applicable Monthly Service Fees for that Service or Service Resource, as applicable, in the billing month.
  5. If Customer purchased Services as part of a single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be pro-rated. In cases where Customer purchased a Service from a reseller, Customer will receive a service credit directly from its reseller and the reseller will receive a Service Credit directly from 21Vianet. The Service Credit will be based on the estimated retail price for the applicable Service, as determined by 21Vianet in its reasonable discretion.

5. SLA Exclusions.

This SLA and any applicable Service Levels do not apply to any performance or availability issues resulting from the following:

  1. due to factors outside 21Vianet’s reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to 21Vianet’s data centers, including at Customer’s site or between Customer’s site and 21Vianet’s data center);
  2. that resulted from Customer’s use of services, hardware, or software not provided by 21Vianet as part of the Services, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
  3. due to Customer’s use of a Service in a manner inconsistent with the features and functionality of that Service (for example, attempts to perform operations that are not supported) or inconsistent with published documentation or guidance;
  4. that resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  5. caused by Customer’s use of a Service after 21Vianet advised Customer to modify its use of the Service, if Customer did not modify its use as advised;
  6. during or with respect to Previews (as determined by 21Vianet);
  7. that resulted from Customer’s unauthorized action or inaction or from Customer’s employees, agents, contractors, or vendors, or anyone gaining access to 21Vianet’s network by means of Customer’s passwords or equipment;
  8. that resulted from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from throttling of suspected abusive behavior;
  9. due to Customer’s use of Service features that are outside of associated Support Windows; or
  10. for licenses reserved, but not paid for, at the time of the Incident.

6. Customer Support.

To submit a Claim under this SLA, contact 21Vianet’s customer support at:  https://www.21vbluecloud.com/Dynamics365/.

7. Service Specific Terms.

This section sets forth exceptions and additional terms for the specified Online Services.

Dynamics 365 for Finance and Operations.

Additional Definitions:

“Active Tenant” means a tenant with an active high availability production topology in the Management Portal that (A) has been deployed to a Partner Application Service; and (B) has an active database that users can log into.

“Maximum Available Minutes” means the total accumulated minutes during a billing month in which an Active Tenant was deployed in a Partner Application Service using an active high availability production topology.

“Partner Application Service” means a partner application built on top of and combined with the Platform that (A) is used for processing Customer’s actual business transactions; and (B) has reserve compute and storage resources equal to or greater than one of the Scale Units Customer’s partner selected for the applicable partner application.

“Platform” means the Service’s client forms, SQL server reports, batched operations, and API endpoints, or the Service’s retail APIs that are used for commerce or retail purposes only.

“Scale Unit” means the increments by which compute and storage resources are added to or removed from a Partner Application Service.

“Service Infrastructure” means the authentication, computing, and storage resources that 21Vianet provides in connection with the Service.