1. 引言
世纪互联在线效劳的效劳级别协议（以下简称“SLA”），作为其协议的一部分，由世纪互联凭据客户从世纪互联购置在线效劳的协议（以下简称“协议”）制定。本效劳级别协议适用于此处列出的在线效劳（以下简称“效劳”），但不适用于与效劳或内部安排软件一起提供或与效劳相关的单独品牌效劳。
世纪互联为其允许提供支持，以抵达和坚持效劳级别。如果世纪互联未能抵达和坚持效劳级别协议所述的效劳级别，客户有资格获得月度效劳用度的部分效劳费抵扣。在用户的协议期间，世纪互联不会修改效劳级别协议的条款。如果客户续订，本效劳级别协议的修订版将适用于客户的整个续订期。如果对本效劳级别协议有任何重大倒运变换，世纪互联将至少提前九十（90）天通知�？突媸笨苫峒韵铝唇永醇觳毂拘Ю图侗鹦榈淖钚掳姹荆�/ostpt/。
2. 一般条款
界说
“世纪互联”在客户协议上是指世纪互联实体。
“适用的月周期”是指关于一个适用效劳费抵扣的日历月，客户成为效劳订阅者的天数。
“适用的月效劳费”是指客户在适用效劳费抵扣的某个月为一项效劳实际支付的总用度。
“索赔”指客户凭据本效劳级别协议向世纪互联提交的、有关尚未抵达某个效劳级别以及客户可获得的效劳费抵扣的索赔。
“客户”指签订本协议的机构。
“�；奔�”是为下面“效劳具体条款”中的每项效劳界说的。�；奔洳话ǎ�1）计划�；奔�，以及（2）由下文和“效劳具体条款”中描述的任何限制情况导致的效劳不可用。
“事件”是指导致�；奔涞� (1) 任何单独事件或 (2) 任何一组事件。
“治理门户”指由世纪互联提供的 web 界面，客户可以通过该界面来治理效劳。
“预览”指提供用来获得客户反响的效劳或软件的预览版、测试版或其他预刊行版。
“计划�；奔�”是指与网络、硬件、效劳维护或升级相关的�；倍巍Ｊ兰突チ谕；记爸辽傥澹�5）天公示或通知客户。
“效劳费抵扣”体现针对受影响的效劳或效劳资源的已经证实的效劳索赔，返还给客户的月度效劳用度的百分比。
“效劳级别”是指在效劳级别协议中订立的，世纪互联允许在提供效劳期间提供的效劳标准。
“效劳资源”指某个效劳内可供使用的单独资源。
“支持时段”是指支持效劳功效或与者一个单独产品或效劳兼容的时间段。
“用户分钟数”是指一个月内的总分钟数，减去计划�；奔�，乘以总用户数。
条款
索赔
- 关于世纪互联考虑索赔，客户必须在索赔事件爆发的月份之后的日历月月底向世纪互联客户支持提交索赔。例如，如果事件爆发在 2 月 15 日，世纪互联必须在 3 月 31 日之前收到索赔和所有必须信息�？突П匦胂蚴兰突チ目突еС痔峁┧行胍男畔�，以便世纪互联验证索赔，包括但不限于：（1）事件的详细描述，（2）关于�；奔浜土背さ男畔�，（3）受影响的用户的数量和所在（如适用），（4）客户实验解决该事件所做出的任何努力的说明。
- 世纪互联将合理地运用所有的可用信息来验证索赔，并确定是否就适用效劳费抵扣做出决定。世纪互联将在接下来的一个月内，使用商业上合理步伐来处理索赔，且时间不凌驾收到索赔后的四十五（45）天�？突П匦胱袷乇拘�，才有资格获得效劳费抵扣。如果确定客户适用效劳费抵扣，世纪互联会将效劳费抵扣应用于客户适用的月效劳费中。
- 如果客户购置了多项效劳（不是以套件的形式），则客户可以凭据上述流程提交索赔，如同每项效劳都有其单独的效劳级别协议一样。如因同一事件而未满足特定效劳的多个效劳级别，则客户必须只能选择基于此事件的一个效劳级别进行索赔。除非在具体的效劳级别协议中另有划定，不然每项效劳仅允许在适用的月周期内使用一个效劳费抵扣。
效劳费抵扣
- 效劳费抵扣是客户在协议和本效劳级别协议下的任何效劳的任何性能或可用性问题的唯一且排他的救济。关于任何性能或可用性问题，客户不得单方面抵消其适用的月效劳费。
- 效劳费抵扣仅适用于为未抵达效劳级别要求的特定效劳、效劳资源或效劳层支付的用度。如果效劳级别适用于单个效劳资源或单独的效劳层，则效劳费抵扣仅适用于为受影响的效劳资源或效劳层支付的用度（如适用）。
- 在特定效劳或效劳资源的任何结算月中，效劳费抵扣在任何情况下都不可凌驾客户在该结算月内用于该效劳或效劳资源（如适用）的月效劳费。
- 如果客户购置效劳作为简单要约的一部分，则每项效劳适用的月效劳费和效劳费抵扣将按比例盘算。如果客户从经销商处购置了效劳，则客户将直接从经销商处获得效劳费抵扣，经销商将直接从世纪互联获得效劳费抵扣。效劳费抵扣将基于适用效劳的预计零售价格，此价格由世纪互联自行决定。
限制
本效劳级别协议和任何适用的效劳级别不适用于以下原因导致的任何性能或可用性问题：
- 世纪互联不可控的因素（例如自然灾害，战争，恐怖袭击，暴动，政府行动，世纪互联数据中心外部的网络或设备故障，包括客户的事情场合，或客户的事情场合与世纪互联数据中心之间的故障）；
- 客户使用不是由世纪互联提供的效劳、硬件或软件作为效劳的一部分而爆发的问题，包括但不限于带宽缺乏或与第三方软件或效劳相关的问题；
- 当客户的网络连接明显依赖于单个世纪互联数据中心位置，而无法凭据差别的地舆位置灵活调解时，由该数据中心位置导致的问题；
- 世纪互联建议客户更改效劳使用，而客户没有凭据建议修改其使用而引起的问题；
- 预览期间或有关预览的问题（由世纪互联确定）；
- 客户使用的效劳与世纪互联效劳的特征和功效纷歧致（例如实验执行不受支持的操作），或与已宣布的文档或指南纷歧致；
- 由客户或客户员工、署理商、承包商，或供应商，或通过客户密码或设备会见世纪互联网络的任何人未经授权的行为或不作为所引起的问题；
- 由于过失的输入、指令或参数引起的问题（例如请求会见不保存的文件）；
- 客户试图执行凌驾划定限额的操作或涉嫌滥用行为而引起的操作；
- 客户使用的效劳功效凌驾了相关支持时段的规模；或者
- 在事件爆发时预定了许可，但尚未支付。
3. 效劳具体条款
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise；Dynamics 365 Customer Service Professional
�；奔�：终端用户无法读取或写入本具有适当读写权限的任何效劳数据的任何时间段，但不包括效劳附加功效的不可用的时间。
每月正常运行时间百分比：“每月正常运行时间百分比”可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣:
| 每月正常运行时间百分比 | 效劳费抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Finance; Dynamics 365 Supply Chain Management
附加界说：
“活跃租户”是指在治理门户中具有活跃的高可用性生产拓扑的租户，且治理门户具有以下特征：（A）已安排到相助同伴应用效劳，且（B）包括用户可以登录的活跃数据库。
“相助同伴应用效劳”是指建立在具有以下特征的平台之上并与平台连接在一起的相助同伴应用程序：（A）用于处理客户的实际业务交易，（B）预留了盘算和存储资源，其即是或大于相助同伴为适用的相助同伴应用程序选择的其中一个标度单位。
“最大可用分钟数”是指一个结算月内，系统使用活跃的高可用性生产拓扑在相助同伴应用效劳中安排活跃租户的总累计分钟数。
“平台”是指效劳的客户端表单，SQL 效劳器报告，批量操作和 API 端点，或仅用于商业或零售目的效劳零售 APIs。
“标度单位”是指向相助同伴应用效劳中添加或删除盘算和存储资源的增量。
“效劳基础结构”是指世纪互联提供的与效劳相关的身份验证、盘算和存储资源。
�；奔�：由于未到期平台或效劳基础结构中的故障，世纪互联凭据自动运行状况监视和系统日志确定的终端用户不可登录到他们的活跃租户上的任何时间段。�；奔洳话苹耐；奔�，效劳附加功效不可用的时间，因为客户更改效劳而导致无法会见效劳的时间，或凌驾标度单位容量的时间段。
每月正常运行时间百分比：给定活跃租户在一个日历月中的每月正常运行时间百分比可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣：
| 每月正常运行时间百分比 |
效劳费抵扣 |
|
< 99.9% |
25% |
|
< 99% |
50% |
|
< 95% |
100% |
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional
�；奔�：终端用户无法读取或写入本具有适当读写权限的任何效劳数据的任何时间段，但这不包括效劳附加功效的不可用的时间。
每月正常运行时间百分比：“每月正常运行时间百分比”可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣：
| 每月正常运行时间百分比 | 效劳费抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Microsoft Power Automate
�；奔�：用户的数据流与世纪互联Internet网关没有连接的任何时间段。
每月正常运行时间百分比：“每月正常运行时间百分比”可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣：
| 每月正常运行时间百分比 | 效劳费抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
效劳级别协议排除项：没有为 Microsoft Power Automate 的任何免费层级提供效劳级别协议。
Microsoft Power Apps
�；奔�：用户无法读取或写入 Microsoft Power Apps 中本具有适当读写权限的任何数据部分的任何时间段。
每月正常运行时间百分比：“每月正常运行时间百分比”可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣：
| 每月正常运行时间百分比 | 效劳费抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
效劳级别协议排除项：没有为 Microsoft Power Apps 的任何免费层级提供效劳级别协议。
Power BI Premium
“容量”是指治理员通过 Power BI Premium 容量治理门户配置的指定容量。容量是一个或多个节点组成的一个分组。
“最大可用分钟数”是指在一个结算月内，在指定租户中实例化指定容量的分钟总数。
�；奔�：在一个指定容量的结算月内，指定容量不可用的累积分钟数。如果由于系统过失，在某一分钟内检察 Power BI 报告或仪表盘的所有实验均失败，则视为指定容量在这一分钟内不可用。
每月正常运行时间百分比：“每月正常运行时间百分比”可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣：
| 每月正常运行时间百分比 | 效劳费抵扣 |
| < 99.9% | 10% |
| < 99% | 25% |
Power BI Pro
�；奔�：用户无法读取或写入本具有适当权限的任何 Power BI 数据部分的任何时间段。
每月正常运行时间百分比：“每月正常运行时间百分比”可以通过下面的公式盘算：
�；奔湟杂没Х种邮ノ�；即，在每个月份，�；奔湮迷卤⒌拿扛鍪录氖背ぷ芎停ǚ种邮┏艘允芨檬录跋斓挠没�
效劳费抵扣：
| 每月正常运行时间百分比 | 效劳费抵扣 |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4.客户支持
凭据本效劳级别协议提交索赔，请通过以下方法联系世纪互联的客户支持：
- Dynamics 365：/Dynamics365/；或
- Power Platform：/Powerplatform/。
Service Level Agreement for Online Services operated by 21Vianet
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 purchased online services from 21Vianet ?(the “Agreement”). This SLA applies to the ?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. Customers can view the latest version of this SLA at any time by accessing: /ostpt/.
2. General Terms.
Definitions
“21Vianet” means the 21Vianet entity that appears on Customer’s Agreement.
“Applicable Monthly Period” means, for a calendar month in which a Service Credit is owed, the number of days that Customer is a subscriber for a Service.
“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” is defined for each Service in the Service Specific Terms below.? Downtime does not include (i) Scheduled Downtime; and (ii) unavailability of a Service due to any of the limitations described below and in the Service Specific Terms.
“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 Service.
“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.
Terms
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 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 (not as a suite), 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
- 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.
Limitations
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;
- that results from failures in a single 21Vianet Datacenter location, when Customer’s network connectivity is explicitly dependent on that location in a non-geo-resilient manner;
- 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);
- caused by 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 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 faulty input, instructions, or arguments (for example, requests to access files that do not exist);
- 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.
3. Service Specific Terms.
Microsoft Dynamics 365
Dynamics 365 Customer Service Enterprise; Dynamics 365 Customer Service Professional
Downtime: 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.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Finance; Dynamics 365 Supply Chain Management
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.
“Partner Application Service” means a partner application built on top of and combined with the Platform that (A) is used for processing your organization’s actual business transactions; and (B) has reserve compute and storage resources equal to or greater than one of the Scale Units your partner selected for the applicable partner application.
“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.
“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.
Downtime: 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 21Vianet 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 your modifications of the Service, or periods where the Scale Unit capacity is exceeded.
Monthly Uptime Percentage: The Monthly Uptime Percentage for a given Active Tenant in a calendar month is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Dynamics 365 Sales Enterprise; Dynamics 365 Sales Professional
Downtime: 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.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Microsoft Power Automate
Downtime: Any period of time when users’ flows have no connectivity to 21Vianet’s Internet gateway.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured?in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Service Level Exceptions: No SLA is provided for any free of charge tier of Microsoft Power Automate.
Microsoft Power Apps
Downtime: Any period of time when users are unable to read or write any portion of data in Microsoft Power Apps to which they have appropriate permissions.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
Service Level Exceptions: No SLA is provided for any free of charge tier of Microsoft Power Apps.
Power BI Premium
“Capacity” means a named capacity provisioned by an admin through the Power BI Premium capacity admin portal. A Capacity is a grouping of one or more nodes.
“Maximum Available Minutes” is the total number of minutes that a given Capacity has been instantiated during a billing month in a given tenant.
Downtime: The total accumulated minutes during a billing month for a given Capacity during which a given Capacity is unavailable. A minute is considered unavailable for a given Capacity if all attempts to view Power BI reports or dashboards within the minute fail due to system errors.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 10% |
| < 99% | 25% |
Power BI Pro
Downtime: Any period of time when users are unable to read or write any portion of Power BI data to which they have appropriate permissions.
Monthly Uptime Percentage: The Monthly Uptime Percentage is calculated using the following formula:
where Downtime is measured in user-minutes; that is, for each month, Downtime is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident.
Service Credit:
| Monthly Uptime Percentage | Service Credit |
| < 99.9% | 25% |
| < 99% | 50% |
| < 95% | 100% |
4.?Customer Support.
To submit a Claim under this SLA, contact 21Vianet’s customer support for:
- Dynamics 365: /Dynamics365/; or
- Power Platform: /Powerplatform/.