存储的服务级别协议

最后更新时间：2022年02月
  • We guarantee that at least 99.99% (99.9% for Cool and Archive* Access Tiers) of the time, we will successfully process requests to read data from Read Access-Geo Redundant Storage (RA-GRS) Accounts, provided that failed attempts to read data from the primary region are retried on the secondary region. Rehydration is not supported on the secondary region.
  • We guarantee that at least 99.9% (99% for Cool and Archive* Access Tiers) of the time, we will successfully process requests to read data from Locally Redundant Storage (LRS), Zone Redundant Storage (ZRS), and Geo Redundant Storage (GRS) Accounts.
  • We guarantee that at least 99.9% (99% for Cool and Archive* Access Tiers) of the time, we will successfully process requests to write data to Locally Redundant Storage (LRS), Zone Redundant Storage (ZRS), and Geo Redundant Storage (GRS) Accounts and Read Access-Geo Redundant Storage (RA-GRS) Accounts.

引言

此世纪互联在线服务的服务级别协议（本"SLA"）是世纪互联批量许可协议（简称"协议"）的一部分。本 SLA 中使用但未定义的术语应沿用其在"协议"中的含义。本 SLA 适用于文中列出的世纪互联在线服务（简称"服务"），但对与服务一起提供、与服务或任一服务中任何本地软件关联的独立品牌服务不适用。

如果我们未达到和保持本 SLA 规定的每种服务的服务级别，那么您可能有资格获得月度服务费用的部分退款。我们不会在您的订阅初始期限内修改您的 SLA 条款；但是，如果您续签订阅，则续签之时现行的本 SLA 的版本将适用于您的续签期。如本 SLA 有任何重大不利变更，我们将至少提前九十 (90) 天予以通知。

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

Additional Definitions

"Average Error Rate" for a billing month is the sum of Error Rates for each hour in the billing month divided by the total number of hours in the billing month.

"Blob Storage Account" is a storage account specialized for storing data as blobs and provides the ability to specify an access tier indicating how frequently the data in that account is accessed.

"Block Blob Storage Account" is a storage account specialized for storing data as block or append blobs on solid-state drives.

"Cool Access Tier" is an attribute of a blob or account indicating it is infrequently accessed and has a lower availability service level than blobs in Hot Access Tier.

"Hot Access Tier" is an attribute of a blob or account indicating it is frequently accessed.

"Excluded Transactions" are storage transactions that do not count toward either Total Storage Transactions or Failed Storage Transactions. Excluded Transactions include pre-authentication failures; authentication failures; attempted transactions for storage accounts over their prescribed quotas; creation or deletion of containers, file shares, tables, or queues; clearing of queues; and copying blobs or files between storage accounts.

"Error Rate" is the total number of Failed Storage Transactions divided by the Total Storage Transactions during a set time interval (currently set at one hour). If the Total Storage Transactions in a given one-hour interval is zero, the error rate for that interval is 0%.

"Failed Storage Transactions" is the set of all storage transactions within Total Storage Transactions that are not completed within the Maximum Processing Time associated with their respective transaction type, as specified in the table below. Maximum Processing Time includes only the time spent processing a transaction request within the Storage Service and does not include any time spent transferring the request to or from the Storage Service.

TRANSACTION TYPES MAXIMUM PROCESSING TIME
PutBlob and GetBlob (includes blocks and pages) Get Valid Page Blob Ranges Two (2) seconds multiplied by the number of MBs transferred in the course of processing the request.
PutFile and GetFile Two (2) seconds multiplied by the number of MBs transferred in the course of processing the request.
Copy Blob Ninety (90) seconds (where the source and destination blobs are within the same storage account).
Copy File Ninety (90) seconds (where the source and destination files are within the same storage account).

PutBlockList GetBlockList

 Sixty (60) seconds.
Table Query List Operations Ten (10) seconds (to complete processing or return a continuation)
Batch Table Operations Thirty (30) seconds
All Single Entity Table Operations All other Blob, File and Message Operations Two (2) seconds

These figures represent maximum processing times. Actual and average times are expected to be much lower.

Failed Storage Transactions do not include:

  1. Transaction requests that are throttled by the Storage Service due to a failure to obey appropriate back-off principles.
  2. Transaction requests having timeouts set lower than the respective Maximum Processing Times specified above.
  3. Read transactions requests to RA-GRS Accounts for which you did not attempt to execute the request against Secondary Region associated with the storage account if the request to the Primary Region was not successful.
  4. Read transaction requests to RA-GRS Accounts that fail due to Geo-Replication Lag.

"Geo Replication Lag" for GRS and RA-GRS Accounts is the time it takes for data stored in the Primary Region of the storage account to replicate to the Secondary Region of the storage account. Because GRS and RA-GRS Accounts are replicated asynchronously to the Secondary Region, data written to the Primary Region of the storage account will not be immediately available in the Secondary Region. You can query the Geo Replication Lag for a storage account, but 21Vianet does not provide any guarantees as to the length of any Geo Replication Lag under this SLA.

"Geographically Redundant Storage (GRS) Account" is a storage account for which data is replicated synchronously within a Primary Region and then replicated asynchronously to a Secondary Region. You cannot directly read data from or write data to the Secondary Region associated with GRS Accounts.

"Locally Redundant Storage (LRS) Account" is a storage account for which data is replicated synchronously only within a Primary Region.

"Primary Region" is a geographical region in which data within a storage account is located, as selected by you when creating the storage account. You may execute write requests only against data stored within the Primary Region associated with storage accounts.

"Read Access Geographically Redundant Storage (RA-GRS) Account" is a storage account for which data is replicated synchronously within a Primary Region and then replicated asynchronously to a Secondary Region. You can directly read data from, but cannot write data to, the Secondary Region associated with RA-GRS Accounts.

"Secondary Region" is a geographical region in which data within a GRS or RA-GRS Account is replicated and stored, as assigned by 21Vianet Azure based on the Primary Region associated with the storage account. You cannot specify the Secondary Region associated with storage accounts.

"Total Storage Transactions" is the set of all storage transactions, other than Excluded Transactions, attempted within a one-hour interval across all storage accounts in the Storage Service in a given subscription.

"Zone Redundant Storage (ZRS) Account" is a storage account for which data is replicated across multiple facilities. These facilities may be within the same geographical region or across two geographical regions.

Monthly Uptime Percentage:Monthly Uptime Percentage is calculated using the following formula:

100% - Average Error Rate

Service Credit – Hot Blobs in LRS, ZRS, GRS and RA-GRS (write requests) Accounts, blobs in Block Blob Storage Accounts, and files in storage accounts:

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT
<99.9% 10%
<99% 25%

Service Credit – Hot Blobs in RA-GRS (read requests) Accounts:

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT
<99.99% 10%
<99% 25%

Service Credit – Cool Blobs in LRS, GRS, RA-GRS (write requests) Accounts:

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT
<99% 10%
<98% 25%

Service Credit – Cool Blobs in RA-GRS (read requests) Accounts:

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT
<99.9% 10%
<98% 25%

Service Credit – Archive Blobs in LRS, GRS, RA-GRS (write requests) Accounts:

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT
<99% 10%
<98% 25%

Service Credit – Archive Blobs in RA-GRS (read requests) Accounts:

MONTHLY UPTIME PERCENTAGE SERVICE CREDIT
<99.9% 10%
<98% 25%

* Cool and Archive SLA are applicable only to storage account types that support Cool and Archive tier.

版本历史记录

1.5最后更新日期：2022 年 2月

发布说明：Addition of files in storage accounts to the list of features covered by uptime guarantee.

1.3最后更新日期：2019 年 5月

发布说明：更新了块 Blob 存储帐户的服务级别协议。

1.2 最后更新日期：2017 年 8 月

发布说明：对服务级别进行了更新，以反映 Azure 文件储存的保障。

1.1 最后更新日期：2016 年 8 月

发布说明：于 2016 年 8 月 9 日修订了新推出的带冷访问层的 Blob 存储帐户的服务级别协议。

1.0 最后更新日期：2016 年 3 月