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虛擬機器 SLA

上次更新:2016 年 11 月

  • 針對在相同可用性設定集中部署兩個或多個執行個體之所有虛擬機器,本公司保證 貴用戶至少有 99.95% 的時間擁有至少對一個執行個體的虛擬機器連線能力。
  • 針對其所有磁碟均使用 Premium 儲存體的任何單一執行個體虛擬機器,本公司保證 貴用戶至少有 99.9% 的時間擁有虛擬機器連線能力。

此 Microsoft Online Services 之服務等級合約 (以下稱「SLA」),為 貴用戶 Microsoft 大量授權合約的一部分 (以下稱「合約」)。使用於本 SLA 中而未加以定義的名詞,其定義與該名詞於本合約當中的定義相同。本 SLA 適用於本文件所列的 Microsoft Online Services (以下稱「服務」),但不適用於此等服務提供或連結的個別品牌服務,亦不適用於任何服務底下的內部部署軟體。

若本公司未能依本 SLA 所述達成及維護每項服務的服務等級,則 貴用戶有資格就 貴用戶每月服務費用部分要求折讓。本公司不會於 貴用戶訂閱的最初期間修改 SLA 條款,然若續約服務訂閱,續約當時處於最新狀態的 SLA 版本將適用於整個續約期間。本公司若對本 SLA 有不利之重大變更,將至少於 90 日前通知。

Definitions

"Applicable Monthly Period" means, for a calendar month in which a Service Credit is owed, the number of days that you are a subscriber for a Service.

"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" is defined for each Service in the Services Specific Terms below.

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

"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.

"Incident" means (i) any single event, or (ii) any set of events, that result in Downtime.

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

"Service Credit" is the percentage of the Applicable Monthly Service Fees credited to you following Microsoft’s claim approval.

"Service Level" means the performance metric(s) set forth in this SLA that Microsoft agrees to meet in the delivery of the Services.

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

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

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

Terms

Claims
In order for Microsoft to consider a claim, you must submit the claim to customer support at Microsoft Corporation including all information necessary for Microsoft 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) descriptions of your attempts to resolve the Incident at the time of occurrence.

For a claim related to Microsoft Azure, we must receive the claim within two months of the end of the billing month in which the Incident that is the subject of the claim occurred. For claims related to all other Services, we must receive the claim 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 determination of 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. If we determine that a Service Credit is owed to you, we will apply the Service Credit to your Applicable Monthly Service Fees.

If you purchased more than one Service (not as a suite), then you may submit claims pursuant to the process described above as if each Service were 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. In the event that more than one Service Level for a particular Service is not met because of the same Incident, you 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 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.

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 your monthly service fees for that Service or Service Resource, as applicable, in the billing month.

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.

If you purchased a Service from a reseller, you will receive a service credit directly from your reseller and the reseller will receive a Service Credit directly from us. The Service Credit will be based on the estimated retail price for the applicable Service, as determined by us in our reasonable discretion.

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

  1. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center);
  2. That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
  3. That result from connecting to a serverless database that is pausing, paused or resuming.
  4. Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised;
  5. During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using Microsoft subscription credits;
  6. That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices;
  7. That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your 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 our published guidance;
  8. That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist);
  9. That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior;
  10. Due to your use of Service features that are outside of associated Support Windows; or
  11. For licenses reserved, but not paid for, at the time of the Incident.
  12. Your initiated operations such as restart, stop, start, failover, scale compute, and scale storage that incur downtime are excluded from the uptime calculation.
  13. Monthly maintenance window that incurs a downtime to patch your server and infrastructure is excluded from the uptime calculation.

Services purchased through Open, Open Value, and Open Value Subscription volume licensing agreements, and Services in an Office 365 Small Business Premium suite purchased in the form of a product key are not eligible for Service Credits based on service fees. For these Services, any Service Credit that you may be eligible for will be credited in the form of service time (i.e., days) as opposed to service fees, and any references to “Applicable Monthly Service Fees” is deleted and replaced by “Applicable Monthly Period.”

新增定義

單一執行個體公告維護」係指與影響單一執行個體之網路、硬體及服務維護或升級相關的停機期間。本公司將於此類停機時間開始至少五 (5) 日前發布通知或提醒。

可用性設定組」係部署於不同容錯網域之兩個或多個虛擬機器,可避免單一失敗點。

容錯網域」係指可共用電源、網路連線等共通資源之伺服器集合。

單一執行個體」的定義為未部署在可用性設定組中,或僅於可用性設定組中部署一個執行個體之任何單一 Microsoft Azure 虛擬機器。

虛擬機器」係指永久有效之執行個體類型,其可供個別部署,或部署為可用性設定組的一部分。

虛擬機器連線」係指使用虛擬機器針對允許之流量設定的 TCP 或 UDP 通訊協定,在虛擬機器與其他 IP 位址之間的雙向網路流量。這些 IP 位址可以是與虛擬機器相同之雲端服務中的 IP 位址、與虛擬機器相同之虛擬網路中的 IP 位址,或是公用、可路由之 IP 位址。

虛擬機器的每月上線時間計算及服務等級

當月分鐘數」係指在計費月份期間,針對在相同可用性設定集中部署兩個或多個執行個體之所有網際網路對向虛擬機器的總累積分鐘數。可用分鐘數上限是從相同可用性設定集至少兩個虛擬機器因從客戶起始動作啟動時,至客戶起始可能造成停止或刪除虛擬機器的動作為止所衡量出來的時間。

停機時間」係指沒有虛擬機器連線之可用分鐘數上限部分的總累積分鐘數。

虛擬機器之「每月上線時間百分比」的計算方式為計費月份中,特定 Microsoft Azure 訂閱之可用分鐘數上限減掉停機時間,再除以可用分鐘數上限。每月上線時間百分比係以下列公式表示:

每月上線時間 % = (可用分鐘數上限 - 停機時間)/可用分鐘數上限

下列服務等級及服務折讓亦適用於客戶對虛擬機器之使用:

每月上線時間百分比 服務折讓
< 99.95% 10%
< 99% 25%

單一執行個體虛擬機器的每月上線時間計算及服務等級

當月分鐘數」係指特定月份中的總分鐘數。

停機時間」係指屬於當月分鐘數之一部分的時間內,沒有虛擬機器連線之總累積分鐘數。停機時間不包括單一執行個體公告維護。

每月上線時間百分比」的計算方法是對其所有磁碟均使用 Premium 儲存體的單一執行個體虛擬機器,以 100% 減掉其發生停機時間的當月分鐘數百分比。

每月上線時間 % = 100% - (當月分鐘數 - 停機時間) / 當月分鐘數

下列服務等級及服務折讓亦適用於客戶對單一執行個體虛擬機器之使用:

每月上線時間百分比 服務折讓
< 99.9% 10%
< 99% 25%

版本記錄

1.9 上次更新:2020 年 7 月
版本資訊:說明對以儲存類型為基礎之單一執行個體虛擬機器的保證。為可用性設定組內的虛擬機器新增共用磁碟的例外。

1.8 上次更新:2018 年 3 月
版本資訊:為部署於兩個或更多可用性區域內的虛擬機器新增了 SLA。

1.7 上次更新:2018 年 3 月
版本資訊:已刪除不包含有關單一執行個體之虛擬機器維護的停機時間。

1.6 上次更新:2017 年 4 月
版本資訊:在每月上線時間可用性公式中加入「X 100」,修正錯字。

1.5 上次更新:2017 年 3 月
版本資訊:SLA 已改善為若上線時間低於 95% 便加入 100% 的服務折讓保證,並從單一執行個體 SLA 上應使用 Premium 儲存體的要求中排除暫時性磁碟。

1.4 上次更新:2016 年 11 月
版本資訊:與可用分鐘數上限相關之更新

1.3 上次更新:2016 年 11 月
版本資訊:增訂新的單一執行個體虛擬機器 SLA

1.2 上次更新:2016 年 7 月
版本資訊:更新 SLA,以加入虛擬機器連線

1.1 上次更新:2016 年 4 月
版本資訊:將虛擬機器區段從雲端服務 SLA 移至虛擬機器 SLA

1.0 上次更新:2015 年 3 月