世纪互联运营的在线服务的服务级别协议

 

1. 引言

世纪互联在线服务的服务级别协议(以下简称“SLA”),作为其协议的一部分,由世纪互联根据客户从世纪互联购买在线服务的协议(以下简称“协议”)制定。本服务级别协议适用于此处列出的在线服务(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,以达到和保持服务级别。如果世纪互联未能达到和保持服务级别协议所述的服务级别,客户有资格获得月度服务费用的部分服务费抵扣。在用户的协议期间,世纪互联不会修改服务级别协议的条款。如果客户续订,本服务级别协议的修订版将适用于客户的整个续订期。如果对本服务级别协议有任何重大不利变更,世纪互联将至少提前九十(90)天通知。客户随时可访问以下链接来查看本服务级别协议的最新版本:https://www.21vbluecloud.com/ostpt/

2. 一般条款
定义

世纪互联”在客户协议上是指世纪互联实体。

适用的月周期”是指对于一个适用服务费抵扣的日历月,客户成为服务订阅者的天数。

适用的月服务费”是指客户在适用服务费抵扣的某个月为一项服务实际支付的总费用。

索赔”指客户根据本服务级别协议向世纪互联提交的、有关尚未达到某个服务级别以及客户可获得的服务费抵扣的索赔。

客户”指签订本协议的机构。

停机时间”是为下面“服务具体条款”中的每项服务定义的。停机时间不包括(1)计划停机时间,以及(2)由下文和“服务具体条款”中描述的任何限制情况导致的服务不可用。

事件”是指导致停机时间的 (1) 任何单独事件或 (2) 任何一组事件。

管理门户”指由世纪互联提供的 web 界面,客户可以通过该界面来管理服务。

预览”指提供用来获得客户反馈的服务或软件的预览版、测试版或其他预发行版。

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五(5)天公示或通知客户。

服务费抵扣”表示针对受影响的服务或服务资源的已经证实的服务索赔,返还给客户的月度服务费用的百分比。

服务级别”是指在服务级别协议中订立的,世纪互联承诺在提供服务期间提供的服务标准。

服务资源”指某个服务内可供使用的单独资源。

支持时段”是指支持服务功能或与者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。

条款

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)受影响的用户的数量和地点(如适用),(4)客户尝试解决该事件所做出的任何努力的说明。
  2. 世纪互联将合理地运用所有的可用信息来验证索赔,并确定是否就适用服务费抵扣做出决定。世纪互联将在接下来的一个月内,使用商业上合理措施来处理索赔,且时间不超过收到索赔后的四十五(45)天。客户必须遵守本协议,才有资格获得服务费抵扣。如果确定客户适用服务费抵扣,世纪互联会将服务费抵扣应用于客户适用的月服务费中。
  3. 如果客户购买了多项服务(不是以套件的形式),则客户可以根据上述流程提交索赔,如同每项服务都有其单独的服务级别协议一样。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基于此事件的一个服务级别进行索赔。除非在具体的服务级别协议中另有规定,否则每项服务仅允许在适用的月周期内使用一个服务费抵扣。

服务费抵扣

  1. 服务费抵扣是客户在协议和本服务级别协议下的任何服务的任何性能或可用性问题的唯一且排他的救济。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月服务费。
  1. 服务费抵扣仅适用于为未达到服务级别要求的特定服务、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,则服务费抵扣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)。
  2. 在特定服务或服务资源的任何结算月中,服务费抵扣在任何情况下都不能超过客户在该结算月内用于该服务或服务资源(如适用)的月服务费。
  3. 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费抵扣将按比例计算。如果客户从经销商处购买了服务,则客户将直接从经销商处获得服务费抵扣,经销商将直接从世纪互联获得服务费抵扣。服务费抵扣将基于适用服务的估计零售价格,此价格由世纪互联自行决定。

限制

本服务级别协议和任何适用的服务级别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,包括客户的工作场所,或客户的工作场所与世纪互联数据中心之间的故障);
  2. 客户使用不是由世纪互联提供的服务、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. 当客户的网络连接明显依赖于单个世纪互联数据中心位置,而无法根据不同的地理位置灵活调整时,由该数据中心位置导致的问题;
  4. 世纪互联建议客户更改服务使用,而客户没有按照建议修改其使用而引起的问题;
  5. 预览期间或有关预览的问题(由世纪互联确定);
  6. 客户使用的服务与世纪互联服务的特征和功能不一致(例如尝试执行不受支持的操作),或与已发布的文档或指南不一致;
  7. 由客户或客户员工、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未经授权的行为或不作为所引起的问题;
  8. 由于错误的输入、指令或参数引起的问题(例如请求访问不存在的文件);
  9. 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;
  10. 客户使用的服务功能超出了相关支持时段的范围;或者
  11. 在事件发生时预定了许可,但尚未支付。
3. 服务具体条款
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise;Dynamics 365 Customer Service Professional

停机时间: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,但不包括服务附加功能的不可用的时间。

每月正常运行时间百分比:“每月正常运行时间百分比”可以通过下面的公式计算:

 

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

服务费抵扣:

每月正常运行时间百分比 服务费抵扣
< 99.9% 25%
< 99% 50%
< 95% 100%

 

Dynamics 365 Finance; Dynamics 365 Supply Chain Management

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的租户,且管理门户具有以下特征:(A)已部署到合作伙伴应用服务,且(B)包含用户可以登录的活跃数据库。

合作伙伴应用服务”是指建立在具有以下特征的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)预留了计算和存储资源,其等于或大于合作伙伴为适用的合作伙伴应用程序选择的其中一个标度单位。

最大可用分钟数”是指一个结算月内,系统使用活跃的高可用性生产拓扑在合作伙伴应用服务中部署活跃租户的总累计分钟数。

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目的服务零售 APIs。

标度单位”是指向合作伙伴应用服务中添加或删除计算和存储资源的增量。

服务基础结构”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。

 

停机时间:由于未到期平台或服务基础结构中的故障,世纪互联根据自动运行状况监视和系统日志确定的终端用户不能登录到他们的活跃租户上的任何时间段。停机时间不包括计划的停机时间,服务附加功能不可用的时间,因为客户更改服务而导致无法访问服务的时间,或超出标度单位容量的时间段。

 

每月正常运行时间百分比:给定活跃租户在一个日历月中的每月正常运行时间百分比可以通过下面的公式计算:

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

服务费抵扣

每月正常运行时间百分比

服务费抵扣

< 99.9%

25%

< 99%

50%

< 95%

100%

Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional

停机时间: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的时间。

每月正常运行时间百分比:“每月正常运行时间百分比”可以通过下面的公式计算:

 

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

服务费抵扣

每月正常运行时间百分比 服务费抵扣
< 99.9% 25%
< 99% 50%
< 95% 100%
Microsoft Power Automate

停机时间:用户的数据流与世纪互联Internet网关没有连接的任何时间段。

每月正常运行时间百分比:“每月正常运行时间百分比”可以通过下面的公式计算:

 

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

服务费抵扣

每月正常运行时间百分比 服务费抵扣
< 99.9% 25%
< 99% 50%
< 95% 100%

服务级别协议排除项:没有为 Microsoft Power Automate 的任何免费层级提供服务级别协议。

 

Microsoft Power Apps

停机时间:用户无法读取或写入 Microsoft Power Apps 中本具有适当读写权限的任何数据部分的任何时间段。

每月正常运行时间百分比:“每月正常运行时间百分比”可以通过下面的公式计算:

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

 

服务费抵扣

每月正常运行时间百分比 服务费抵扣
< 99.9% 25%
< 99% 50%
< 95% 100%

 

服务级别协议排除项:没有为 Microsoft Power Apps 的任何免费层级提供服务级别协议。

Power BI Premium

容量”是指管理员通过 Power BI Premium 容量管理门户配置的指定容量。容量是一个或多个节点组成的一个分组。

最大可用分钟数”是指在一个结算月内,在指定租户中实例化指定容量的分钟总数。

停机时间:在一个指定容量的结算月内,指定容量不可用的累积分钟数。如果由于系统错误,在某一分钟内查看 Power BI 报告或仪表盘的所有尝试均失败,则视为指定容量在这一分钟内不可用。

每月正常运行时间百分比:“每月正常运行时间百分比”可以通过下面的公式计算:

 

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

服务费抵扣

每月正常运行时间百分比 服务费抵扣
< 99.9% 10%
< 99% 25%
Power BI Pro

停机时间:用户无法读取或写入本具有适当权限的任何 Power BI 数据部分的任何时间段。

每月正常运行时间百分比:“每月正常运行时间百分比”可以通过下面的公式计算:

 

停机时间以用户分钟数为单位;即,在每个月份,停机时间为该月发生的每个事件的时长总和(分钟数)乘以受该事件影响的用户数。

服务费抵扣

每月正常运行时间百分比 服务费抵扣
< 99.9% 25%
< 99% 50%
< 95% 100%

 

4.客户支持

根据本服务级别协议提交索赔,请通过以下方式联系世纪互联的客户支持:

 

 

Service Level Agreement for Online Services operated by 21Vianet
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 purchased online services from 21Vianet  (the “Agreement”). This SLA applies to the  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. Customers can view the latest version of this SLA at any time by accessing: https://www.21vbluecloud.com/ostpt/.

2. General Terms.
Definitions

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

Applicable Monthly Period” means, for a calendar month in which a Service Credit is owed, the number of days that Customer is a subscriber for a Service.

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” is defined for each Service in the Service Specific Terms below.  Downtime does not include (i) Scheduled Downtime; and (ii) unavailability of a Service due to any of the limitations described below and in the Service Specific Terms.

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 Service.

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.

 

Terms

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 users (if applicable); and (iv) a description of Customer’s attempts to resolve the Incident at the time of occurrence.
  2. 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.
  3. If Customer purchased more than one Service (not as a suite), 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.

Service Credits

  1. 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.
  1. 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.
  2. 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.
  3. 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.

Limitations

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. that results from failures in a single 21Vianet Datacenter location, when Customer’s network connectivity is explicitly dependent on that location in a non-geo-resilient manner;
  4. 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;
  5. during or with respect to Previews (as determined by 21Vianet);
  6. caused by 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;
  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 faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  9. that resulted from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from throttling of suspected abusive behavior;
  10. due to Customer’s use of Service features that are outside of associated Support Windows; or
  11. for licenses reserved, but not paid for, at the time of the Incident.
3. Service Specific Terms.
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise; Dynamics 365 Customer Service Professional

Downtime: 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.

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

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

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

 

Dynamics 365 Finance; Dynamics 365 Supply Chain Management

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.

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

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.

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.

Downtime: 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 21Vianet 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 your modifications of the Service, or periods where the Scale Unit capacity is exceeded.

Monthly Uptime Percentage: The Monthly Uptime Percentage for a given Active Tenant in a calendar month is calculated using the following formula:

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

Monthly Uptime Percentage Service Credit
< 99.9% 25%
< 99% 50%
< 95% 100%
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional

Downtime: 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.

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

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

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

Downtime: Any period of time when users’ flows have no connectivity to 21Vianet’s Internet gateway.

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

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

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

Service Level Exceptions: No SLA is provided for any free of charge tier of Microsoft Power Automate.

Microsoft Power Apps

Downtime: Any period of time when users are unable to read or write any portion of data in Microsoft Power Apps to which they have appropriate permissions.

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

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

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

Service Level Exceptions: No SLA is provided for any free of charge tier of Microsoft Power Apps.

Power BI Premium

Capacity” means a named capacity provisioned by an admin through the Power BI Premium capacity admin portal. A Capacity is a grouping of one or more nodes.

Maximum Available Minutes” is the total number of minutes that a given Capacity has been instantiated during a billing month in a given tenant.

Downtime: The total accumulated minutes during a billing month for a given Capacity during which a given Capacity is unavailable. A minute is considered unavailable for a given Capacity if all attempts to view Power BI reports or dashboards within the minute fail due to system errors.

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

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

Monthly Uptime Percentage Service Credit
< 99.9% 10%
< 99% 25%
Power BI Pro

Downtime: Any period of time when users are unable to read or write any portion of Power BI data to which they have appropriate permissions.

 

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

where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.

Service Credit:

Monthly Uptime Percentage Service Credit
< 99.9% 25%
< 99% 50%
< 95% 100%
4. Customer Support.

To submit a Claim under this SLA, contact 21Vianet’s customer support for:

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