2019年4月1日

1. 引言
世紀互聯在線(xiàn)服務(wù)（以下簡稱“SLA”）的服務(wù)水平協議由世紀互聯根據客戶從世紀互聯購(gòu)買Dynamics 365在線(xiàn)服務(wù)的協議（以下簡稱“協議”）制定，也是其協議的一部分(fēn)。本服務(wù)水平協議适用(yòng)于此處列出的Dynamics 365在線(xiàn)服務(wù)（以下簡稱“服務(wù)”），但不适用(yòng)于與服務(wù)或内部部署軟件一起提供或與服務(wù)相關的單獨品牌服務(wù)。

世紀互聯為(wèi)其承諾提供支持，以達到和保持服務(wù)水平。如果世紀互聯沒有(yǒu)達到或保持服務(wù)水平協議所述的服務(wù)标準，客戶可(kě)能(néng)有(yǒu)權扣除每月服務(wù)費的一部分(fēn)。在用(yòng)戶訂閱初期，世紀互聯不會修改服務(wù)水平協議的條款。如果客戶續訂，本服務(wù)水平協議的修訂版将适用(yòng)于客戶的整個續訂期。關于本服務(wù)水平協議不利材料的變更，世紀互聯将至少提前90天通知。

2. 定義
“世紀互聯”在客戶協議上是指世紀互聯實體(tǐ)。
“适用(yòng)的月服務(wù)費”是指每月由客戶為(wèi)服務(wù)實際支付的總費用(yòng)，适用(yòng)于欠服務(wù)積分(fēn)的月份。
“索賠”是指由客戶向世紀互聯提交的關于本服務(wù)水平協議的索賠，投訴服務(wù)水平未達标準，或服務(wù)積分(fēn)應付給客戶。
“客戶”指參與協議的組織。
“停機時間”是指在一個月時間内，下表中(zhōng)列出的服務(wù)方面不可(kě)用(yòng)的總分(fēn)鍾數，不包括（1）計劃停機時間，以及（2）由第5節中(zhōng)描述的任何例外情況導緻的服務(wù)不可(kě)用(yòng)。

服務(wù)	停機資格
适用(yòng)于客戶服務(wù)企業的Dynamics 365	終端用(yòng)戶無法讀取或寫入本具(jù)有(yǒu)适當讀寫權限的任何服務(wù)數據的任何時間段，但這不包括服務(wù)附加功能(néng)的不可(kě)用(yòng)性。
适用(yòng)于客戶服務(wù)專業人士的Dynamics 365	終端用(yòng)戶不能(néng)讀取或寫入本具(jù)有(yǒu)适當讀寫權限的任何服務(wù)數據的任何時間段，但這不包括服務(wù)附加功能(néng)的不可(kě)用(yòng)性。
适用(yòng)于财務(wù)和運營的Dynamics 365	未過期平台或服務(wù)基礎結構中(zhōng)的故障，導緻終端用(yòng)戶不能(néng)登錄到他(tā)們的活躍租戶上的任何時間段，這些是由Microsoft在自動運行狀況監視和系統日志(zhì)中(zhōng)确定的。停機時間不包括計劃的停機時間，服務(wù)附加功能(néng)不可(kě)用(yòng)，因為(wèi)客戶更改服務(wù)而導緻的無法訪問服務(wù)，或超出規模單位容量的時段。
适用(yòng)于規模企業的Dynamics 365	終端用(yòng)戶不能(néng)讀取或寫入本具(jù)有(yǒu)适當讀寫權限的任何服務(wù)數據的任何時間段，但這不包括服務(wù)附加功能(néng)的不可(kě)用(yòng)性。
适用(yòng)于規模專業人士的Dynamics 365	終端用(yòng)戶不能(néng)讀取或寫入本具(jù)有(yǒu)适當讀寫權限的任何服務(wù)數據的任何時間段，但這不包括服務(wù)附加功能(néng)的不可(kě)用(yòng)性。

“事件”是指導緻停機時間的任何單獨事件，任何一組事件。
“管理(lǐ)門戶”是指由世紀互聯提供的網頁(yè)界面，通過這些界面，客戶可(kě)能(néng)管理(lǐ)服務(wù)。
“預覽”是指為(wèi)獲得客戶反饋而提供的預覽、測試版或其他(tā)預發布版本的服務(wù)。
“計劃停機時間”是指與網絡、硬件、服務(wù)維護或升級相關的停機時段。世紀互聯将在停機開始前至少5天公(gōng)示或通知客戶。
“服務(wù)積分(fēn)”是指在世紀互聯的索賠批準後記入客戶的每月适用(yòng)服務(wù)費的百分(fēn)比。
“服務(wù)水平”是指在服務(wù)水平協議中(zhōng)訂立的，世紀互聯承諾在提供服務(wù)期間滿足的績效指标。
“服務(wù)資源”是指在服務(wù)期間，可(kě)用(yòng)的個人資源。
“支持窗口”是指支持服務(wù)功能(néng)或與一個單獨産(chǎn)品或服務(wù)兼容的時間段。
“用(yòng)戶分(fēn)鍾數”是指一個月内的總分(fēn)鍾數，減去計劃停機時間，乘以總用(yòng)戶數。

3. 每月正常運行時間百分(fēn)比和服務(wù)積分(fēn)
“每月正常運行時間百分(fēn)比”可(kě)以通過下面的公(gōng)式計算：

如果每月正常運行時間百分(fēn)比低于給定月份99.9%，客戶可(kě)能(néng)有(yǒu)資格獲得下表中(zhōng)指定的服務(wù)積分(fēn)。

每月正常運行時間百分(fēn)比	服務(wù)積分(fēn)
< 99.9%	25%
< 99%	50%
< 95%	100%

4. 服務(wù)積分(fēn)索賠

1. 對于世紀互聯考慮索賠，客戶必須在索賠事件發生的月份之後的日曆月月底向世紀互聯客戶支持customer support提交索賠。例如，如果事件發生在2月15日，世紀互聯必須在3月31日之前收到索賠和所有(yǒu)必需信息。客戶必須向世紀互聯的客戶支持提供所有(yǒu)必要的信息，以便世紀互聯驗證索賠，包括但不限于：（1）事件的詳細描述，（2）關于停機時間和持續時長(cháng)的信息，（3）受影響的終端用(yòng)戶的數量和地點（如适用(yòng)），（4）客戶嘗試在事件發生時解決事件的說明。
2. 世紀互聯将合理(lǐ)地運用(yòng)所有(yǒu)的可(kě)用(yòng)信息，來驗證索賠，并确定是否有(yǒu)任何服務(wù)積分(fēn)到期。世紀互聯将在接下來的一個月内或是收到索賠後的第45天運用(yòng)合理(lǐ)的時間來處理(lǐ)索賠。客戶必須遵守本協議，才有(yǒu)資格獲得服務(wù)積分(fēn)。如果确定向客戶支付服務(wù)積分(fēn)，世紀互聯會将服務(wù)積分(fēn)應用(yòng)于客戶每月适用(yòng)的服務(wù)費中(zhōng)。
3. 如果客戶購(gòu)買了多(duō)項服務(wù)，則客戶可(kě)以根據上述流程提交索賠，就好像每項服務(wù)都有(yǒu)其單獨的服務(wù)水平協議一樣。如因同一事件而未滿足特定服務(wù)的多(duō)個服務(wù)級别，則客戶必須隻能(néng)選擇一個基于此事件的服務(wù)級别進行索賠。除非在具(jù)體(tǐ)的服務(wù)水平協議中(zhōng)另有(yǒu)規定，否則每項服務(wù)僅允許在适用(yòng)的月度期間内使用(yòng)一個服務(wù)積分(fēn)。
4. 服務(wù)積分(fēn)是客戶在協議下和本服務(wù)水平協議下的任何服務(wù)的任何性能(néng)問題或可(kě)用(yòng)性問題的唯一且排他(tā)的補救措施。對于任何性能(néng)或可(kě)用(yòng)性問題，客戶不得單方面抵消其适用(yòng)的每月服務(wù)費。
5. 服務(wù)積分(fēn)僅适用(yòng)于為(wèi)未達到服務(wù)級别的特定服務(wù)、服務(wù)資源或服務(wù)層支付的費用(yòng)。如果服務(wù)級别适用(yòng)于單個服務(wù)資源或單獨的服務(wù)層，則服務(wù)積分(fēn)僅适用(yòng)于為(wèi)受影響的服務(wù)資源或服務(wù)層支付的費用(yòng)（如适用(yòng)）。
6. 在任何特定服務(wù)或服務(wù)資源的任何結算月中(zhōng)，服務(wù)積分(fēn)在任何情況下都不能(néng)超過客戶在結算月份中(zhōng)适用(yòng)的該服務(wù)或服務(wù)資源的适用(yòng)月服務(wù)費。
7. 如果客戶購(gòu)買服務(wù)作(zuò)為(wèi)單一要約的一部分(fēn)，則每項服務(wù)适用(yòng)的月服務(wù)費和服務(wù)積分(fēn)将按比例分(fēn)配。如果客戶從經銷商(shāng)那購(gòu)買了服務(wù)，則客戶将直接從經銷商(shāng)那獲得服務(wù)積分(fēn)，經銷商(shāng)将直接從世紀互聯獲得服務(wù)積分(fēn)。服務(wù)積分(fēn)将基于預計的可(kě)适用(yòng)服務(wù)的零售價格，由世紀互聯自行決定。

5. 服務(wù)水平協議除外條款

本服務(wù)水平協議和任何适用(yòng)的服務(wù)水平不适用(yòng)于以下原因導緻的任何性能(néng)或可(kě)用(yòng)性問題：

1. 世紀互聯不可(kě)控的因素（例如自然災害，戰争，恐怖襲擊，暴亂，政府行動，世紀互聯數據中(zhōng)心外部的網絡或設備故障，包括客戶網站，或客戶網站和世紀互聯數據中(zhōng)心之間的故障）；
2. 客戶使用(yòng)世紀互聯未提供的服務(wù)、硬件或軟件作(zuò)為(wèi)服務(wù)的一部分(fēn)而産(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)相關的問題；
3. 客戶使用(yòng)的服務(wù)與世紀互聯服務(wù)的特點和功能(néng)不一緻（例如嘗試進行不受支持的操作(zuò)），或與已發布的文(wén)檔或指南不一緻；
4. 由于錯誤的輸入、指令或參數引起的問題（例如要求訪問不存在的文(wén)件）；
5. 世紀互聯建議用(yòng)戶更改服務(wù)使用(yòng)，而客戶沒有(yǒu)按照建議修改其使用(yòng)而引起的問題；
6. 預覽期間或有(yǒu)關預覽的問題（由世紀互聯确定）；
7. 由客戶未經授權的行為(wèi)或不作(zuò)為(wèi)，或客戶員工(gōng)，代理(lǐ)商(shāng)，承包商(shāng)，或供應商(shāng)，或通過客戶密碼或設備訪問世紀互聯網絡的任何人所引起的問題；
8. 客戶試圖執行超過規定限額的操作(zuò)或涉嫌濫用(yòng)行為(wèi)而引起的操作(zuò)；
9. 由于客戶使用(yòng)windows不支持的服務(wù)而引起的問題；
10. 事件發生時許可(kě)保留但未支付的許可(kě)證。

6. 客戶支持

根據本服務(wù)水平協議提交索賠，請通過以下方式獲得世紀互聯的客戶支持：/Dynamics365/.

7. 服務(wù)具(jù)體(tǐ)條款

本節規定了特定在線(xiàn)服務(wù)的例外情況和附加條款。

Dynamics 365 财務(wù)和運營

附加定義：

“活躍租戶”是指在管理(lǐ)門戶中(zhōng)具(jù)有(yǒu)活躍的高可(kě)用(yòng)性生産(chǎn)拓撲結構的租戶，（A)已部署到合作(zuò)夥伴應用(yòng)程序服務(wù)，且(B)有(yǒu)一個用(yòng)戶可(kě)以登錄的活動數據庫。

“最大可(kě)用(yòng)分(fēn)鍾數”是指一個結算月内，在使用(yòng)高可(kě)用(yòng)性生産(chǎn)拓撲的合作(zuò)夥伴應用(yòng)程序服務(wù)中(zhōng)部署活躍租戶的總累計分(fēn)鍾數。

“合作(zuò)夥伴應用(yòng)程序服務(wù)”是指建立在平台之上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(wù)交易，(B)保留計算和存儲資源等于或大于為(wèi)适用(yòng)的合作(zuò)夥伴應用(yòng)程序選擇的标度單位客戶合作(zuò)夥伴。

“平台”是指服務(wù)的客戶端表單，SQL服務(wù)器報告，批量操作(zuò)和API 端點，或僅用(yòng)于商(shāng)業或零售的零售APIs。

“标度單位”是指向合作(zuò)夥伴應用(yòng)程序服務(wù)添加或删除計算和存儲資源的增量。

“服務(wù)基礎設施”是指世紀互聯提供的與服務(wù)相關的身份驗證、計算和存儲資源。

 

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.

1. 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.

 

2. 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.

 

3. 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.
4. 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.
5. 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.
6. 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.
7. 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:

1. 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);
2. 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;
3. 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;
4. that resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
5. 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;
6. during or with respect to Previews (as determined by 21Vianet);
7. 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;
8. that resulted from Customer’s attempts to perform operations that exceed prescribed quotas or that resulted from throttling of suspected abusive behavior;
9. due to Customer’s use of Service features that are outside of associated Support Windows; or
10. 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:  /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.