Effective date of version: July 1, 2024.
This Service Level Agreement (SLA) details the service availability metrics and compensation policies for the Standard Edition and Advanced Edition of the Alibaba Mail provided by Alibaba Cloud. It is important to note that this SLA applies solely to the Standard Edition and Advamced Edition of the Alibaba Mail.
1. Email Service Availability Guarantee
Email service unavailability is defined as a situation where over 10% of users are unable to use the service normally due to issues within the email system over a specific period. Such instances are deemed service unavailability. All other circumstances are considered as service availability.
Service availability for the email is the proportion of the total available time (in minutes) of the email service each month to the total possible duration (in minutes) of that month. The formula is: 1 - ∑(duration of mailbox service unavailability) / (30×24×60).
Alibaba Cloud commits to an availability rate of no less than 99.9% for the email system provided to customers. This translates to a maximum cumulative downtime of 44 minutes per month.
Should Alibaba Cloud fail to uphold the aforementioned service availability guarantee, compensation will be calculated based on the monthly service availability for each enterprise mailbox, in accordance with the table below. Compensation is issued as vouchers for purchasing Alibaba Mail products, with the total amount not exceeding the monthly service fee paid by the customer for the service in the month of the service shortfall (excluding any fees covered by vouchers).
Service Availability | Compensation Voucher Amount |
Less than 99.90% but equal to or greater than 99.00% | 10% of the monthly service fee |
Less than 99.00% but equal to or greater than 95.00% | 20% of the monthly service fee |
Less than 95.00% | 50% of the monthly service fee |
2. Email Sending and Receiving Speed Guarantee
Email sending latency is the time taken from the moment an email is fully sent by the user via the standard email protocol or webpage until the email system begins transmitting the email to the recipient's mailbox.
Email receiving latency is the time taken from when the email system fully receives an email from the sender until it is accessible to the recipient through the standard email protocol or webpage.
Alibaba Mail guarantees that the average sending and receiving latency for all accounts in any given month will not exceed one minute.
In the event that Alibaba Cloud does not meet the above email sending and receiving speed guarantee, the company will compensate the customer with 1% of the monthly service fee for that month. Compensation is provided as vouchers for purchasing Alibaba Mail product, with the total compensation not exceeding the monthly service fee paid by the customer for the Alibaba Mail in the month of the commitment breach (excluding fees covered by vouchers).
3. Customer Service Guarantee
Service acceptance refers to the process where users report issues or provide suggestions for the email service, and Alibaba Cloud's after-sales service team addresses and responds to these inputs.
Our commitment to customer service includes:
Ticket service: Available 24/7.
Hotline service: Available 24/7.
Intelligent service: Available 24/7.
Official website online consultation: Manual service available for 16 hours daily (8:00 AM - 12:00 AM).
4. Disclaimer
(1) Alibaba Cloud is not responsible for any disputes arising from the purchase or acceptance of goods or services provided by third parties through the email service. The customer must resolve such disputes directly with the third party, with the necessary assistance provided by Alibaba Cloud.
(2) Alibaba Cloud is not liable for any losses resulting from data center maintenance, equipment inspections, system upgrades or optimizations, actions or inactions of third parties, improper maintenance, or force majeure events, including but not limited to: changes in laws and regulations, government orders, network signal issues, limited bandwidth, network congestion, payment and access service disruptions, telecommunications failures, communication technology problems, network or computer failures, system instability, third-party infringements, etc.
(3) Exceeding the system storage limit may lead to email loss, for which Alibaba Cloud assumes no responsibility. Alibaba Cloud cannot recover emails deleted by end users unless the relevant backup services were activated in advance.
(4) Alibaba Cloud is not obligated to preserve email data or provide email recovery services if the email service is terminated due to discontinuation of use or breach of service terms by the customer.
5. Compensation Request
Customers must submit compensation requests for service availability issues after the fifth business day of the following month. Requests must be made within two months of the month in which the service commitment was not met. Late submissions will not be considered.
6. Others
Alibaba Cloud reserves the right to amend the terms of this SLA. Customers will be notified of any changes 30 days in advance via website announcements or emails. If customers do not agree with the changes, they may discontinue using the enterprise mailbox service. Continued use after modifications implies acceptance of the new terms.