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世紀互聯(lián)在線服務的服務級別協(xié)議

最近更新：2023 年 2月

1. ?簡介。

本世紀互聯(lián)在線服務的服務級別協(xié)議（“本服務級別協(xié)議”）由世紀互聯(lián)就您的世紀互聯(lián)許可協(xié)議（“協(xié)議”）制定，是協(xié)議的一部分。本服務級別協(xié)議適用于下列服務：

· Exchange Online

· Exchange Online Protection

· Microsoft Teams

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

· Office Web Applications

· SharePoint Online

·?Power BI Pro

· Microsoft Intune

為了達到并維持我們各項服務的服務級別，我們對我們的承諾提供支持。如果我們未達到并維持本服務級別協(xié)議中描述的每一服務的服務級別，那么您可能有資格獲得對您訂購的抵扣。在您訂購的初始期限內(nèi)，我們不會修改您的服務級別協(xié)議的條款，但是，如果您續(xù)期，那么續(xù)期當時的服務級別協(xié)議的版本將適用于您的續(xù)期。

2. ?定義。

“適用的月服務費” 指您在適用服務費抵扣的某個月為一項服務實際支付的總費用。

“故障期” 指如下表格中指明的某一項服務的相關(guān)功能在一個月中不可使用的總分鐘數(shù)，不包括(1) 預先安排的故障期；及(2)由于下述第5(a)條所述的限制導致服務無法使用。

? 在線服務 故障期的情況描述
? Exchange Online 終端用戶不能通過 Outlook Web Access 收發(fā)郵件的任何時間段。
? Exchange Online Protection 網(wǎng)絡不能接收和處理電子郵件信息的任何時間段。
Microsoft Teams 終端用戶不能進行實時消息對話或者開始在線會議的任何時間段。
? Office Web Applications 用戶不能使用 Web Application 來閱讀和編輯儲存在他們有權(quán)進入的 SharePoint 網(wǎng)站中存儲的任何 Office 文件的時間段。
? Skype for Business Online（以前稱為 Lync Online） 終端用戶不能看到在線狀態(tài)、進行實時消息對話或者開始在線會議的任何時間段。
? SharePoint Online 用戶不能讀寫他們有權(quán)進入的 SharePoint 網(wǎng)站集的任何部分的時間段 。
? Power BI Pro 用戶無法讀取或?qū)懭胨麄兙哂邢鄳獧?quán)限的任何部分的 Power BI 數(shù)據(jù)的任何時間段。
? Microsoft Intune 客戶的IT管理員或客戶授權(quán)的用戶無法使用正確的憑據(jù)登錄的任何時間段乘以涉及的用戶數(shù)量再除以用戶總數(shù)。 對于 Microsoft Intune，被排除的計劃內(nèi)停機時間在每個日歷年內(nèi)不會超過10小時。

1?在線會議功能只適用于 Skype for Business Online Plan 2 Service

“事件” 指導致故障期的 (1) 任何單獨事件，或 (2) 任何一系列事件。

“預先安排的故障期” 指與網(wǎng)絡、硬件或服務的維護或升級有關(guān)的故障期間。我們將在該故障期開始至少五?(5)?天前發(fā)布通知或者通知您。

“服務” 指的是本服務級別協(xié)議文首說明的且由您根據(jù)協(xié)議購買的在線服務。

“服務費抵扣” 是在請求獲得批準后您可抵扣的適用的月服務費的百分比。我們可能在您的請求獲得批準后自行決定通過提供額外服務時間的方式提供服務費抵扣。

“服務級別” 指本服務級別協(xié)議中規(guī)定的我們同意在交付服務時達到的性能標準，例如，每月可用性。

3. 服務級別承諾。

一項服務的“月正常運行時間百分比”按照下列公式計算：

pastedGraphic.png

如果某一月的月正常運行時間百分比低于 99.9%，您可能有資格獲得下列服務費抵扣：

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

4. 服務費抵扣請求。?如果我們的某一項服務未達到上述的月正常運行時間最小值，您可以提交一份服務費抵扣請求。

您必須向客服提交一份包含下列內(nèi)容的請求：(1) 事件的一份詳細描述；(2) 關(guān)于故障期的持續(xù)時間的信息；(3) 受影響的用戶的數(shù)量和位置（若適用）；及(4) 在事件發(fā)生時您試圖解決事件所做的努力的描述。我們必須在事件發(fā)生當月的下個日歷月的月底之前收到請求和所有要求的信息。例如，如果事件發(fā)生在2月15日，我們必須在3月31日前收到請求和所有要求的信息。

我們將評估所有可合理獲得的信息，并就是否給予服務費抵扣作出一個善意的判斷。在收到請求后的下個月，我們將采取商業(yè)上合理的努力來處理請求，且時間不超過四十五?(45)?天。為了有資格獲得服務費抵扣，您必須遵守協(xié)議的約定。

5. 限制。

(a) 本服務級別協(xié)議和任何適用的服務級別不適用于下列情形下的性能或可用性問題：

1. 由在我們控制之外的因素導致的；

2. 由您或第三方的服務、硬件或軟件導致的；

3. 在我們告知您更改您對服務的使用后，您沒有按照我們建議的那樣進行更改，由此在使用中導致的；

4. 在預發(fā)布、測試及試用服務階段（由我們決定）發(fā)生的；

5. 因您未經(jīng)授權(quán)的作為或不作為而導致的，或者您的雇員、代理、承包商或供應商、或者使用您的密碼或設(shè)備進入我們網(wǎng)絡的任何人導致的；

6. 因為您未遵守任何要求的配置、使用支持平臺，或者未遵從可接受的使用方式政策而導致的；

7. 與在事件發(fā)生時已保留但未付款的許可有關(guān)的。

(b) 服務費抵扣是您在協(xié)議及本服務級別協(xié)議項下針對任何服務的任何性能或可使用性問題的唯一且排它的補救措施。您不能單方面地為任何性能或可使用性問題抵銷您的適用的月服務費。

(c) 本服務級別協(xié)議將不適用于作為任何服務的一部分在用戶場所本地運作的許可軟件。

6. 多項服務的購買。?如果您購買了上述第1條中列出的一種以上的服務（不是作為套件），那么您可以根據(jù)上述第 4 條中所述的流程提交請求，如同每一項服務由一份單獨的服務級別協(xié)議涵蓋。比如，如果您購買了 Exchange Online 和 SharePoint Online（不是作為套件的組成部分），并且在訂購期間同一個事件導致了兩項服務的故障期，那么，通過提交本服務級別協(xié)議項下的兩項請求，您可能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。如果您購買了作為套件一部分的服務或者其他單個服務，每一項服務適用的月服務費和服務費抵扣將按比例計算。

8. 特定服務和項目的除外條款及附加條款。

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

這些服務沒有預先安排的故障期。

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

對于作為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 EOP，如果我們未達到下述內(nèi)容的服務級別，您可能有資格獲得服務費抵扣：(1) 病毒檢測和攔截，(2) 垃圾郵件識別，或者(3) 誤報。如果我們沒有達到任何一項單獨的服務級別，您可以提交服務費抵扣的申請。如果某一個事件導致我們未達到 Exchange Online 或 EOP 的多個服務級別協(xié)議標準，則對每一項服務，您僅可針對該事件提交一個服務費抵扣申請。

1. 病毒檢測和攔截的服務級別

a. “病毒檢測和攔截” 的定義是，通過過濾裝備對病毒進行檢測和攔截，以達到防止感染病毒的目的。“病毒” 在廣義上被定義為已知的惡意軟件，包括病毒、蠕蟲及木馬。

b. 如果一個 EOP 病毒掃描引擎能夠檢測到某一個病毒并且整個 EOP 網(wǎng)絡均具備此檢測能力，則將該病毒視為已知病毒。

c. 病毒檢測和攔截不是因故意感染病毒而發(fā)生的。

d. 病毒必須已經(jīng)被 EOP 病毒過濾器掃描到。

e. 如果 EOP 向您發(fā)送了一份已經(jīng)感染了已知病毒的郵件，EOP 將通知您并與您一起甄別和移除病毒。如果因此阻止了病毒感染，您將無權(quán)獲得病毒檢測和攔截的服務級別項下的服務費抵扣。

f. 病毒檢測和攔截的服務級別不適用于：

1. 不歸類為惡意軟件的郵件濫用形式，諸如垃圾郵件、網(wǎng)絡釣魚及其他騙局、廣告軟件及間諜軟件。

2. NDR、通知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. 如果在某一日歷月感染了病毒，則對于病毒檢測和攔截服務，可提供的服務費抵扣率為 25%，每個日歷月最多只能申請一次服務費抵扣。

2. 垃圾郵件識別的服務級別

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

b. 垃圾郵件識別的估測不包括發(fā)送給無效郵箱的誤報郵件。

c. 垃圾郵件信息必須由我們的服務處理，且并未受到損壞、變形或被截短。

d. 垃圾郵件識別的服務級別不適用于大部分內(nèi)容不是英文的郵件。

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

f. 垃圾郵件識別服務的服務費抵扣是：

　　垃圾郵件識別率低于99%的日歷月所占的百分比 　　服務費抵扣
　　> 25% 　　25%
　　> 50% 　　50%
　　100% 　　100%

a. “誤報” 的定義是，一個日歷月里被過濾系統(tǒng)錯誤地識別為垃圾郵件的合法商業(yè)郵件在服務處理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）必須報告給錯誤處理團隊。

c. 只適用于發(fā)送給有效郵箱的郵件。

d. 您認可誤報的分類是主觀的，并且理解我們將基于您及時提供的證據(jù)善意地判斷誤報率。

e. 誤報服務級別不適用于

1. 群發(fā)的、個人的或者色情的郵件

2. 大部分內(nèi)容不是英文的郵件

3. 被政策規(guī)則、信譽過濾或者 SMTP 連接過濾攔截的郵件

4. 發(fā)送到垃圾郵件夾的郵件

f. 誤報的服務費抵扣是：

　　一個日歷月中的誤報率 　　服務費抵扣
　　> 1:250,000 　　25%
　　> 1:10,000 　　50%
　　> 1:100 　　100%

(c) Exchange Online Protection (EOP):

對于作為一項獨立的服務、ECAL 套件服務、或 Exchange Enterprise CAL 服務而許可的 EOP，如果我們未達到下述（1）正常運行時間和（2）郵件傳送的服務級別，您可能有資格獲得服務費抵扣。

1. 月正常運行時間百分比：

如果當月的 EOP 月正常運行時間百分比低于 99.9%，您可能有資格獲得下列服務費抵扣：

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

2. ?郵件傳送的服務級別：

a. “郵件傳送時間” 的定義是，在一個日歷月中以分鐘計量的平均郵件傳送時間，郵件傳送時間是指一個商業(yè)郵件從進入 EOP 網(wǎng)絡到第一次成功送達所花費的時間。

b. 郵件傳送時間每 5 分鐘測量和記錄一次，然后按所花費的時間分類。最快的 95% 的測量結(jié)果用于確定該日歷月的平均時間。

c. 我們使用模擬郵件或測試郵件來測量傳送時間。

d. 郵件傳送服務級別只適用于發(fā)送至有效郵件賬戶的合法商業(yè)郵件（非群發(fā)郵件）。

e. 本郵件傳送服務級別不適用于：

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(huán)

f. 郵件傳送服務的服務費抵扣是：

平均郵件傳送時間

(定義見上文)

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

 

（d) 關(guān)于 Microsoft Intune，服務級別承諾不適用于以下任何產(chǎn)品或服務：（i）作為服務訂閱一部分的本地軟件許可，或（ii）向作為服務訂閱一部分的本地軟件許可提供更新的基于互聯(lián)網(wǎng)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:

pastedGraphic_1.png

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.