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世紀互聯在線服務的服務級别協議(yì)

最近更新：2023 年 2月

1.  簡介。

本世紀互聯在線服務的服務級别協議(yì)（“本服務級别協議(yì)”）由世紀互聯就您的世紀互聯許可協議(yì)（“協議(yì)”）制定，是協議(yì)的一部分。本服務級别協議(yì)适用(yòng)于下(xià)列服務：

· Exchange Online

· Exchange Online Protection

· Microsoft Teams

· Skype for Business Online（以前稱爲 Lync Online）

· Office Web Applications

· SharePoint Online

· Power BI Pro

· Microsoft Intune

爲了(le)達到(dào)并維持我們各項服務的服務級别，我們對(duì)我們的承諾提供支持。如果我們未達到(dào)并維持本服務級别協議(yì)中描述的每一服務的服務級别，那麽您可能(néng)有資格獲得對(duì)您訂購的抵扣。在您訂購的初始期限内，我們不會(huì)修改您的服務級别協議(yì)的條款，但(dàn)是，如果您續期，那麽續期當時(shí)的服務級别協議(yì)的版本将适用(yòng)于您的續期。

2.  定義。

“适用(yòng)的月服務費” 指您在适用(yòng)服務費抵扣的某個月爲一項服務實際支付的總費用(yòng)。

“故障期” 指如下(xià)表格中指明(míng)的某一項服務的相關功能(néng)在一個月中不可使用(yòng)的總分鐘(zhōng)數，不包括(1) 預先安排的故障期；及(2)由于下(xià)述第5(a)條所述的限制導緻服務無法使用(yòng)。

  在線服務 故障期的情況描述
  Exchange Online 終端用(yòng)戶不能(néng)通過 Outlook Web Access 收發郵件的任何時(shí)間段。
  Exchange Online Protection 網絡不能(néng)接收和(hé)處理(lǐ)電子郵件信息的任何時(shí)間段。
Microsoft Teams 終端用(yòng)戶不能(néng)進行實時(shí)消息對(duì)話(huà)或者開(kāi)始在線會(huì)議(yì)的任何時(shí)間段。
  Office Web Applications 用(yòng)戶不能(néng)使用(yòng) Web Application 來(lái)閱讀和(hé)編輯儲存在他(tā)們有權進入的 SharePoint 網站(zhàn)中存儲的任何 Office 文(wén)件的時(shí)間段。
  Skype for Business Online（以前稱爲 Lync Online） 終端用(yòng)戶不能(néng)看(kàn)到(dào)在線狀态、進行實時(shí)消息對(duì)話(huà)或者開(kāi)始在線會(huì)議(yì)的任何時(shí)間段。
  SharePoint Online 用(yòng)戶不能(néng)讀寫他(tā)們有權進入的 SharePoint 網站(zhàn)集的任何部分的時(shí)間段 。
  Power BI Pro 用(yòng)戶無法讀取或寫入他(tā)們具有相應權限的任何部分的 Power BI 數據的任何時(shí)間段。
  Microsoft Intune 客戶的IT管理(lǐ)員或客戶授權的用(yòng)戶無法使用(yòng)正确的憑據登錄的任何時(shí)間段乘以涉及的用(yòng)戶數量再除以用(yòng)戶總數。 對(duì)于 Microsoft Intune，被排除的計(jì)劃内停機時(shí)間在每個日曆年内不會(huì)超過10小(xiǎo)時(shí)。

1 在線會(huì)議(yì)功能(néng)隻适用(yòng)于 Skype for Business Online Plan 2 Service

“事(shì)件” 指導緻故障期的 (1) 任何單獨事(shì)件，或 (2) 任何一系列事(shì)件。

“預先安排的故障期” 指與網絡、硬件或服務的維護或升級有關的故障期間。我們将在該故障期開(kāi)始至少五 (5) 天前發布通知(zhī)或者通知(zhī)您。

“服務” 指的是本服務級别協議(yì)文(wén)首說明(míng)的且由您根據協議(yì)購買的在線服務。

“服務費抵扣” 是在請(qǐng)求獲得批準後您可抵扣的适用(yòng)的月服務費的百分比。我們可能(néng)在您的請(qǐng)求獲得批準後自(zì)行決定通過提供額外(wài)服務時(shí)間的方式提供服務費抵扣。

“服務級别” 指本服務級别協議(yì)中規定的我們同意在交付服務時(shí)達到(dào)的性能(néng)标準，例如，每月可用(yòng)性。

3. 服務級别承諾。

一項服務的“月正常運行時(shí)間百分比”按照下(xià)列公式計(jì)算(suàn)：

pastedGraphic.png

如果某一月的月正常運行時(shí)間百分比低(dī)于 99.9%，您可能(néng)有資格獲得下(xià)列服務費抵扣：

　　月正常運行時(shí)間百分比 　　服務費抵扣
　　 < 99.9% 　　25%
　　 < 99% 　　50%
　　 < 95% 　　100%

4. 服務費抵扣請(qǐng)求。 如果我們的某一項服務未達到(dào)上(shàng)述的月正常運行時(shí)間最小(xiǎo)值，您可以提交一份服務費抵扣請(qǐng)求。

您必須向客服提交一份包含下(xià)列内容的請(qǐng)求：(1) 事(shì)件的一份詳細描述；(2) 關于故障期的持續時(shí)間的信息；(3) 受影響的用(yòng)戶的數量和(hé)位置（若适用(yòng)）；及(4) 在事(shì)件發生時(shí)您試圖解決事(shì)件所做的努力的描述。我們必須在事(shì)件發生當月的下(xià)個日曆月的月底之前收到(dào)請(qǐng)求和(hé)所有要求的信息。例如，如果事(shì)件發生在2月15日，我們必須在3月31日前收到(dào)請(qǐng)求和(hé)所有要求的信息。

我們将評估所有可合理(lǐ)獲得的信息，并就是否給予服務費抵扣作(zuò)出一個善意的判斷。在收到(dào)請(qǐng)求後的下(xià)個月，我們将采取商業上(shàng)合理(lǐ)的努力來(lái)處理(lǐ)請(qǐng)求，且時(shí)間不超過四十五 (45) 天。爲了(le)有資格獲得服務費抵扣，您必須遵守協議(yì)的約定。

5. 限制。

(a) 本服務級别協議(yì)和(hé)任何适用(yòng)的服務級别不适用(yòng)于下(xià)列情形下(xià)的性能(néng)或可用(yòng)性問題：

1. 由在我們控制之外(wài)的因素導緻的；

2. 由您或第三方的服務、硬件或軟件導緻的；

3. 在我們告知(zhī)您更改您對(duì)服務的使用(yòng)後，您沒有按照我們建議(yì)的那樣進行更改，由此在使用(yòng)中導緻的；

4. 在預發布、測試及試用(yòng)服務階段（由我們決定）發生的；

5. 因您未經授權的作(zuò)爲或不作(zuò)爲而導緻的，或者您的雇員、代理(lǐ)、承包商或供應商、或者使用(yòng)您的密碼或設備進入我們網絡的任何人導緻的；

6. 因爲您未遵守任何要求的配置、使用(yòng)支持平台，或者未遵從(cóng)可接受的使用(yòng)方式政策而導緻的；

7. 與在事(shì)件發生時(shí)已保留但(dàn)未付款的許可有關的。

(b) 服務費抵扣是您在協議(yì)及本服務級别協議(yì)項下(xià)針對(duì)任何服務的任何性能(néng)或可使用(yòng)性問題的唯一且排它的補救措施。您不能(néng)單方面地爲任何性能(néng)或可使用(yòng)性問題抵銷您的适用(yòng)的月服務費。

(c) 本服務級别協議(yì)将不适用(yòng)于作(zuò)爲任何服務的一部分在用(yòng)戶場所本地運作(zuò)的許可軟件。

6. 多項服務的購買。 如果您購買了(le)上(shàng)述第1條中列出的一種以上(shàng)的服務（不是作(zuò)爲套件），那麽您可以根據上(shàng)述第 4 條中所述的流程提交請(qǐng)求，如同每一項服務由一份單獨的服務級别協議(yì)涵蓋。比如，如果您購買了(le) Exchange Online 和(hé) SharePoint Online（不是作(zuò)爲套件的組成部分），并且在訂購期間同一個事(shì)件導緻了(le)兩項服務的故障期，那麽，通過提交本服務級别協議(yì)項下(xià)的兩項請(qǐng)求，您可能(néng)有資格獲得兩項單獨的服務費抵扣（每項服務一個）。

7. 多項服務一起購買。如果您購買了(le)作(zuò)爲套件一部分的服務或者其他(tā)單個服務，每一項服務适用(yòng)的月服務費和(hé)服務費抵扣将按比例計(jì)算(suàn)。

8. 特定服務和(hé)項目的除外(wài)條款及附加條款。

(a) Exchange Online、Exchange Online Archiving (EOA)、及 Exchange Online Protection (EOP):

這(zhè)些(xiē)服務沒有預先安排的故障期。

(b) Exchange Online 和(hé) Exchange Online Protection (EOP):

對(duì)于作(zuò)爲一項獨立的服務或通過 ECAL 套件服務或 Exchange Enterprise CAL 服務而許可的 Exchange Online 和(hé) EOP，如果我們未達到(dào)下(xià)述内容的服務級别，您可能(néng)有資格獲得服務費抵扣：(1) 病毒檢測和(hé)攔截，(2) 垃圾郵件識别，或者(3) 誤報(bào)。如果我們沒有達到(dào)任何一項單獨的服務級别，您可以提交服務費抵扣的申請(qǐng)。如果某一個事(shì)件導緻我們未達到(dào) Exchange Online 或 EOP 的多個服務級别協議(yì)标準，則對(duì)每一項服務，您僅可針對(duì)該事(shì)件提交一個服務費抵扣申請(qǐng)。

1. 病毒檢測和(hé)攔截的服務級别

a. “病毒檢測和(hé)攔截” 的定義是，通過過濾裝備對(duì)病毒進行檢測和(hé)攔截，以達到(dào)防止感染病毒的目的。“病毒” 在廣義上(shàng)被定義爲已知(zhī)的惡意軟件，包括病毒、蠕蟲及木(mù)馬。

b. 如果一個 EOP 病毒掃描引擎能(néng)夠檢測到(dào)某一個病毒并且整個 EOP 網絡均具備此檢測能(néng)力，則将該病毒視(shì)爲已知(zhī)病毒。

c. 病毒檢測和(hé)攔截不是因故意感染病毒而發生的。

d. 病毒必須已經被 EOP 病毒過濾器掃描到(dào)。

e. 如果 EOP 向您發送了(le)一份已經感染了(le)已知(zhī)病毒的郵件，EOP 将通知(zhī)您并與您一起甄别和(hé)移除病毒。如果因此阻止了(le)病毒感染，您将無權獲得病毒檢測和(hé)攔截的服務級别項下(xià)的服務費抵扣。

f. 病毒檢測和(hé)攔截的服務級别不适用(yòng)于：

1. 不歸類爲惡意軟件的郵件濫用(yòng)形式，諸如垃圾郵件、網絡釣魚及其他(tā)騙局、廣告軟件及間諜軟件。

2. NDR、通知(zhī)或彈出的郵件中包含的損壞的、有缺失的、截短的、或非活性的病毒。

g. 如果在某一日曆月感染了(le)病毒，則對(duì)于病毒檢測和(hé)攔截服務，可提供的服務費抵扣率爲 25%，每個日曆月最多隻能(néng)申請(qǐng)一次服務費抵扣。

2. 垃圾郵件識别的服務級别

a. “垃圾郵件識别”的定義是：過濾系統每日檢測出的進入郵箱的垃圾郵件的比率。

b. 垃圾郵件識别的估測不包括發送給無效郵箱的誤報(bào)郵件。

c. 垃圾郵件信息必須由我們的服務處理(lǐ)，且并未受到(dào)損壞、變形或被截短。

d. 垃圾郵件識别的服務級别不适用(yòng)于大(dà)部分内容不是英文(wén)的郵件。

e. 您認可垃圾郵件的分類是主觀的，并且認可我們将基于您及時(shí)提供的證據善意地判斷垃圾郵件捕獲率。

f. 垃圾郵件識别服務的服務費抵扣是：

　　垃圾郵件識别率低(dī)于99%的日曆月所占的百分比 　　服務費抵扣
　　> 25% 　　25%
　　> 50% 　　50%
　　100% 　　100%

a. “誤報(bào)” 的定義是，一個日曆月裏被過濾系統錯誤地識别爲垃圾郵件的合法商業郵件在服務處理(lǐ)過的所有郵件中所占的比率。

b. 完整的原信息（包括所有頁眉）必須報(bào)告給錯誤處理(lǐ)團隊。

c. 隻适用(yòng)于發送給有效郵箱的郵件。

d. 您認可誤報(bào)的分類是主觀的，并且理(lǐ)解我們将基于您及時(shí)提供的證據善意地判斷誤報(bào)率。

e. 誤報(bào)服務級别不适用(yòng)于

1. 群發的、個人的或者色情的郵件

2. 大(dà)部分内容不是英文(wén)的郵件

3. 被政策規則、信譽過濾或者 SMTP 連接過濾攔截的郵件

4. 發送到(dào)垃圾郵件夾的郵件

f. 誤報(bào)的服務費抵扣是：

　　一個日曆月中的誤報(bào)率 　　服務費抵扣
　　> 1:250,000 　　25%
　　> 1:10,000 　　50%
　　> 1:100 　　100%

(c) Exchange Online Protection (EOP):

對(duì)于作(zuò)爲一項獨立的服務、ECAL 套件服務、或 Exchange Enterprise CAL 服務而許可的 EOP，如果我們未達到(dào)下(xià)述（1）正常運行時(shí)間和(hé)（2）郵件傳送的服務級别，您可能(néng)有資格獲得服務費抵扣。

1. 月正常運行時(shí)間百分比：

如果當月的 EOP 月正常運行時(shí)間百分比低(dī)于 99.9%，您可能(néng)有資格獲得下(xià)列服務費抵扣：

　　月正常運行時(shí)間百分比 　　服務費抵扣
　　<99.9% 　　25%
　　<99.0% 　　50%
　　<95.0% 　　100%

2.  郵件傳送的服務級别：

a. “郵件傳送時(shí)間” 的定義是，在一個日曆月中以分鐘(zhōng)計(jì)量的平均郵件傳送時(shí)間，郵件傳送時(shí)間是指一個商業郵件從(cóng)進入 EOP 網絡到(dào)第一次成功送達所花(huā)費的時(shí)間。

b. 郵件傳送時(shí)間每 5 分鐘(zhōng)測量和(hé)記錄一次，然後按所花(huā)費的時(shí)間分類。最快(kuài)的 95% 的測量結果用(yòng)于确定該日曆月的平均時(shí)間。

c. 我們使用(yòng)模拟郵件或測試郵件來(lái)測量傳送時(shí)間。

d. 郵件傳送服務級别隻适用(yòng)于發送至有效郵件賬戶的合法商業郵件（非群發郵件）。

e. 本郵件傳送服務級别不适用(yòng)于：

1. 隔離或存檔的郵件的傳送

2. 在延遲隊列中的郵件

3. 阻斷服務攻擊（DoS）

4.  郵件循環

f. 郵件傳送服務的服務費抵扣是：

平均郵件傳送時(shí)間

(定義見上(shàng)文(wén))

 服務費抵扣
　　> 1 　　25%
　　> 4 　　50%
　　> 10 　　100%

 

（d) 關于 Microsoft Intune，服務級别承諾不适用(yòng)于以下(xià)任何産品或服務：（i）作(zuò)爲服務訂閱一部分的本地軟件許可，或（ii）向作(zuò)爲服務訂閱一部分的本地軟件許可提供更新的基于互聯網的服務（不包括Microsoft Intune 服務）。

 

Service Level Agreement for 21Vianet Online Services

Last updated on: Feb.2023

  1.      Introduction.

This Service Level Agreement for 21 Vianet Online Services (this “SLA”) is made by 21Vianet in connection with, and is a part of, your 21Vianet licensing agreement (the “Agreement”).  This SLA applies to the following Services:

  •        Exchange Online
  •        Exchange Online Protection
  •        Microsoft Teams
  •        Skype for Business Online (formerly Lync Online)
  •        Office Web Applications
  •        SharePoint Online
  •        Power BI Pro
  •        Microsoft Intune

We provide backing to our commitment to achieve and maintain the Service Levels for our Services.  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 your subscription. We will not modify the terms of your SLA during the initial term of your subscription; however, if you renew your subscription, then the version of this SLA that is current at the time of renewal will apply for your renewal term.

 

  1.     Definitions.

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

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

Online Service Qualifications of Downtime
Exchange Online Any period of time when end users are unable to send or receive email with Outlook Web Access.
Exchange Online Protection Any period of time when the network is not able to receive and process email messages.
Microsoft Teams Any period of time when end users are unable to conduct instant messaging conversations or initiate online meetings.
Office Web Applications Any period of time when users are unable to use the Web Applications to view and edit any Office document stored on a SharePoint site for which they have appropriate permissions.
Skype for Business Online

(formerly Lync Online)

 Any period of time when end users are unable to see presence status, conduct instant messaging conversations, or initiate online meetings1.
SharePoint Online Any period of time when users are unable to read or write any portion of a SharePoint site collection for which they have appropriate permissions.
Power BI Pro Any period of time when users are unable to read or write any portion of Power BI data to which they have appropriate permissions.
Microsoft Intune Any period of time when the Customer’s IT administrator or users authorized by Customer are unable to log on with proper credentials multiplied by the number of impacted users, divided by the total number of users. For Microsoft Intune, excluded Scheduled Downtime will not exceed 10 hours per calendar year.

1Online meeting functionality applicable only to Skype for Business Online Plan 2 service

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

“Scheduled Downtime” means periods of Downtime related to network, hardware, or Service maintenance or upgrades.

”Service” or Services” refers to the online service(s) indicated at the begining of this SLA and purchased by you pursuant to the Agreement.

“Service Credit” is the percentage of the Applicable Monthly Service Fees credited to you following our claim approval. We may, at our discretion, offer the credit in the form of additional subscription time following our claim approval.

  1.     Service Level Commitment. The “Monthly Uptime Percentage” for a Service is calculated by the following formula:

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If the Monthly Uptime Percentage falls below 99.9% for any given month, you may be eligible for the following Service Credit:

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

 

  1.     Service Credit Claim.

If we fail to meet the minimum Monthly Uptime Percentage described above for a Service, you may submit a claim for a Service Credit.

You must submit a claim to customer support that includes: (i) a detailed description of the Incident; (ii) information regarding the duration of the Downtime; (iii) the number and location(s) of affected users (if applicable); and (iv) descriptions of your attempts to resolve the Incident at the time of occurrence.  We must receive the claim and all required information by the end of the calendar month following the month in which the Incident occurred.  For example, if the Incident occurred on February 15th, we must receive the claim and all required information by March 31st.

We will evaluate all information reasonably available to us and make a good faith judgment on whether a Service Credit is owed.  We will use commercially reasonable efforts to process claims during the subsequent month and within forty five (45) days of receipt.  You must be in compliance with the Agreement in order to be eligible for a Service Credit.

 

  1. Limitations

(a)   This SLA and any applicable Service Levels do not apply to any performance or availability issues:

  1.    Due to factors outside our control;
  2.    That result from your or third party services, hardware, or software;
  3.    Caused by your use of a Service after we advised you to modify your use of a Service, if you did not modify your use as advised;
  4.    During pre-release, beta and trial Services (as determined by us);
  5.    That result from your unauthorized action or inaction or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment;
  6.    That result from your failure to adhere to any required configurations, use supported platforms, and follow any policies for acceptable use; or
  7.    For licenses reserved, but not paid for, at the time of the Incident.

(b)  Service Credits are your sole and exclusive remedy for any performance or availability issues for any Service under the Agreement and this SLA.  You may not unilaterally offset your Applicable Monthly Service Fees for any performance or availability issues.

(c)   This SLA will not apply to any on-premise licensed software that is part of any Service.

 

  1.     Purchase of Multiple Services. If you purchased more than one Service listed in Section 1 above (not as a suite), then you may submit claims pursuant to the process described above in Section 4 as if each Service was covered by an individual SLA.  For example, if you purchased both Exchange Online and SharePoint Online (not as part of a suite), and during the term of the subscription an Incident caused Downtime for both Services, then you could be eligible for two separate Service Credits (one for each Service), by submitting two claims under this SLA.

 

  1.      Purchase of Multiple Services together.  If you purchased Services as part of a suite or other single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be pro-rated.

 

  1.      Exceptions and Additional Terms for Particular Services and Programs.

 

(a)   For Exchange Online, Exchange Online Archiving (EOA), and Exchange Online Protection (EOP):

There is no Scheduled Downtime for these Services.

(b)  For Exchange Online and Exchange Online Protection (EOP):

With respect to Exchange Online and EOP licensed as a standalone Service or via ECAL suite, or Exchange Enterprise CAL with Services, you may be eligible for Service Credits if we do not meet the Service Level described below for:  (1) Virus Detection and Blocking, (2) Spam Effectiveness, or (3) False Positive.  If any one of these individual Service Levels is not met, you may submit a claim for a Service Credit. If one Incident causes us to fail more than one SLA metric for Exchange Online or EOP, you may only make one Service Credit claim for that incident per Service.

  1.       Virus Detection and Blocking Service Level

a.     “Virus Detection and Blocking” is defined as the detection and blocking of Viruses by the filters to prevent infection.  “Viruses” is broadly defined as known malware, which includes viruses, worms, and Trojan horses.

b.    A Virus is considered known when a EOP virus scanning engine can detect the virus and the detection capability is available throughout the EOP network.

c.     Must result from a non-purposeful infection.

d.    The Virus must have been scanned by the EOP virus filter.

e.    If EOP delivers an email that is infected with a known virus to you, EOP will notify you and work with you to identify and remove the virus.  If this results in the prevention of an infection, you will not be eligible for a Service Credit under the Virus Detection and Blocking Service Level.

f.    The Virus Detection and Blocking Service Level shall not apply to:

1.  Forms of email abuse not classified as malware, such as spam, phishing and other scams, adware, and spyware..

2.  Corrupt, defective, truncated, or inactive viruses contained in NDRs, notifications, or bounced emails.

g.    The Service Credit available for the Virus Detection and Blocking Service is: 25% Service Credit of Applicable Monthly Service Fee if an infection occurs in a calendar month, with a maximum of one claim allowed per calendar month.

2.       Spam Effectiveness Service Level

a.    “Spam Effectiveness” is defined as the percentage of inbound spam detected by the filtering system, measured on a daily basis.

b.    Spam effectiveness estimates exclude false negatives to invalid mailboxes.

c.    The spam message must be processed by our service and not be corrupt, malformed, or truncated.

d.    The Spam Effectiveness Service Level does not apply to email containing a majority of non-English content.

e.    You acknowledge that classification of spam is subjective and accept that we will make a good faith estimation of the spam capture rate based on evidence timely supplied by you.

f.    The Service Credit available for the Spam Effectiveness Service is:

% of Calendar Month that Spam Effectiveness is below 99% Service Credit
> 25% 25%
> 50% 50%
100% 100%
  1.       False Positive Service Level

a.    “False Positive” is defined as the ratio of legitimate business email incorrectly identified as spam by the filtering system to all email processed by the service in a calendar month.

b.    Complete, original messages, including all headers, must be reported to the abuse team.

c.    Applies to email sent to valid mailboxes only.

d.    You acknowledge that classification of false positives is subjective and understand that we will make a good faith estimation of the false positive ratio based on evidence timely supplied by you.

e.    This False Positive Service Level shall not apply to:

1.   bulk, personal, or pornographic email

2.   email containing a majority of non-English content

3.   email blocked by a policy rule, reputation filtering, or SMTP connection filtering

4.   email delivered to the junk folder

f.    The Service Credit available for the False Positive Service is:

False Positive Ratio in a Calendar Month Service Credit
> 1:250,000 25%
> 1:10,000 50%
> 1:100 100%

(c)    For Exchange Online Protection (EOP):

With respect to EOP licensed as a standalone Service, ECAL suite, or Exchange Enterprise CAL with Services, you may be eligible for Service Credits if we do not meet the Service Level described below for (1) Uptime and (2) Email Delivery.

  1.       Monthly Uptime Percentage:

If the Monthly Uptime Percentage for EOP falls below 99.9% for any given month, you may be eligible for the following Service Credit:

Monthly Uptime Percentage Service Credit
<99.9% 25%
<99.0% 50%
<95.0% 100%
  1.       Email Delivery Service Level:

a.    “Email Delivery Time” is defined as the average of email delivery times, measured in minutes over a calendar month, where email delivery is defined as the elapsed time from when a business email enters the EOP network to when the first delivery attempt is made.

b.    Email Delivery Time is measured and recorded every 5 minutes, then sorted by elapsed time.  The fastest 95% of measurements are used to create the average for the calendar month.

c.    We use simulated or test emails to measure delivery time.

d.   The Email Delivery Service Level applies only to legitimate business mail (non-bulk email) delivered to valid email accounts.

e.    This Email Delivery Service Level does not apply to:

1.    Delivery of email to quarantine or archive

2.     Email in deferral queues

3.    Denial of service attacks (DoS)

4.    Email loops

f.    The Service Credit available for the Email Delivery Service is:

Average Email Delivery Time

(as defined above)

 Service Credit
> 1 25%
> 4 50%
> 10 100%

(d)  For Microsoft Intune:

With respect to Microsoft Intune, the Service Level Commitment does not apply to any: (i) on-premises software licensed as part of the Service subscription, or (ii) Internet-based services (excluding Microsoft Intune Service) that provide updates to any on-premise software licensed as part of the Service subscription.