StorSimple 的服务级别协议

最后更新日期:2016 年 3 月

我们保证 Azure StorSimple 服务的备份、云分层和还原功能的可用性至少达到 99.9%。可用性按月计费周期计算。

引言

本 Azure 服务级别协议(以下简称“服务级别协议”)由世纪互联制定,与客户从世纪互联处购买 Azure 服务所依据的协议(以下简称“协议”)相关并构成该协议的一部分。

为了保证达到并保持所提供服务的服务级别,我们会提供财务方面的支持。如果我们未能达到和保持本服务级别协议中说明的每种服务的服务级别,则您有资格获得月度服务费用的部分服务费抵扣。在您的协议期间,这些条款都不会做任何变动。如果续展订购,则在续订期限开始时实行的本服务级别协议的版本将适用于整个续订期限。如果对本服务级别协议有任何重大不利变更,我们应至少提前九十 (90) 天进行通知。您可以随时访问 http://www.azure.cn/support/legal/sla 查看本服务级别协议的最新版本。

一般条款

一、定义

1.

“索赔” 指客户根据本服务级别协议向世纪互联提交的、有关尚未达到某个服务级别以及客户可获得的服务费抵扣的索赔。

2.

“客户”指签订本协议的机构。

3.

“客户支持”指世纪互联可由此为客户提供帮助以解决服务问题的服务。

4.

“错误代码”用于指示某项操作出现了问题,例如,5xx 范围内的 HTTP 状态代码。

5.

“外部连接”是指可通过受支持的协议(例如 HTTP 和 HTTPS)从公共 IP 地址发送和接收的双向网络流量。

6.

“事件”表示导致无法达到服务级别的任何情况。

7.

“管理门户”指由世纪互联提供的 web 界面,客户可以通过该界面来管理服务。

8.

“世纪互联”指客户协议上载明的世纪互联实体。

9.

“预览版”指提供用来获得客户反馈的服务或软件的预览版、测试版或其他预发行版。

10.

“服务”表示根据协议为客户提供的并在以下指定服务级别协议的 Azure 服务。

11.

“服务费抵扣”表示针对受影响的服务或服务资源的已经证实的服务索赔,返还给客户的月度服务费用的百分比。

12.

“服务级别”指定世纪互联选择遵守并据此衡量其所提供的每种服务的服务级别的标准,具体如下所述。

13.

“服务资源”指某个服务内可供使用的单独资源。

14.

“成功代码”用于指示某项操作已经成功,例如,2xx 范围内的 HTTP 状态代码。

15.

“支持时段”指支持某个服务功能或者支持与某个单独产品或服务兼容的时间范围。

16.

“虚拟网络”指虚拟专用网络,包括用户定义的 IP 地址和子网的集合,形成了 Azure 内的网络边界。

17.

“虚拟网络网关”是指促成虚拟网络和客户本地网络之间跨区域连接的网关。

二、服务费抵扣索赔

1.

客户必须在事件(索赔主题)发生的帐单月份结束之后的两 (2) 个月内向客户支持提交索赔,世纪互联才会受理该索赔。客户必须向客户支持提供世纪互联证实该索赔所需的所有信息,包括但不限于:事件的详细说明、事件的发生时间和持续时间、受影响的资源或操作以及客户尝试解决该事件所做出的任何努力。

2.

世纪互联将利用所有可合理获得的信息来验证索赔,并判定是否应兑现服务费抵扣。

3.

如果由于同一事件导致未能达到某个特定服务的多个服务级别,客户必须仅选择一个服务级别并基于该服务级别针对此次事件提出索赔。

4.

服务费抵扣仅适用于为未达到服务级别的特定服务、服务资源或服务层级所支付的费用。如果服务级别适用于单独的服务资源或单独的服务层级,则服务费抵扣仅适用于为受影响的服务资源或服务层级(如果有)所支付的费用。

三、服务级别协议排除项

本服务级别协议和任何适用的服务级别不适用于由以下情况造成的任何性能或可用性问题:

1.

由于超出世纪互联合理控制范围的因素而导致的问题,例如,在世纪互联数据中心以外(包括在客户的站点或者客户的站点和世纪互联数据中心之间)的网络或设备故障;

2.

由于客户使用非世纪互联提供的硬件、软件或服务(例如,从 Azure 商店购买的第三方软件或服务或者世纪互联提供的其他非 Azure 服务)作为服务的一部分而导致的问题;

3.

由于客户未按与服务功能一致的方式(例如,尝试执行不受支持的操作)或者未按与发布的文档或指南一致的方式来使用服务而导致的问题;

4.

由于错误的输入、指令或参数(例如,请求访问不存在的文件)而导致的问题;

5.

世纪互联建议客户改变服务的使用方式之后,如果客户未按建议改变其使用方式而继续使用服务所导致的问题;

6.

使用预览版期间出现问题或者与预览版有关的问题,或者使用世纪互联订购信用进行购买而导致的问题;

7.

由于客户试图执行的操作超出了规定的服务配额而导致的问题,或者由于限制可疑的滥用行为而导致的问题;

8.

由于客户使用的服务功能超出了相关支持时段而导致的问题;或

9.

由于他人利用客户的密码或设备未经授权地访问世纪互联服务的行为,或由于客户未能遵循适当的安全惯例而导致的问题。

四、服务费抵扣

1.

针对所描述的每一种服务,下文介绍了服务费抵扣的金额和计算方法。

2.

服务费抵扣是客户针对未能达到任何服务级别的唯一且排他性的救济。

3.

在任何情况下,任何帐单月份内提供的与特定服务或服务资源相关的服务费抵扣都不得超过客户在该帐单月份内用于该服务或服务资源(如果有)的月度服务费用。

4.

对于作为套件一部分购买的服务,服务费抵扣将基于服务所占的成本比例进行计算,这将由世纪互联通过合理的判断确定。如果客户已从转售商处购买服务,服务费抵扣将基于适用服务的估计零售价进行计算,这将由世纪互联通过合理的判断确定。

SLA 详细信息

附加定义

1.

备份 ”是指将存储在已注册 StorSimple 设备上的数据备份到 Azure 中的一个或多个关联的云存储帐户的过程。

2.

云分层 ”是指将已注册 StorSimple 设备上的数据转移到 Azure 中的一个或多个关联的云存储帐户的过程。

3.

失败 ”是指因 StorSimple 服务不可用而无法全面完成适当配置的备份、分层或还原操作。

4.

受管理项目 ”是指已经配置为使用 StorSimple 服务备份到云存储帐户的数据卷。

5.

还原 ”是指将数据从关联的云存储帐户复制到已注册 StorSimple 设备的过程。

StorSimple 服务的每月正常服务时间计算和服务级别

1.

部署分钟数 ”是指某个受管理项目已配置为备份或云分层到 Azure 中的 StorSimple 存储帐户的总分钟数。

2.

最大可用分钟数 ”是指在一个帐单月份期间指定的 Azure 订购中所有受管理项目所用的总部署分钟数。

3.

停机时间 ”是指在受管理项目的 StorSimple 服务不可用期间,指定的 Azure 订购中已由客户配置为要进行备份或云分层的所有受管理项目所用的总累计部署分钟数。对于某个指定的受管理项目,从该受管理项的备份、云分层或还原操作第一次失败到成功开始备份、云分层或还原该受管理项目期间,StorSimple 服务被视为不可用,前提是以不低于每三十 (30) 分钟一次的频率连续进行重试。

4.

StorSimple 服务的“每月正常服务时间百分比 ”按如下方式计算:指定的 Azure 订购在一个帐单月份期间的最大可用分钟数减去停机时间,再除以最大可用分钟数。每月正常服务时间百分比计算公式如下所示:

每月正常服务时间百分比 % =   最大可用分钟数 − 停机时间
最大可用分钟数
5.

以下服务级别和服务费抵扣适用于客户对 StorSimple 服务的使用:

每月正常服务时间百分比 服务费抵扣
<99.9% 10%
<99% 25%

SLA for StorSimple

Last updated: March 2016

We guarantee at least 99.9% availability of the backup, cloud tiering, and restore functionality of the Azure StorSimple service. Availability is calculated by monthly billing cycle.

Introduction

This Service Level Agreement for Azure (this “SLA”) is made by 21Vianet in connection with, and is a part of, the agreement under which Customer has purchased Azure Services from 21Vianet (the “Agreement”).

We provide financial backing to our commitment to achieve and maintain 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 a portion of your monthly service fees. These terms will be fixed for term of your Agreement. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. We will provide at least 90 days' notice for adverse material changes to this SLA. You can review the most current version of this SLA at any time by visiting http://www.azure.cn/support/legal/sla.

General Terms

一、Definitions

1.

"Claim" means a claim submitted by Customer to 21Vianet pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer.

2.

"Customer" refers to the organization that has entered into the Agreement.

3.

"Customer Support" means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services.

4.

"Error Code" means an indication that an operation has failed, such as an HTTP status code in the 5xx range.

5.

"External Connectivity" is bi-directional network traffic over supported protocols such as HTTP and HTTPS that can be sent and received from a public IP address.

6.

"Incident" means any set of circumstances resulting in a failure to meet a Service Level.

7.

"Management Portal" means the web interface, provided by 21Vianet, through which customers may manage the Service.

8.

"21Vianet" means the 21Vianet entity that appears on Customer's Agreement.

9.

"Preview" refers to a preview, beta, or other pre-release version of a service or software offered to obtain customer feedback.

10.

"Service” or “Services" refers to a Azure service provided to Customer pursuant to the Agreement for which an SLA is provided below.

11.

"Service Credit" is the percentage of the monthly service fees for the affected Service or Service Resource that is credited to Customer for a validated Claim.

12.

"Service Level" means standards 21Vianet chooses to adhere to and by which it measures the level of service it provides for each Service as specifically set forth below.

13.

"Service Resource" means an individual resource available for use within a Service.

14.

"Success Code" means an indication that an operation has succeeded, such as an HTTP status code in the 2xx range.

15.

"Support Window" refers to the period of time during which a Service feature or compatibility with a separate product or service is supported.

16.

"Virtual Network" refers to a virtual private network that includes a collection of user-defined IP addresses and subnets that form a network boundary within Azure.

17.

"Virtual Network Gateway" refers to a gateway that facilitates cross-premises connectivity between a Virtual Network and a customer on-premises network.

二、Service Credit Claims

1.

In order for 21Vianet to consider a Claim, Customer must submit the Claim to Customer Support within two months of the end of the billing month in which the Incident that is the subject of the Claim occurs. Customer must provide to Customer Support all information necessary for 21Vianet to validate the Claim, including but not limited to detailed descriptions of the Incident, the time and duration of the Incident, the affected resources or operations, and any attempts made by Customer to resolve the Incident

2.

21Vianet will use all information reasonably available to it to validate the Claim and to determine whether any Service Credits are due.

3.

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 a Claim may be made based on the Incident.

4.

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.

三、SLA Exclusions

This SLA and any applicable Service Levels do not apply to any performance or availability issues:

1.

Due to factors outside 21Vianet’s reasonable control (for example, 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 hardware, software, or services not provided by 21Vianet as part of the Services (for example, third-party software or services purchased from the Azure Store or other non-Azure services provided by 21Vianet);

3.

Due to Customer's use of the Service in a manner inconsistent with the features and functionality of the 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 the 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 or to purchases made using 21Vianet subscription credits;

7.

That resulted from Customer's attempts to perform operations that exceed prescribed quotas or that resulted from throttling of suspected abusive behavior;

8.

Due to Customer's use Service features that are outside of associated Support Windows; or

9.

Attributable to acts by persons gaining unauthorized access to 21Vianet’s Service by means of Customer's passwords or equipment or otherwise resulting from Customer's failure to follow appropriate security practices.

四、Service Credits

1.

The amount and method of calculation of Service Credits is described below in connection with each Service.

2.

Service Credits are Customer's sole and exclusive remedy for any failure to meet any Service Level.

3.

The Service Credits awarded in any billing month for a particular Service or Service Resource will not, under any circumstance, exceed Customer's monthly service fees that Service or Service Resource, as applicable, in the billing month.

4.

For Services purchased as part of a suite, the Service Credit will be based on the pro-rata portion of the cost of the Service, as determined by 21Vianet in its reasonable discretion. In cases where Customer has purchased Services from a reseller, the Service Credit will be based on the estimated retail price for the applicable Service, as determined by 21Vianet in its reasonable discretion.

The SLA details

Additional Definitions

1.

"Backup " is the process of backing up data stored on a registered StorSimple device to one or more associated cloud storage accounts within Azure.

2.

"Cloud Tiering is the process of transferring data from a registered StorSimple device to one or more associated cloud storage accounts within Azure.

3.

"Failure means the inability to fully complete a properly configured Backup, Tiering, or Restoring operation due to unavailability of the StorSimple Service.

4.

"Managed Item refers to a volume that has been configured to Backup to the cloud storage accounts using the StorSimple Service.

5.

"Restoring is the process of copying data to a registered StorSimple device from its associated cloud storage account(s).

Monthly Uptime Calculation and Service Levels for StorSimple Service

1.

"Deployment Minutes" is the total number of minutes during which a Managed Item has been configured for Backup or Cloud Tiering to a StorSimple storage account in Azure.

2.

"Maximum Available Minutes" is the sum of all Deployment Minutes across all Managed Items for a given Azure subscription during a billing month.

3.

"Downtime" is the total accumulated Deployment Minutes across all Managed Items configured for Backup or Cloud Tiering by Customer in a given Azure subscription during which the StorSimple Service is unavailable for the Managed Item. The StorSimple Service is considered unavailable for a given Managed Item from the first Failure of a Backup, Cloud Tiering, or Restoring operation with respect to the Managed Item until the initiation of a successful Backup, Cloud Tiering, or Restoring operation of the Managed Item, provided that retries are continually attempted no less frequently than once every thirty minutes.

4.

"Monthly Uptime Percentage" for the StorSimple Service is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given Azure subscription. Monthly Uptime Percentage is represented by the following formula:

Monthly Uptime % =   Maximum Available Minutes − Downtime
Maximum Available Minutes
5.

The following Service Levels and Service Credits are applicable to Customer's use of the StorSimple Service:

Monthly Uptime Percentage Service Credit
<99.9% 10%
<99% 25%

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