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1. 引言
世紀(jì)互聯(lián)在線服務(wù)的服務(wù)級(jí)別協(xié)議（以下簡(jiǎn)稱“SLA”），作為其協(xié)議的一部分，由世紀(jì)互聯(lián)根據(jù)客戶從世紀(jì)互聯(lián)購(gòu)買在線服務(wù)的協(xié)議（以下簡(jiǎn)稱“協(xié)議”）制定。本服務(wù)級(jí)別協(xié)議適用于此處列出的在線服務(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)級(jí)別。如果世紀(jì)互聯(lián)未能達(dá)到和保持服務(wù)級(jí)別協(xié)議所述的服務(wù)級(jí)別，客戶有資格獲得月度服務(wù)費(fèi)用的部分服務(wù)費(fèi)抵扣。在用戶的協(xié)議期間，世紀(jì)互聯(lián)不會(huì)修改服務(wù)級(jí)別協(xié)議的條款。如果客戶續(xù)訂，本服務(wù)級(jí)別協(xié)議的修訂版將適用于客戶的整個(gè)續(xù)訂期。如果對(duì)本服務(wù)級(jí)別協(xié)議有任何重大不利變更，世紀(jì)互聯(lián)將至少提前九十（90）天通知?？蛻綦S時(shí)可訪問以下鏈接來(lái)查看本服務(wù)級(jí)別協(xié)議的最新版本：http://rkgz.net.cn/ostpt/。
2. 一般條款
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。
“適用的月周期”是指對(duì)于一個(gè)適用服務(wù)費(fèi)抵扣的日歷月，客戶成為服務(wù)訂閱者的天數(shù)。
“適用的月服務(wù)費(fèi)”是指客戶在適用服務(wù)費(fèi)抵扣的某個(gè)月為一項(xiàng)服務(wù)實(shí)際支付的總費(fèi)用。
“索賠”指客戶根據(jù)本服務(wù)級(jí)別協(xié)議向世紀(jì)互聯(lián)提交的、有關(guān)尚未達(dá)到某個(gè)服務(wù)級(jí)別以及客戶可獲得的服務(wù)費(fèi)抵扣的索賠。
“客戶”指簽訂本協(xié)議的機(jī)構(gòu)。
“停機(jī)時(shí)間”是為下面“服務(wù)具體條款”中的每項(xiàng)服務(wù)定義的。停機(jī)時(shí)間不包括（1）計(jì)劃停機(jī)時(shí)間，以及（2）由下文和“服務(wù)具體條款”中描述的任何限制情況導(dǎo)致的服務(wù)不可用。
“事件”是指導(dǎo)致停機(jī)時(shí)間的 (1) 任何單獨(dú)事件或 (2) 任何一組事件。
“管理門戶”指由世紀(jì)互聯(lián)提供的 web 界面，客戶可以通過該界面來(lái)管理服務(wù)。
“預(yù)覽”指提供用來(lái)獲得客戶反饋的服務(wù)或軟件的預(yù)覽版、測(cè)試版或其他預(yù)發(fā)行版。
“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)開始前至少五（5）天公示或通知客戶。
“服務(wù)費(fèi)抵扣”表示針對(duì)受影響的服務(wù)或服務(wù)資源的已經(jīng)證實(shí)的服務(wù)索賠，返還給客戶的月度服務(wù)費(fèi)用的百分比。
“服務(wù)級(jí)別”是指在服務(wù)級(jí)別協(xié)議中訂立的，世紀(jì)互聯(lián)承諾在提供服務(wù)期間提供的服務(wù)標(biāo)準(zhǔn)。
“服務(wù)資源”指某個(gè)服務(wù)內(nèi)可供使用的單獨(dú)資源。
“支持時(shí)段”是指支持服務(wù)功能或與者一個(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)。
條款
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?？蛻舯仨毾蚴兰o(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）受影響的用戶的數(shù)量和地點(diǎn)（如適用），（4）客戶嘗試解決該事件所做出的任何努力的說明。
- 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，并確定是否就適用服務(wù)費(fèi)抵扣做出決定。世紀(jì)互聯(lián)將在接下來(lái)的一個(gè)月內(nèi)，使用商業(yè)上合理措施來(lái)處理索賠，且時(shí)間不超過收到索賠后的四十五（45）天。客戶必須遵守本協(xié)議，才有資格獲得服務(wù)費(fèi)抵扣。如果確定客戶適用服務(wù)費(fèi)抵扣，世紀(jì)互聯(lián)會(huì)將服務(wù)費(fèi)抵扣應(yīng)用于客戶適用的月服務(wù)費(fèi)中。
- 如果客戶購(gòu)買了多項(xiàng)服務(wù)（不是以套件的形式），則客戶可以根據(jù)上述流程提交索賠，如同每項(xiàng)服務(wù)都有其單獨(dú)的服務(wù)級(jí)別協(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基于此事件的一個(gè)服務(wù)級(jí)別進(jìn)行索賠。除非在具體的服務(wù)級(jí)別協(xié)議中另有規(guī)定，否則每項(xiàng)服務(wù)僅允許在適用的月周期內(nèi)使用一個(gè)服務(wù)費(fèi)抵扣。
服務(wù)費(fèi)抵扣
- 服務(wù)費(fèi)抵扣是客戶在協(xié)議和本服務(wù)級(jí)別協(xié)議下的任何服務(wù)的任何性能或可用性問題的唯一且排他的救濟(jì)。對(duì)于任何性能或可用性問題，客戶不得單方面抵消其適用的月服務(wù)費(fèi)。
- 服務(wù)費(fèi)抵扣僅適用于為未達(dá)到服務(wù)級(jí)別要求的特定服務(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)費(fèi)抵扣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）。
- 在特定服務(wù)或服務(wù)資源的任何結(jié)算月中，服務(wù)費(fèi)抵扣在任何情況下都不能超過客戶在該結(jié)算月內(nèi)用于該服務(wù)或服務(wù)資源（如適用）的月服務(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)費(fèi)抵扣將按比例計(jì)算。如果客戶從經(jīng)銷商處購(gòu)買了服務(wù)，則客戶將直接從經(jīng)銷商處獲得服務(wù)費(fèi)抵扣，經(jīng)銷商將直接從世紀(jì)互聯(lián)獲得服務(wù)費(fèi)抵扣。服務(wù)費(fèi)抵扣將基于適用服務(wù)的估計(jì)零售價(jià)格，此價(jià)格由世紀(jì)互聯(lián)自行決定。
限制
本服務(wù)級(jí)別協(xié)議和任何適用的服務(wù)級(jí)別不適用于以下原因?qū)е碌娜魏涡阅芑蚩捎眯詥栴}：
- 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，包括客戶的工作場(chǎng)所，或客戶的工作場(chǎng)所與世紀(jì)互聯(lián)數(shù)據(jù)中心之間的故障）；
- 客戶使用不是由世紀(jì)互聯(lián)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)的問題；
- 當(dāng)客戶的網(wǎng)絡(luò)連接明顯依賴于單個(gè)世紀(jì)互聯(lián)數(shù)據(jù)中心位置，而無(wú)法根據(jù)不同的地理位置靈活調(diào)整時(shí)，由該數(shù)據(jù)中心位置導(dǎo)致的問題；
- 世紀(jì)互聯(lián)建議客戶更改服務(wù)使用，而客戶沒有按照建議修改其使用而引起的問題；
- 預(yù)覽期間或有關(guān)預(yù)覽的問題（由世紀(jì)互聯(lián)確定）；
- 客戶使用的服務(wù)與世紀(jì)互聯(lián)服務(wù)的特征和功能不一致（例如嘗試執(zhí)行不受支持的操作），或與已發(fā)布的文檔或指南不一致；
- 由客戶或客戶員工、代理商、承包商，或供應(yīng)商，或通過客戶密碼或設(shè)備訪問世紀(jì)互聯(lián)網(wǎng)絡(luò)的任何人未經(jīng)授權(quán)的行為或不作為所引起的問題；
- 由于錯(cuò)誤的輸入、指令或參數(shù)引起的問題（例如請(qǐng)求訪問不存在的文件）；
- 客戶試圖執(zhí)行超過規(guī)定限額的操作或涉嫌濫用行為而引起的操作；
- 客戶使用的服務(wù)功能超出了相關(guān)支持時(shí)段的范圍；或者
- 在事件發(fā)生時(shí)預(yù)定了許可，但尚未支付。
3. 服務(wù)具體條款
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise；Dynamics 365 Customer Service Professional
停機(jī)時(shí)間：終端用戶無(wú)法讀取或?qū)懭氡揪哂羞m當(dāng)讀寫權(quán)限的任何服務(wù)數(shù)據(jù)的任何時(shí)間段，但不包括服務(wù)附加功能的不可用的時(shí)間。
每月正常運(yùn)行時(shí)間百分比：“每月正常運(yùn)行時(shí)間百分比”可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣:
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)費(fèi)抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Finance; Dynamics 365 Supply Chain Management
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)涞淖鈶簦夜芾黹T戶具有以下特征：（A）已部署到合作伙伴應(yīng)用服務(wù)，且（B）包含用戶可以登錄的活躍數(shù)據(jù)庫(kù)。
“合作伙伴應(yīng)用服務(wù)”是指建立在具有以下特征的平臺(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）預(yù)留了計(jì)算和存儲(chǔ)資源，其等于或大于合作伙伴為適用的合作伙伴應(yīng)用程序選擇的其中一個(gè)標(biāo)度單位。
“最大可用分鐘數(shù)”是指一個(gè)結(jié)算月內(nèi)，系統(tǒng)使用活躍的高可用性生產(chǎn)拓?fù)湓诤献骰锇閼?yīng)用服務(wù)中部署活躍租戶的總累計(jì)分鐘數(shù)。
“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)或零售目的服務(wù)零售 APIs。
“標(biāo)度單位”是指向合作伙伴應(yīng)用服務(wù)中添加或刪除計(jì)算和存儲(chǔ)資源的增量。
“服務(wù)基礎(chǔ)結(jié)構(gòu)”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。
停機(jī)時(shí)間：由于未到期平臺(tái)或服務(wù)基礎(chǔ)結(jié)構(gòu)中的故障，世紀(jì)互聯(lián)根據(jù)自動(dòng)運(yùn)行狀況監(jiān)視和系統(tǒng)日志確定的終端用戶不能登錄到他們的活躍租戶上的任何時(shí)間段。停機(jī)時(shí)間不包括計(jì)劃的停機(jī)時(shí)間，服務(wù)附加功能不可用的時(shí)間，因?yàn)榭蛻舾姆?wù)而導(dǎo)致無(wú)法訪問服務(wù)的時(shí)間，或超出標(biāo)度單位容量的時(shí)間段。
每月正常運(yùn)行時(shí)間百分比：給定活躍租戶在一個(gè)日歷月中的每月正常運(yùn)行時(shí)間百分比可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣：
| 每月正常運(yùn)行時(shí)間百分比 |
服務(wù)費(fèi)抵扣 |
|
< 99.9% |
25% |
|
< 99% |
50% |
|
< 95% |
100% |
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional
停機(jī)時(shí)間：終端用戶無(wú)法讀取或?qū)懭氡揪哂羞m當(dāng)讀寫權(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)附加功能的不可用的時(shí)間。
每月正常運(yùn)行時(shí)間百分比：“每月正常運(yùn)行時(shí)間百分比”可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣：
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)費(fèi)抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Microsoft Power Automate
停機(jī)時(shí)間：用戶的數(shù)據(jù)流與世紀(jì)互聯(lián)Internet網(wǎng)關(guān)沒有連接的任何時(shí)間段。
每月正常運(yùn)行時(shí)間百分比：“每月正常運(yùn)行時(shí)間百分比”可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣：
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)費(fèi)抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
服務(wù)級(jí)別協(xié)議排除項(xiàng)：沒有為 Microsoft Power Automate 的任何免費(fèi)層級(jí)提供服務(wù)級(jí)別協(xié)議。
Microsoft Power Apps
停機(jī)時(shí)間：用戶無(wú)法讀取或?qū)懭?Microsoft Power Apps 中本具有適當(dāng)讀寫權(quán)限的任何數(shù)據(jù)部分的任何時(shí)間段。
每月正常運(yùn)行時(shí)間百分比：“每月正常運(yùn)行時(shí)間百分比”可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣：
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)費(fèi)抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
服務(wù)級(jí)別協(xié)議排除項(xiàng)：沒有為 Microsoft Power Apps 的任何免費(fèi)層級(jí)提供服務(wù)級(jí)別協(xié)議。
Power BI Premium
“容量”是指管理員通過 Power BI Premium 容量管理門戶配置的指定容量。容量是一個(gè)或多個(gè)節(jié)點(diǎn)組成的一個(gè)分組。
“最大可用分鐘數(shù)”是指在一個(gè)結(jié)算月內(nèi)，在指定租戶中實(shí)例化指定容量的分鐘總數(shù)。
停機(jī)時(shí)間：在一個(gè)指定容量的結(jié)算月內(nèi)，指定容量不可用的累積分鐘數(shù)。如果由于系統(tǒng)錯(cuò)誤，在某一分鐘內(nèi)查看 Power BI 報(bào)告或儀表盤的所有嘗試均失敗，則視為指定容量在這一分鐘內(nèi)不可用。
每月正常運(yùn)行時(shí)間百分比：“每月正常運(yùn)行時(shí)間百分比”可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣：
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)費(fèi)抵扣 |
| < 99.9% | 10% |
| < 99% | 25% |
Power BI Pro
停機(jī)時(shí)間：用戶無(wú)法讀取或?qū)懭氡揪哂羞m當(dāng)權(quán)限的任何 Power BI 數(shù)據(jù)部分的任何時(shí)間段。
每月正常運(yùn)行時(shí)間百分比：“每月正常運(yùn)行時(shí)間百分比”可以通過下面的公式計(jì)算：
停機(jī)時(shí)間以用戶分鐘數(shù)為單位；即，在每個(gè)月份，停機(jī)時(shí)間為該月發(fā)生的每個(gè)事件的時(shí)長(zhǎng)總和（分鐘數(shù)）乘以受該事件影響的用戶數(shù)。
服務(wù)費(fèi)抵扣：
| 每月正常運(yùn)行時(shí)間百分比 | 服務(wù)費(fèi)抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4.客戶支持
根據(jù)本服務(wù)級(jí)別協(xié)議提交索賠，請(qǐng)通過以下方式聯(lián)系世紀(jì)互聯(lián)的客戶支持：
- Dynamics 365：http://rkgz.net.cn/Dynamics365/；或
- Power Platform：http://rkgz.net.cn/Powerplatform/。
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: http://rkgz.net.cn/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
- 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.
- 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 (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
- 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.
Limitations
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;
- 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;
- 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);
- 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;
- 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 faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- 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.
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:
- Dynamics 365: http://rkgz.net.cn/Dynamics365/; or
- Power Platform: http://rkgz.net.cn/Powerplatform/.