1. 引言
世紀互聯在線服務的服務級别協議(yì)（以下(xià)簡稱“SLA”），作(zuò)爲其協議(yì)的一部分，由世紀互聯根據客戶從(cóng)世紀互聯購買在線服務的協議(yì)（以下(xià)簡稱“協議(yì)”）制定。本服務級别協議(yì)适用(yòng)于此處列出的在線服務（以下(xià)簡稱“服務”），但(dàn)不适用(yòng)于與服務或内部部署軟件一起提供或與服務相關的單獨品牌服務。
世紀互聯爲其承諾提供支持，以達到(dào)和(hé)保持服務級别。如果世紀互聯未能(néng)達到(dào)和(hé)保持服務級别協議(yì)所述的服務級别，客戶有資格獲得月度服務費用(yòng)的部分服務費抵扣。在用(yòng)戶的協議(yì)期間，世紀互聯不會(huì)修改服務級别協議(yì)的條款。如果客戶續訂，本服務級别協議(yì)的修訂版将适用(yòng)于客戶的整個續訂期。如果對(duì)本服務級别協議(yì)有任何重大(dà)不利變更，世紀互聯将至少提前九十（90）天通知(zhī)。客戶随時(shí)可訪問以下(xià)鏈接來(lái)查看(kàn)本服務級别協議(yì)的最新版本：/ostpt/。
2. 一般條款
定義
“世紀互聯”在客戶協議(yì)上(shàng)是指世紀互聯實體。
“适用(yòng)的月周期”是指對(duì)于一個适用(yòng)服務費抵扣的日曆月，客戶成爲服務訂閱者的天數。
“适用(yòng)的月服務費”是指客戶在适用(yòng)服務費抵扣的某個月爲一項服務實際支付的總費用(yòng)。
“索賠”指客戶根據本服務級别協議(yì)向世紀互聯提交的、有關尚未達到(dào)某個服務級别以及客戶可獲得的服務費抵扣的索賠。
“客戶”指簽訂本協議(yì)的機構。
“停機時(shí)間”是爲下(xià)面“服務具體條款”中的每項服務定義的。停機時(shí)間不包括（1）計(jì)劃停機時(shí)間，以及（2）由下(xià)文(wén)和(hé)“服務具體條款”中描述的任何限制情況導緻的服務不可用(yòng)。
“事(shì)件”是指導緻停機時(shí)間的 (1) 任何單獨事(shì)件或 (2) 任何一組事(shì)件。
“管理(lǐ)門(mén)戶”指由世紀互聯提供的 web 界面，客戶可以通過該界面來(lái)管理(lǐ)服務。
“預覽”指提供用(yòng)來(lái)獲得客戶反饋的服務或軟件的預覽版、測試版或其他(tā)預發行版。
“計(jì)劃停機時(shí)間”是指與網絡、硬件、服務維護或升級相關的停機時(shí)段。世紀互聯将在停機開(kāi)始前至少五（5）天公示或通知(zhī)客戶。
“服務費抵扣”表示針對(duì)受影響的服務或服務資源的已經證實的服務索賠，返還給客戶的月度服務費用(yòng)的百分比。
“服務級别”是指在服務級别協議(yì)中訂立的，世紀互聯承諾在提供服務期間提供的服務标準。
“服務資源”指某個服務内可供使用(yòng)的單獨資源。
“支持時(shí)段”是指支持服務功能(néng)或與者一個單獨産品或服務兼容的時(shí)間段。
“用(yòng)戶分鐘(zhōng)數”是指一個月内的總分鐘(zhōng)數，減去計(jì)劃停機時(shí)間，乘以總用(yòng)戶數。
條款
索賠
- 對(duì)于世紀互聯考慮索賠，客戶必須在索賠事(shì)件發生的月份之後的日曆月月底向世紀互聯客戶支持提交索賠。例如，如果事(shì)件發生在 2 月 15 日，世紀互聯必須在 3 月 31 日之前收到(dào)索賠和(hé)所有必需信息。客戶必須向世紀互聯的客戶支持提供所有必要的信息，以便世紀互聯驗證索賠，包括但(dàn)不限于：（1）事(shì)件的詳細描述，（2）關于停機時(shí)間和(hé)持續時(shí)長的信息，（3）受影響的用(yòng)戶的數量和(hé)地點（如适用(yòng)），（4）客戶嘗試解決該事(shì)件所做出的任何努力的說明(míng)。
- 世紀互聯将合理(lǐ)地運用(yòng)所有的可用(yòng)信息來(lái)驗證索賠，并确定是否就适用(yòng)服務費抵扣做出決定。世紀互聯将在接下(xià)來(lái)的一個月内，使用(yòng)商業上(shàng)合理(lǐ)措施來(lái)處理(lǐ)索賠，且時(shí)間不超過收到(dào)索賠後的四十五（45）天。客戶必須遵守本協議(yì)，才有資格獲得服務費抵扣。如果确定客戶适用(yòng)服務費抵扣，世紀互聯會(huì)将服務費抵扣應用(yòng)于客戶适用(yòng)的月服務費中。
- 如果客戶購買了(le)多項服務（不是以套件的形式），則客戶可以根據上(shàng)述流程提交索賠，如同每項服務都有其單獨的服務級别協議(yì)一樣。如因同一事(shì)件而未滿足特定服務的多個服務級别，則客戶必須隻能(néng)選擇基于此事(shì)件的一個服務級别進行索賠。除非在具體的服務級别協議(yì)中另有規定，否則每項服務僅允許在适用(yòng)的月周期内使用(yòng)一個服務費抵扣。
服務費抵扣
- 服務費抵扣是客戶在協議(yì)和(hé)本服務級别協議(yì)下(xià)的任何服務的任何性能(néng)或可用(yòng)性問題的唯一且排他(tā)的救濟。對(duì)于任何性能(néng)或可用(yòng)性問題，客戶不得單方面抵消其适用(yòng)的月服務費。
- 服務費抵扣僅适用(yòng)于爲未達到(dào)服務級别要求的特定服務、服務資源或服務層支付的費用(yòng)。如果服務級别适用(yòng)于單個服務資源或單獨的服務層，則服務費抵扣僅适用(yòng)于爲受影響的服務資源或服務層支付的費用(yòng)（如适用(yòng)）。
- 在特定服務或服務資源的任何結算(suàn)月中，服務費抵扣在任何情況下(xià)都不能(néng)超過客戶在該結算(suàn)月内用(yòng)于該服務或服務資源（如适用(yòng)）的月服務費。
- 如果客戶購買服務作(zuò)爲單一要約的一部分，則每項服務适用(yòng)的月服務費和(hé)服務費抵扣将按比例計(jì)算(suàn)。如果客戶從(cóng)經銷商處購買了(le)服務，則客戶将直接從(cóng)經銷商處獲得服務費抵扣，經銷商将直接從(cóng)世紀互聯獲得服務費抵扣。服務費抵扣将基于适用(yòng)服務的估計(jì)零售價格，此價格由世紀互聯自(zì)行決定。
限制
本服務級别協議(yì)和(hé)任何适用(yòng)的服務級别不适用(yòng)于以下(xià)原因導緻的任何性能(néng)或可用(yòng)性問題：
- 世紀互聯不可控的因素（例如自(zì)然災害，戰争，恐怖襲擊，暴亂，政府行動，世紀互聯數據中心外(wài)部的網絡或設備故障，包括客戶的工(gōng)作(zuò)場所，或客戶的工(gōng)作(zuò)場所與世紀互聯數據中心之間的故障）；
- 客戶使用(yòng)不是由世紀互聯提供的服務、硬件或軟件作(zuò)爲服務的一部分而産生的問題，包括但(dàn)不限于帶寬不足或與第三方軟件或服務相關的問題；
- 當客戶的網絡連接明(míng)顯依賴于單個世紀互聯數據中心位置，而無法根據不同的地理(lǐ)位置靈活調整時(shí)，由該數據中心位置導緻的問題；
- 世紀互聯建議(yì)客戶更改服務使用(yòng)，而客戶沒有按照建議(yì)修改其使用(yòng)而引起的問題；
- 預覽期間或有關預覽的問題（由世紀互聯确定）；
- 客戶使用(yòng)的服務與世紀互聯服務的特征和(hé)功能(néng)不一緻（例如嘗試執行不受支持的操作(zuò)），或與已發布的文(wén)檔或指南不一緻；
- 由客戶或客戶員工(gōng)、代理(lǐ)商、承包商，或供應商，或通過客戶密碼或設備訪問世紀互聯網絡的任何人未經授權的行爲或不作(zuò)爲所引起的問題；
- 由于錯誤的輸入、指令或參數引起的問題（例如請(qǐng)求訪問不存在的文(wén)件）；
- 客戶試圖執行超過規定限額的操作(zuò)或涉嫌濫用(yòng)行爲而引起的操作(zuò)；
- 客戶使用(yòng)的服務功能(néng)超出了(le)相關支持時(shí)段的範圍；或者
- 在事(shì)件發生時(shí)預定了(le)許可，但(dàn)尚未支付。
3. 服務具體條款
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise；Dynamics 365 Customer Service Professional
停機時(shí)間：終端用(yòng)戶無法讀取或寫入本具有适當讀寫權限的任何服務數據的任何時(shí)間段，但(dàn)不包括服務附加功能(néng)的不可用(yòng)的時(shí)間。
每月正常運行時(shí)間百分比：“每月正常運行時(shí)間百分比”可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣:
| 每月正常運行時(shí)間百分比 | 服務費抵扣 |
| < 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(lǐ)門(mén)戶中具有活躍的高(gāo)可用(yòng)性生産拓撲的租戶，且管理(lǐ)門(mén)戶具有以下(xià)特征：（A）已部署到(dào)合作(zuò)夥伴應用(yòng)服務，且（B）包含用(yòng)戶可以登錄的活躍數據庫。
“合作(zuò)夥伴應用(yòng)服務”是指建立在具有以下(xià)特征的平台之上(shàng)并與平台連接在一起的合作(zuò)夥伴應用(yòng)程序：（A）用(yòng)于處理(lǐ)客戶的實際業務交易，（B）預留了(le)計(jì)算(suàn)和(hé)存儲資源，其等于或大(dà)于合作(zuò)夥伴爲适用(yòng)的合作(zuò)夥伴應用(yòng)程序選擇的其中一個标度單位。
“最大(dà)可用(yòng)分鐘(zhōng)數”是指一個結算(suàn)月内，系統使用(yòng)活躍的高(gāo)可用(yòng)性生産拓撲在合作(zuò)夥伴應用(yòng)服務中部署活躍租戶的總累計(jì)分鐘(zhōng)數。
“平台”是指服務的客戶端表單，SQL 服務器報(bào)告，批量操作(zuò)和(hé) API 端點，或僅用(yòng)于商業或零售目的服務零售 APIs。
“标度單位”是指向合作(zuò)夥伴應用(yòng)服務中添加或删除計(jì)算(suàn)和(hé)存儲資源的增量。
“服務基礎結構”是指世紀互聯提供的與服務相關的身份驗證、計(jì)算(suàn)和(hé)存儲資源。
停機時(shí)間：由于未到(dào)期平台或服務基礎結構中的故障，世紀互聯根據自(zì)動運行狀況監視(shì)和(hé)系統日志确定的終端用(yòng)戶不能(néng)登錄到(dào)他(tā)們的活躍租戶上(shàng)的任何時(shí)間段。停機時(shí)間不包括計(jì)劃的停機時(shí)間，服務附加功能(néng)不可用(yòng)的時(shí)間，因爲客戶更改服務而導緻無法訪問服務的時(shí)間，或超出标度單位容量的時(shí)間段。
每月正常運行時(shí)間百分比：給定活躍租戶在一個日曆月中的每月正常運行時(shí)間百分比可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣：
| 每月正常運行時(shí)間百分比 |
服務費抵扣 |
|
< 99.9% |
25% |
|
< 99% |
50% |
|
< 95% |
100% |
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional
停機時(shí)間：終端用(yòng)戶無法讀取或寫入本具有适當讀寫權限的任何服務數據的任何時(shí)間段，但(dàn)這(zhè)不包括服務附加功能(néng)的不可用(yòng)的時(shí)間。
每月正常運行時(shí)間百分比：“每月正常運行時(shí)間百分比”可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣：
| 每月正常運行時(shí)間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Microsoft Power Automate
停機時(shí)間：用(yòng)戶的數據流與世紀互聯Internet網關沒有連接的任何時(shí)間段。
每月正常運行時(shí)間百分比：“每月正常運行時(shí)間百分比”可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣：
| 每月正常運行時(shí)間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
服務級别協議(yì)排除項：沒有爲 Microsoft Power Automate 的任何免費層級提供服務級别協議(yì)。
Microsoft Power Apps
停機時(shí)間：用(yòng)戶無法讀取或寫入 Microsoft Power Apps 中本具有适當讀寫權限的任何數據部分的任何時(shí)間段。
每月正常運行時(shí)間百分比：“每月正常運行時(shí)間百分比”可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣：
| 每月正常運行時(shí)間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
服務級别協議(yì)排除項：沒有爲 Microsoft Power Apps 的任何免費層級提供服務級别協議(yì)。
Power BI Premium
“容量”是指管理(lǐ)員通過 Power BI Premium 容量管理(lǐ)門(mén)戶配置的指定容量。容量是一個或多個節點組成的一個分組。
“最大(dà)可用(yòng)分鐘(zhōng)數”是指在一個結算(suàn)月内，在指定租戶中實例化指定容量的分鐘(zhōng)總數。
停機時(shí)間：在一個指定容量的結算(suàn)月内，指定容量不可用(yòng)的累積分鐘(zhōng)數。如果由于系統錯誤，在某一分鐘(zhōng)内查看(kàn) Power BI 報(bào)告或儀表盤的所有嘗試均失敗，則視(shì)爲指定容量在這(zhè)一分鐘(zhōng)内不可用(yòng)。
每月正常運行時(shí)間百分比：“每月正常運行時(shí)間百分比”可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣：
| 每月正常運行時(shí)間百分比 | 服務費抵扣 |
| < 99.9% | 10% |
| < 99% | 25% |
Power BI Pro
停機時(shí)間：用(yòng)戶無法讀取或寫入本具有适當權限的任何 Power BI 數據部分的任何時(shí)間段。
每月正常運行時(shí)間百分比：“每月正常運行時(shí)間百分比”可以通過下(xià)面的公式計(jì)算(suàn)：
停機時(shí)間以用(yòng)戶分鐘(zhōng)數爲單位；即，在每個月份，停機時(shí)間爲該月發生的每個事(shì)件的時(shí)長總和(hé)（分鐘(zhōng)數）乘以受該事(shì)件影響的用(yòng)戶數。
服務費抵扣：
| 每月正常運行時(shí)間百分比 | 服務費抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4.客戶支持
根據本服務級别協議(yì)提交索賠，請(qǐng)通過以下(xià)方式聯系世紀互聯的客戶支持：
- Dynamics 365：/Dynamics365/；或
- Power Platform：/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: /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: /Dynamics365/; or
- Power Platform: /Powerplatform/.