2019年4月1日
1. 引言
世紀互聯在線服務（以下簡稱“SLA”）的服務水平協議由世紀互聯根據客戶從世紀互聯購買Dynamics 365在線服務的協議（以下簡稱“協議”）制定，也是其協議的一部分。本服務水平協議適用于此處列出的Dynamics 365在線服務（以下簡稱“服務”），但不適用于與服務或內部部署軟件一起提供或與服務相關的單獨品牌服務。
世紀互聯為其承諾提供支持，以達到和保持服務水平。如果世紀互聯沒有達到或保持服務水平協議所述的服務標準，客戶可能有權扣除每月服務費的一部分。在用戶訂閱初期，世紀互聯不會修改服務水平協議的條款。如果客戶續訂，本服務水平協議的修訂版將適用于客戶的整個續訂期。關于本服務水平協議不利材料的變更，世紀互聯將至少提前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。
“適用的月服務費”是指每月由客戶為服務實際支付的總費用，適用于欠服務積分的月份。
“索賠”是指由客戶向世紀互聯提交的關于本服務水平協議的索賠，投訴服務水平未達標準，或服務積分應付給客戶。
“客戶”指參與協議的組織。
“停機時間”是指在一個月時間內，下表中列出的服務方面不可用的總分鐘數，不包括（1）計劃停機時間，以及（2）由第5節中描述的任何例外情況導致的服務不可用。
| 服務 | 停機資格 |
| 適用于客戶服務企業的Dynamics 365 | 終端用戶無法讀取或寫入本具有適當讀寫權限的任何服務數據的任何時間段，但這不包括服務附加功能的不可用性。 |
| 適用于客戶服務專業人士的Dynamics 365 | 終端用戶不能讀取或寫入本具有適當讀寫權限的任何服務數據的任何時間段，但這不包括服務附加功能的不可用性。 |
| 適用于財務和運營的Dynamics 365 | 未過期平臺或服務基礎結構中的故障，導致終端用戶不能登錄到他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中確定的。停機時間不包括計劃的停機時間，服務附加功能不可用，因為客戶更改服務而導致的無法訪問服務，或超出規模單位容量的時段。 |
| 適用于規模企業的Dynamics 365 | 終端用戶不能讀取或寫入本具有適當讀寫權限的任何服務數據的任何時間段，但這不包括服務附加功能的不可用性。 |
| 適用于規模專業人士的Dynamics 365 | 終端用戶不能讀取或寫入本具有適當讀寫權限的任何服務數據的任何時間段，但這不包括服務附加功能的不可用性。 |
“事件”是指導致停機時間的任何單獨事件，任何一組事件。
“管理門戶”是指由世紀互聯提供的網頁界面，通過這些界面，客戶可能管理服務。
“預覽”是指為獲得客戶反饋而提供的預覽、測試版或其他預發布版本的服務。
“計劃停機時間”是指與網絡、硬件、服務維護或升級相關的停機時段。世紀互聯將在停機開始前至少5天公示或通知客戶。
“服務積分”是指在世紀互聯的索賠批準后記入客戶的每月適用服務費的百分比。
“服務水平”是指在服務水平協議中訂立的，世紀互聯承諾在提供服務期間滿足的績效指標。
“服務資源”是指在服務期間，可用的個人資源。
“支持窗口”是指支持服務功能或與一個單獨產品或服務兼容的時間段。
“用戶分鐘數”是指一個月內的總分鐘數，減去計劃停機時間，乘以總用戶數。
3. 每月正常運行時間百分比和服務積分
“每月正常運行時間百分比”可以通過下面的公式計算：
如果每月正常運行時間百分比低于給定月份99.9%，客戶可能有資格獲得下表中指定的服務積分。
| 每月正常運行時間百分比 | 服務積分 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4. 服務積分索賠
- 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后的日歷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，包括但不限于：（1）事件的詳細描述，（2）關于停機時間和持續時長的信息，（3）受影響的終端用戶的數量和地點（如適用），（4）客戶嘗試在事件發生時解決事件的說明。
- 世紀互聯將合理地運用所有的可用信息，來驗證索賠，并確定是否有任何服務積分到期。世紀互聯將在接下來的一個月內或是收到索賠后的第45天運用合理的時間來處理索賠。客戶必須遵守本協議，才有資格獲得服務積分。如果確定向客戶支付服務積分，世紀互聯會將服務積分應用于客戶每月適用的服務費中。
- 如果客戶購買了多項服務，則客戶可以根據上述流程提交索賠，就好像每項服務都有其單獨的服務水平協議一樣。如因同一事件而未滿足特定服務的多個服務級別，則客戶必須只能選擇一個基于此事件的服務級別進行索賠。除非在具體的服務水平協議中另有規定，否則每項服務僅允許在適用的月度期間內使用一個服務積分。
- 服務積分是客戶在協議下和本服務水平協議下的任何服務的任何性能問題或可用性問題的唯一且排他的補救措施。對于任何性能或可用性問題，客戶不得單方面抵消其適用的每月服務費。
- 服務積分僅適用于為未達到服務級別的特定服務、服務資源或服務層支付的費用。如果服務級別適用于單個服務資源或單獨的服務層，則服務積分僅適用于為受影響的服務資源或服務層支付的費用（如適用）。
- 在任何特定服務或服務資源的任何結算月中，服務積分在任何情況下都不能超過客戶在結算月份中適用的該服務或服務資源的適用月服務費。
- 如果客戶購買服務作為單一要約的一部分，則每項服務適用的月服務費和服務積分將按比例分配。如果客戶從經銷商那購買了服務，則客戶將直接從經銷商那獲得服務積分，經銷商將直接從世紀互聯獲得服務積分。服務積分將基于預計的可適用服務的零售價格，由世紀互聯自行決定。
5. 服務水平協議除外條款
本服務水平協議和任何適用的服務水平不適用于以下原因導致的任何性能或可用性問題：
- 世紀互聯不可控的因素（例如自然災害，戰爭，恐怖襲擊，暴亂，政府行動，世紀互聯數據中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心之間的故障）；
- 客戶使用世紀互聯未提供的服務、硬件或軟件作為服務的一部分而產生的問題，包括但不限于帶寬不足或與第三方軟件或服務相關的問題；
- 客戶使用的服務與世紀互聯服務的特點和功能不一致（例如嘗試進行不受支持的操作），或與已發布的文檔或指南不一致；
- 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件）；
- 世紀互聯建議用戶更改服務使用，而客戶沒有按照建議修改其使用而引起的問題；
- 預覽期間或有關預覽的問題（由世紀互聯確定）；
- 由客戶未經授權的行為或不作為，或客戶員工，代理商，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所引起的問題；
- 客戶試圖執行超過規定限額的操作或涉嫌濫用行為而引起的操作；
- 由于客戶使用windows不支持的服務而引起的問題；
- 事件發生時許可保留但未支付的許可證。
6. 客戶支持
根據本服務水平協議提交索賠，請通過以下方式獲得世紀互聯的客戶支持：http://www.feifeizhu.com/Dynamics365/.
7. 服務具體條款
本節規定了特定在線服務的例外情況和附加條款。
Dynamics 365 財務和運營
附加定義：
“活躍租戶”是指在管理門戶中具有活躍的高可用性生產拓撲結構的租戶，（A)已部署到合作伙伴應用程序服務，且(B)有一個用戶可以登錄的活動數據庫。
“最大可用分鐘數”是指一個結算月內，在使用高可用性生產拓撲的合作伙伴應用程序服務中部署活躍租戶的總累計分鐘數。
“合作伙伴應用程序服務”是指建立在平臺之上并與平臺連接在一起的合作伙伴應用程序，（A)用于處理客戶的實際業務交易，(B)保留計算和存儲資源等于或大于為適用的合作伙伴應用程序選擇的標度單位客戶合作伙伴。
“平臺”是指服務的客戶端表單，SQL服務器報告，批量操作和API 端點，或僅用于商業或零售的零售APIs。
“標度單位”是指向合作伙伴應用程序服務添加或刪除計算和存儲資源的增量。
“服務基礎設施”是指世紀互聯提供的與服務相關的身份驗證、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.
- 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.
- 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, 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 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.
5. SLA Exclusions.
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;
- 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;
- that resulted from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- 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);
- 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 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.
6. Customer Support.
To submit a Claim under this SLA, contact 21Vianet’s customer support at: ?http://www.feifeizhu.com/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.