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2019年4月1日
1. 引言
世紀(jì)互聯(lián)在線服務(wù)（以下簡(jiǎn)稱“SLA”）的服務(wù)水平協(xié)議由世紀(jì)互聯(lián)根據(jù)客戶從世紀(jì)互聯(lián)購(gòu)買Dynamics 365在線服務(wù)的協(xié)議（以下簡(jiǎn)稱“協(xié)議”）制定，也是其協(xié)議的一部分。本服務(wù)水平協(xié)議適用于此處列出的Dynamics 365在線服務(wù)（以下簡(jiǎn)稱“服務(wù)”），但不適用于與服務(wù)或內(nèi)部部署軟件一起提供或與服務(wù)相關(guān)的單獨(dú)品牌服務(wù)。
世紀(jì)互聯(lián)為其承諾提供支持，以達(dá)到和保持服務(wù)水平。如果世紀(jì)互聯(lián)沒(méi)有達(dá)到或保持服務(wù)水平協(xié)議所述的服務(wù)標(biāo)準(zhǔn)，客戶可能有權(quán)扣除每月服務(wù)費(fèi)的一部分。在用戶訂閱初期，世紀(jì)互聯(lián)不會(huì)修改服務(wù)水平協(xié)議的條款。如果客戶續(xù)訂，本服務(wù)水平協(xié)議的修訂版將適用于客戶的整個(gè)續(xù)訂期。關(guān)于本服務(wù)水平協(xié)議不利材料的變更，世紀(jì)互聯(lián)將至少提前90天通知。
2. 定義
“世紀(jì)互聯(lián)”在客戶協(xié)議上是指世紀(jì)互聯(lián)實(shí)體。
“適用的月服務(wù)費(fèi)”是指每月由客戶為服務(wù)實(shí)際支付的總費(fèi)用，適用于欠服務(wù)積分的月份。
“索賠”是指由客戶向世紀(jì)互聯(lián)提交的關(guān)于本服務(wù)水平協(xié)議的索賠，投訴服務(wù)水平未達(dá)標(biāo)準(zhǔn)，或服務(wù)積分應(yīng)付給客戶。
“客戶”指參與協(xié)議的組織。
“停機(jī)時(shí)間”是指在一個(gè)月時(shí)間內(nèi)，下表中列出的服務(wù)方面不可用的總分鐘數(shù)，不包括（1）計(jì)劃停機(jī)時(shí)間，以及（2）由第5節(jié)中描述的任何例外情況導(dǎo)致的服務(wù)不可用。
| 服務(wù) | 停機(jī)資格 |
| 適用于客戶服務(wù)企業(yè)的Dynamics 365 | 終端用戶無(wú)法讀取或?qū)懭氡揪哂羞m當(dāng)讀寫(xiě)權(quán)限的任何服務(wù)數(shù)據(jù)的任何時(shí)間段，但這不包括服務(wù)附加功能的不可用性。 |
| 適用于客戶服務(wù)專業(yè)人士的Dynamics 365 | 終端用戶不能讀取或?qū)懭氡揪哂羞m當(dāng)讀寫(xiě)權(quán)限的任何服務(wù)數(shù)據(jù)的任何時(shí)間段，但這不包括服務(wù)附加功能的不可用性。 |
| 適用于財(cái)務(wù)和運(yùn)營(yíng)的Dynamics 365 | 未過(guò)期平臺(tái)或服務(wù)基礎(chǔ)結(jié)構(gòu)中的故障，導(dǎo)致終端用戶不能登錄到他們的活躍租戶上的任何時(shí)間段，這些是由Microsoft在自動(dòng)運(yùn)行狀況監(jiān)視和系統(tǒng)日志中確定的。停機(jī)時(shí)間不包括計(jì)劃的停機(jī)時(shí)間，服務(wù)附加功能不可用，因?yàn)榭蛻舾姆?wù)而導(dǎo)致的無(wú)法訪問(wèn)服務(wù)，或超出規(guī)模單位容量的時(shí)段。 |
| 適用于規(guī)模企業(yè)的Dynamics 365 | 終端用戶不能讀取或?qū)懭氡揪哂羞m當(dāng)讀寫(xiě)權(quán)限的任何服務(wù)數(shù)據(jù)的任何時(shí)間段，但這不包括服務(wù)附加功能的不可用性。 |
| 適用于規(guī)模專業(yè)人士的Dynamics 365 | 終端用戶不能讀取或?qū)懭氡揪哂羞m當(dāng)讀寫(xiě)權(quán)限的任何服務(wù)數(shù)據(jù)的任何時(shí)間段，但這不包括服務(wù)附加功能的不可用性。 |
“事件”是指導(dǎo)致停機(jī)時(shí)間的任何單獨(dú)事件，任何一組事件。
“管理門戶”是指由世紀(jì)互聯(lián)提供的網(wǎng)頁(yè)界面，通過(guò)這些界面，客戶可能管理服務(wù)。
“預(yù)覽”是指為獲得客戶反饋而提供的預(yù)覽、測(cè)試版或其他預(yù)發(fā)布版本的服務(wù)。
“計(jì)劃停機(jī)時(shí)間”是指與網(wǎng)絡(luò)、硬件、服務(wù)維護(hù)或升級(jí)相關(guān)的停機(jī)時(shí)段。世紀(jì)互聯(lián)將在停機(jī)開(kāi)始前至少5天公示或通知客戶。
“服務(wù)積分”是指在世紀(jì)互聯(lián)的索賠批準(zhǔn)后記入客戶的每月適用服務(wù)費(fèi)的百分比。
“服務(wù)水平”是指在服務(wù)水平協(xié)議中訂立的，世紀(jì)互聯(lián)承諾在提供服務(wù)期間滿足的績(jī)效指標(biāo)。
“服務(wù)資源”是指在服務(wù)期間，可用的個(gè)人資源。
“支持窗口”是指支持服務(wù)功能或與一個(gè)單獨(dú)產(chǎn)品或服務(wù)兼容的時(shí)間段。
“用戶分鐘數(shù)”是指一個(gè)月內(nèi)的總分鐘數(shù)，減去計(jì)劃停機(jī)時(shí)間，乘以總用戶數(shù)。
3. 每月正常運(yùn)行時(shí)間百分比和服務(wù)積分
“每月正常運(yùn)行時(shí)間百分比”可以通過(guò)下面的公式計(jì)算：
如果每月正常運(yùn)行時(shí)間百分比低于給定月份99.9%，客戶可能有資格獲得下表中指定的服務(wù)積分。
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)積分 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4. 服務(wù)積分索賠
- 對(duì)于世紀(jì)互聯(lián)考慮索賠，客戶必須在索賠事件發(fā)生的月份之后的日歷月月底向世紀(jì)互聯(lián)客戶支持customer support提交索賠。例如，如果事件發(fā)生在2月15日，世紀(jì)互聯(lián)必須在3月31日之前收到索賠和所有必需信息。客戶必須向世紀(jì)互聯(lián)的客戶支持提供所有必要的信息，以便世紀(jì)互聯(lián)驗(yàn)證索賠，包括但不限于：（1）事件的詳細(xì)描述，（2）關(guān)于停機(jī)時(shí)間和持續(xù)時(shí)長(zhǎng)的信息，（3）受影響的終端用戶的數(shù)量和地點(diǎn)（如適用），（4）客戶嘗試在事件發(fā)生時(shí)解決事件的說(shuō)明。
- 世紀(jì)互聯(lián)將合理地運(yùn)用所有的可用信息，來(lái)驗(yàn)證索賠，并確定是否有任何服務(wù)積分到期。世紀(jì)互聯(lián)將在接下來(lái)的一個(gè)月內(nèi)或是收到索賠后的第45天運(yùn)用合理的時(shí)間來(lái)處理索賠?？蛻舯仨氉袷乇緟f(xié)議，才有資格獲得服務(wù)積分。如果確定向客戶支付服務(wù)積分，世紀(jì)互聯(lián)會(huì)將服務(wù)積分應(yīng)用于客戶每月適用的服務(wù)費(fèi)中。
- 如果客戶購(gòu)買了多項(xiàng)服務(wù)，則客戶可以根據(jù)上述流程提交索賠，就好像每項(xiàng)服務(wù)都有其單獨(dú)的服務(wù)水平協(xié)議一樣。如因同一事件而未滿足特定服務(wù)的多個(gè)服務(wù)級(jí)別，則客戶必須只能選擇一個(gè)基于此事件的服務(wù)級(jí)別進(jìn)行索賠。除非在具體的服務(wù)水平協(xié)議中另有規(guī)定，否則每項(xiàng)服務(wù)僅允許在適用的月度期間內(nèi)使用一個(gè)服務(wù)積分。
- 服務(wù)積分是客戶在協(xié)議下和本服務(wù)水平協(xié)議下的任何服務(wù)的任何性能問(wèn)題或可用性問(wèn)題的唯一且排他的補(bǔ)救措施。對(duì)于任何性能或可用性問(wèn)題，客戶不得單方面抵消其適用的每月服務(wù)費(fèi)。
- 服務(wù)積分僅適用于為未達(dá)到服務(wù)級(jí)別的特定服務(wù)、服務(wù)資源或服務(wù)層支付的費(fèi)用。如果服務(wù)級(jí)別適用于單個(gè)服務(wù)資源或單獨(dú)的服務(wù)層，則服務(wù)積分僅適用于為受影響的服務(wù)資源或服務(wù)層支付的費(fèi)用（如適用）。
- 在任何特定服務(wù)或服務(wù)資源的任何結(jié)算月中，服務(wù)積分在任何情況下都不能超過(guò)客戶在結(jié)算月份中適用的該服務(wù)或服務(wù)資源的適用月服務(wù)費(fèi)。
- 如果客戶購(gòu)買服務(wù)作為單一要約的一部分，則每項(xiàng)服務(wù)適用的月服務(wù)費(fèi)和服務(wù)積分將按比例分配。如果客戶從經(jīng)銷商那購(gòu)買了服務(wù)，則客戶將直接從經(jīng)銷商那獲得服務(wù)積分，經(jīng)銷商將直接從世紀(jì)互聯(lián)獲得服務(wù)積分。服務(wù)積分將基于預(yù)計(jì)的可適用服務(wù)的零售價(jià)格，由世紀(jì)互聯(lián)自行決定。
5. 服務(wù)水平協(xié)議除外條款
本服務(wù)水平協(xié)議和任何適用的服務(wù)水平不適用于以下原因?qū)е碌娜魏涡阅芑蚩捎眯詥?wèn)題：
- 世紀(jì)互聯(lián)不可控的因素（例如自然災(zāi)害，戰(zhàn)爭(zhēng)，恐怖襲擊，暴亂，政府行動(dòng)，世紀(jì)互聯(lián)數(shù)據(jù)中心外部的網(wǎng)絡(luò)或設(shè)備故障，包括客戶網(wǎng)站，或客戶網(wǎng)站和世紀(jì)互聯(lián)數(shù)據(jù)中心之間的故障）；
- 客戶使用世紀(jì)互聯(lián)未提供的服務(wù)、硬件或軟件作為服務(wù)的一部分而產(chǎn)生的問(wèn)題，包括但不限于帶寬不足或與第三方軟件或服務(wù)相關(guān)的問(wèn)題；
- 客戶使用的服務(wù)與世紀(jì)互聯(lián)服務(wù)的特點(diǎn)和功能不一致（例如嘗試進(jìn)行不受支持的操作），或與已發(fā)布的文檔或指南不一致；
- 由于錯(cuò)誤的輸入、指令或參數(shù)引起的問(wèn)題（例如要求訪問(wèn)不存在的文件）；
- 世紀(jì)互聯(lián)建議用戶更改服務(wù)使用，而客戶沒(méi)有按照建議修改其使用而引起的問(wèn)題；
- 預(yù)覽期間或有關(guān)預(yù)覽的問(wèn)題（由世紀(jì)互聯(lián)確定）；
- 由客戶未經(jīng)授權(quán)的行為或不作為，或客戶員工，代理商，承包商，或供應(yīng)商，或通過(guò)客戶密碼或設(shè)備訪問(wèn)世紀(jì)互聯(lián)網(wǎng)絡(luò)的任何人所引起的問(wèn)題；
- 客戶試圖執(zhí)行超過(guò)規(guī)定限額的操作或涉嫌濫用行為而引起的操作；
- 由于客戶使用windows不支持的服務(wù)而引起的問(wèn)題；
- 事件發(fā)生時(shí)許可保留但未支付的許可證。
6. 客戶支持
根據(jù)本服務(wù)水平協(xié)議提交索賠，請(qǐng)通過(guò)以下方式獲得世紀(jì)互聯(lián)的客戶支持：http://rkgz.net.cn/Dynamics365/.
7. 服務(wù)具體條款
本節(jié)規(guī)定了特定在線服務(wù)的例外情況和附加條款。
Dynamics 365 財(cái)務(wù)和運(yùn)營(yíng)
附加定義：
“活躍租戶”是指在管理門戶中具有活躍的高可用性生產(chǎn)拓?fù)浣Y(jié)構(gòu)的租戶，（A)已部署到合作伙伴應(yīng)用程序服務(wù)，且(B)有一個(gè)用戶可以登錄的活動(dòng)數(shù)據(jù)庫(kù)。
“最大可用分鐘數(shù)”是指一個(gè)結(jié)算月內(nèi)，在使用高可用性生產(chǎn)拓?fù)涞暮献骰锇閼?yīng)用程序服務(wù)中部署活躍租戶的總累計(jì)分鐘數(shù)。
“合作伙伴應(yīng)用程序服務(wù)”是指建立在平臺(tái)之上并與平臺(tái)連接在一起的合作伙伴應(yīng)用程序，（A)用于處理客戶的實(shí)際業(yè)務(wù)交易，(B)保留計(jì)算和存儲(chǔ)資源等于或大于為適用的合作伙伴應(yīng)用程序選擇的標(biāo)度單位客戶合作伙伴。
“平臺(tái)”是指服務(wù)的客戶端表單，SQL服務(wù)器報(bào)告，批量操作和API 端點(diǎn)，或僅用于商業(yè)或零售的零售APIs。
“標(biāo)度單位”是指向合作伙伴應(yīng)用程序服務(wù)添加或刪除計(jì)算和存儲(chǔ)資源的增量。
“服務(wù)基礎(chǔ)設(shè)施”是指世紀(jì)互聯(lián)提供的與服務(wù)相關(guān)的身份驗(yàn)證、計(jì)算和存儲(chǔ)資源。
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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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.
- 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:
- 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);
- 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;
- 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;
- that resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- 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;
- during or with respect to Previews (as determined by 21Vianet);
- 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;
- that resulted from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from throttling of suspected abusive behavior;
- due to Customer’s use of Service features that are outside of associated Support Windows; or
- 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: ?http://rkgz.net.cn/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.