世紀互聯運營的在線(xiàn)服務(wù)的服務(wù)級别協議

2020年6月1日

1. 引言

世紀互聯在線(xiàn)服務(wù)的服務(wù)級别協議（以下簡稱“SLA”），作(zuò)為(wèi)其協議的一部分(fēn)，由世紀互聯根據客戶從世紀互聯購(gòu)買在線(xiàn)服務(wù)的協議（以下簡稱“協議”）制定。本服務(wù)級别協議适用(yòng)于此處列出的在線(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)級别。如果世紀互聯未能(néng)達到和保持服務(wù)級别協議所述的服務(wù)級别，客戶有(yǒu)資格獲得月度服務(wù)費用(yòng)的部分(fēn)服務(wù)費抵扣。在用(yòng)戶的協議期間，世紀互聯不會修改服務(wù)級别協議的條款。如果客戶續訂，本服務(wù)級别協議的修訂版将适用(yòng)于客戶的整個續訂期。如果對本服務(wù)級别協議有(yǒu)任何重大不利變更，世紀互聯将至少提前九十（90）天通知。客戶随時可(kě)訪問以下鏈接來查看本服務(wù)級别協議的最新(xīn)版本：/ostpt/。

2. 一般條款

定義

“世紀互聯”在客戶協議上是指世紀互聯實體(tǐ)。

“适用(yòng)的月周期”是指對于一個适用(yòng)服務(wù)費抵扣的日曆月，客戶成為(wèi)服務(wù)訂閱者的天數。

“适用(yòng)的月服務(wù)費”是指客戶在适用(yòng)服務(wù)費抵扣的某個月為(wèi)一項服務(wù)實際支付的總費用(yòng)。

“索賠”指客戶根據本服務(wù)級别協議向世紀互聯提交的、有(yǒu)關尚未達到某個服務(wù)級别以及客戶可(kě)獲得的服務(wù)費抵扣的索賠。

“客戶”指簽訂本協議的機構。

“停機時間”是為(wèi)下面“服務(wù)具(jù)體(tǐ)條款”中(zhōng)的每項服務(wù)定義的。停機時間不包括（1）計劃停機時間，以及（2）由下文(wén)和“服務(wù)具(jù)體(tǐ)條款”中(zhōng)描述的任何限制情況導緻的服務(wù)不可(kě)用(yòng)。

“事件”是指導緻停機時間的 (1) 任何單獨事件或 (2) 任何一組事件。

“管理(lǐ)門戶”指由世紀互聯提供的 web 界面，客戶可(kě)以通過該界面來管理(lǐ)服務(wù)。

“預覽”指提供用(yòng)來獲得客戶反饋的服務(wù)或軟件的預覽版、測試版或其他(tā)預發行版。

“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五（5）天公(gōng)示或通知客戶。

“服務(wù)費抵扣”表示針對受影響的服務(wù)或服務(wù)資源的已經證實的服務(wù)索賠，返還給客戶的月度服務(wù)費用(yòng)的百分(fēn)比。

“服務(wù)級别”是指在服務(wù)級别協議中(zhōng)訂立的，世紀互聯承諾在提供服務(wù)期間提供的服務(wù)标準。

“服務(wù)資源”指某個服務(wù)内可(kě)供使用(yòng)的單獨資源。

“支持時段”是指支持服務(wù)功能(néng)或與者一個單獨産(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。

條款

索賠

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）受影響的用(yòng)戶的數量和地點（如适用(yòng)），（4）客戶嘗試解決該事件所做出的任何努力的說明。
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，并确定是否就适用(yòng)服務(wù)費抵扣做出決定。世紀互聯将在接下來的一個月内，使用(yòng)商(shāng)業上合理(lǐ)措施來處理(lǐ)索賠，且時間不超過收到索賠後的四十五（45）天。客戶必須遵守本協議，才有(yǒu)資格獲得服務(wù)費抵扣。如果确定客戶适用(yòng)服務(wù)費抵扣，世紀互聯會将服務(wù)費抵扣應用(yòng)于客戶适用(yòng)的月服務(wù)費中(zhōng)。
如果客戶購(gòu)買了多(duō)項服務(wù)（不是以套件的形式），則客戶可(kě)以根據上述流程提交索賠，如同每項服務(wù)都有(yǒu)其單獨的服務(wù)級别協議一樣。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)選擇基于此事件的一個服務(wù)級别進行索賠。除非在具(jù)體(tǐ)的服務(wù)級别協議中(zhōng)另有(yǒu)規定，否則每項服務(wù)僅允許在适用(yòng)的月周期内使用(yòng)一個服務(wù)費抵扣。

服務(wù)費抵扣

服務(wù)費抵扣是客戶在協議和本服務(wù)級别協議下的任何服務(wù)的任何性能(néng)或可(kě)用(yòng)性問題的唯一且排他(tā)的救濟。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)的月服務(wù)費。

服務(wù)費抵扣僅适用(yòng)于為(wèi)未達到服務(wù)級别要求的特定服務(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)費抵扣僅适用(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)）。
在特定服務(wù)或服務(wù)資源的任何結算月中(zhōng)，服務(wù)費抵扣在任何情況下都不能(néng)超過客戶在該結算月内用(yòng)于該服務(wù)或服務(wù)資源（如适用(yòng)）的月服務(wù)費。
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)費抵扣将按比例計算。如果客戶從經銷商(shāng)處購(gòu)買了服務(wù)，則客戶将直接從經銷商(shāng)處獲得服務(wù)費抵扣，經銷商(shāng)将直接從世紀互聯獲得服務(wù)費抵扣。服務(wù)費抵扣将基于适用(yòng)服務(wù)的估計零售價格，此價格由世紀互聯自行決定。

限制

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

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(zhōng)心之間的故障）；
客戶使用(yòng)不是由世紀互聯提供的服務(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；
當客戶的網絡連接明顯依賴于單個世紀互聯數據中(zhōng)心位置，而無法根據不同的地理(lǐ)位置靈活調整時，由該數據中(zhōng)心位置導緻的問題；
世紀互聯建議客戶更改服務(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；
預覽期間或有(yǒu)關預覽的問題（由世紀互聯确定）；
客戶使用(yòng)的服務(wù)與世紀互聯服務(wù)的特征和功能(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(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未經授權的行為(wèi)或不作(zuò)為(wèi)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)行為(wèi)而引起的操作(zuò)；
客戶使用(yòng)的服務(wù)功能(néng)超出了相關支持時段的範圍；或者
在事件發生時預定了許可(kě)，但尚未支付。

3. 服務(wù)具(jù)體(tǐ)條款

Microsoft Dynamics 365

Dynamics 365 Customer Service Enterprise；Dynamics 365 Customer Service Professional

停機時間：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，但不包括服務(wù)附加功能(néng)的不可(kě)用(yòng)的時間。

每月正常運行時間百分(fēn)比：“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：

停機時間以用(yòng)戶分(fēn)鍾數為(wèi)單位；即，在每個月份，停機時間為(wèi)該月發生的每個事件的時長(cháng)總和（分(fēn)鍾數）乘以受該事件影響的用(yòng)戶數。

服務(wù)費抵扣:

每月正常運行時間百分(fēn)比	服務(wù)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)門戶中(zhōng)具(jù)有(yǒu)活躍的高可(kě)用(yòng)性生産(chǎn)拓撲的租戶，且管理(lǐ)門戶具(jù)有(yǒu)以下特征：（A）已部署到合作(zuò)夥伴應用(yòng)服務(wù)，且（B）包含用(yòng)戶可(kě)以登錄的活躍數據庫。

“合作(zuò)夥伴應用(yòng)服務(wù)”是指建立在具(jù)有(yǒu)以下特征的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）預留了計算和存儲資源，其等于或大于合作(zuò)夥伴為(wèi)适用(yòng)的合作(zuò)夥伴應用(yòng)程序選擇的其中(zhōng)一個标度單位。

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

“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)業或零售目的服務(wù)零售 APIs。

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

“服務(wù)基礎結構”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。

停機時間：由于未到期平台或服務(wù)基礎結構中(zhōng)的故障，世紀互聯根據自動運行狀況監視和系統日志(zhì)确定的終端用(yòng)戶不能(néng)登錄到他(tā)們的活躍租戶上的任何時間段。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)的時間，因為(wèi)客戶更改服務(wù)而導緻無法訪問服務(wù)的時間，或超出标度單位容量的時間段。

每月正常運行時間百分(fēn)比：給定活躍租戶在一個日曆月中(zhōng)的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：

服務(wù)費抵扣：

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

Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional

停機時間：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)的時間。

每月正常運行時間百分(fēn)比：“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：

服務(wù)費抵扣：

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

Microsoft Power Automate

停機時間：用(yòng)戶的數據流與世紀互聯Internet網關沒有(yǒu)連接的任何時間段。

每月正常運行時間百分(fēn)比：“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：

服務(wù)費抵扣：

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

服務(wù)級别協議排除項：沒有(yǒu)為(wèi) Microsoft Power Automate 的任何免費層級提供服務(wù)級别協議。

Microsoft Power Apps

停機時間：用(yòng)戶無法讀取或寫入 Microsoft Power Apps 中(zhōng)本具(jù)有(yǒu)适當讀寫權限的任何數據部分(fēn)的任何時間段。

每月正常運行時間百分(fēn)比：“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：

服務(wù)費抵扣：

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

服務(wù)級别協議排除項：沒有(yǒu)為(wèi) Microsoft Power Apps 的任何免費層級提供服務(wù)級别協議。

Power BI Premium

“容量”是指管理(lǐ)員通過 Power BI Premium 容量管理(lǐ)門戶配置的指定容量。容量是一個或多(duō)個節點組成的一個分(fēn)組。

“最大可(kě)用(yòng)分(fēn)鍾數”是指在一個結算月内，在指定租戶中(zhōng)實例化指定容量的分(fēn)鍾總數。

停機時間：在一個指定容量的結算月内，指定容量不可(kě)用(yòng)的累積分(fēn)鍾數。如果由于系統錯誤，在某一分(fēn)鍾内查看 Power BI 報告或儀表盤的所有(yǒu)嘗試均失敗，則視為(wèi)指定容量在這一分(fēn)鍾内不可(kě)用(yòng)。

每月正常運行時間百分(fēn)比：“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：

服務(wù)費抵扣：

每月正常運行時間百分(fēn)比	服務(wù)費抵扣
< 99.9%	10%
< 99%	25%

Power BI Pro

停機時間：用(yòng)戶無法讀取或寫入本具(jù)有(yǒu)适當權限的任何 Power BI 數據部分(fēn)的任何時間段。

每月正常運行時間百分(fēn)比：“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：

服務(wù)費抵扣：

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

4.客戶支持

根據本服務(wù)級别協議提交索賠，請通過以下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:

Service Credit:

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

Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional

Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:

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:

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:

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:

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:

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/.

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