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. 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 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 a Claim may be made based on the Incident. Customer must provide to Customer Support all information necessary for 21Vianet to validate the Claim, including but not limited to detailed descriptions of the Incident, the time and duration of the Incident, the affected resources or operations, and any attempts made by Customer to resolve the IncidentĢ1Vianet will use all information reasonably available to it to validate the Claim and to determine whether any Service Credits are due. In order for 21Vianet to consider a Claim, Customer must submit the Claim to Customer Support within two months of the end of the billing month in which the Incident that is the subject of the Claim occurs. "Virtual Network Gateway" refers to a gateway that facilitates cross-premises connectivity between a Virtual Network and a customer on-premises network. "Virtual Network" refers to a virtual private network that includes a collection of user-defined IP addresses and subnets that form a network boundary within Azure. "Support Window" refers to the period of time during which a Service feature or compatibility with a separate product or service is supported. "Success Code" means an indication that an operation has succeeded, such as an HTTP status code in the 2xx range. "Service Resource" means an individual resource available for use within a Service. "Service Level" means standards 21Vianet chooses to adhere to and by which it measures the level of service it provides for each Service as specifically set forth below. "Service Credit" is the percentage of the monthly service fees for the affected Service or Service Resource that is credited to Customer for a validated Claim. "Service” or “Services" refers to a Azure service provided to Customer pursuant to the Agreement for which an SLA is provided below. "Preview" refers to a preview, beta, or other pre-release version of a service or software offered to obtain customer feedback. "21Vianet" means the 21Vianet entity that appears on Customer's Agreement. "Management Portal" means the web interface, provided by 21Vianet, through which customers may manage the Service. "Incident" means any set of circumstances resulting in a failure to meet a Service Level. "External Connectivity" is bi-directional network traffic over supported protocols such as HTTP and HTTPS that can be sent and received from a public IP address. "Error Code" means an indication that an operation has failed, such as an HTTP status code in the 5xx range. "Customer Support" means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services. "Customer" refers to the organization that has entered into the Agreement. "Claim" means a claim submitted by Customer to 21Vianet pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer. You can review the most current version of this SLA at any time by visiting. We will provide at least 90 days' notice for adverse material changes to this SLA. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. These terms will be fixed for term of your Agreement. If we do not achieve and maintain the Service Levels for each Service as described in this SLA, then you may be eligible for a credit towards a portion of your monthly service fees. We provide financial backing to our commitment to achieve and maintain Service Levels for our Services. This Service Level Agreement for Azure (this “SLA”) is made by 21Vianet in connection with, and is a part of, the agreement under which Customer has purchased Azure Services from 21Vianet (the “Agreement”). We guarantee at least 99.99% of the time customers will have connectivity between their Azure Database for PostgreSQL Server and our Internet gateway.
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