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定价

The present agreement of service level agreement constitutes a legally binding contract between an individual user and ArvanCloud identified as a company. This Service Level Agreement complements and amends the Service Terms and Condition by agreeing to which you also agree and give consent to the former. Disagreement with any of the provisions included in the SLA terminates your right to use the Services.

Definitions

Thirty-Day Period: The 30-day duration starts from the initial day of payment and requires renewing every month.

Monthly Charge: It is the sums paid in the form of Service Fees and in exchange for Services undertaken by ArvanCloud.

Penalties: If the Service fails to meet the above service level, the Customer will receive a credit equal to the result of the Service Credit calculation for this SLA.

Monthly Uptime Guarantee: It is the standard ArvanCloud adheres to and by which it measures the level of service provided. For most services, this standard includes 99.99% uptime unless otherwise stated.

Downtime: It is the Service interruptions that have not been communicated to the client which cause their application to be unavailable to their users. Downtime does not include planned downtime minutes or downtime caused by Force Majeure.

Service Guarantee

ArvanCloud makes reasonable efforts to guarantee a monthly uptime level of 99.99% within every 30-days period. In case ArvanCloud fails to meet the following guarantee for reasons not excluded herein, the company would compensate the client in accordance with Schedule A.

Compensation calculation

Based upon the duration of Downtime for each 30-Day Period, ArvanCloud will provide the client with a calculated Service Credit as described in Schedule A.

Compensation Claim

The client may submit a ticket in ArvanCloud’s user panel within 20 days after the occurrence of Downtime along with valid evidence. Once ArvanCloud’s support team has determined that the Downtime has occurred, the client will be compensated according to the criteria set forth herein.

SLA Exclusions

This SLA does not apply nor may be called upon in cases such as Downtime due to:

  • Factors outside ArvanCloud’s reasonable control such as Force Majeure, telecommunications infrastructure, difficulties in routing and pathfinding by ISPs, and other failures beyond ArvanCloud’s control;
  • Failures as a result of the client’s or third party hardware or software;
  • Failures resulted from actions or inactions of the client or other third parties;
  • Failures related to the violation of applicable terms of service.

Schedule A:

No. Measured Monthly Uptime Service Credit
1 Less than 99.99% and Greater than 99.90% 500%
2 Less than 99.90% and Greater than 99.70% 700%
3 Less than 99.70% and Greater than 99.00% 900%
4 Less than 99.00% 1000%