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Altium 365 CN 服务水平协议 (SLA)

目录

  1. 定义
  2. 服务水平协议（SLA）
  3. 抵扣金额申请与支付流程
  4. SLA不适用情形

Table of contents

  1. Definitions
  2. SLA
  3. Credit Request and Payment Procedures
  4. SLA Exclusions

本软件即服务水平协议（Software as a Service Level Agreement，以下简称“SLA”）适用于Altium 365的使用。若Altium 365最终用户许可协议或与使用我们服务相关的任何其他协议（以下简称“协议”）与SLA之间存在差异，以本SLA的条款为准，但仅限于冲突部分。 

 

This Software as a Service Level Agreement (hereinafter referred to as the “SLA”) governs the use of Altium 365. In cases where discrepancies arise between the Altium 365 End User License Agreement or any other agreement related to the use of our services (hereinafter referred to as the “Agreement”) and the SLA, the terms of the SLA shall prevail, but only in relation to the conflicting elements. 

1. 定义

1. Definitions

  • “报告周期”指一个日历月。
  • “Reporting Period” means one calendar month.
  • “计划停机时间”指在报告周期内对SaaS服务进行的计划性维护所对应的停机时间，具体安排详见SaaS服务附表。
  • “Scheduled Downtime” refers to scheduled maintenance of the SaaS Services during a Reporting Period, as detailed in this SaaS Services Schedule.
  • “非计划停机时间”指在报告周期内SaaS服务出现的任何不可用时间，但不包括计划停机时间。
  • “Unscheduled Downtime” signifies any SaaS Services unavailability during a Reporting Period, excluding Scheduled Downtime.
  • “核心平台应用”指由Altium 集团运营和拥有的应用程序，但不包括第三方集成和第三方应用。
  • “Core Platform Applications” are the applications operated and owned by Altium Group, excluding third-party integrations and applications.
  • “区域工作时间”指按照中国标准时间的正常工作时间，即上午9:00至下午6:00。
  • “Regional Business Hours” refer to the standard business operating hours (9:00 AM to 6:00 PM),aligned with China Standard Time.
  • “正常运行时间百分比”指从100%中减去报告周期内Altium 365发生非计划停机时间的分钟数所占的百分比。
  • “Uptime Percentage” is calculated by subtracting the percentage of minutes during the Reporting Period in which Altium 365 experienced Unscheduled Downtime from 100%.
  • “服务抵扣金额”指在发生任何非计划停机时间后，从客户下一期账单中扣除的金额。
  • “Service Credit” is a credit that is deducted from the Customer’s next invoice following any Unscheduled Downtime.
  • “不可抗力事件”指任何超出一方合理控制范围的不可预见的事件或情形，包括但不限于：互联网或网络中断、敌对行为的爆发或升级（无论宣战与否）、叛乱、暴动、骚乱、恐怖行为或恐怖威胁、罢工、停工、大规模疫情导致的重大业务或人力资源管理中断，以及火灾、爆炸、地震、海啸、洪水等自然灾害，从而导致一方无法履行其义务。
  • “Force Majeure Event” means the occurrence of any unforeseeable event or circumstances beyond the reasonable control of a Party, including but not limited to an internet or network outage, an outbreak or escalation of hostilities (whether declared or not), acts of rebellion, insurrection or riots, acts or threats of terrorism, strikes, lockouts, major material business or human capital management disruptions caused by a pandemic, natural disasters such as fires, explosions, earthquakes, tidal waves and floods which prevents a Party from complying.

 

2. 服务水平协议（SLA）

2. SLA

Altium 365保证在报告周期内，核心平台应用的正常运行时间百分比至少达到99.5%，不包括计划停机时间。有关计划内维护的信息将在https://status.altium365.com.cn 上进行公布。计划停机时间将至少提前5个工作日通知，并尽可能安排在周末和节假日进行。在任何报告周期内，核心平台应用在区域工作时间内的计划停机时间不得超过60分钟。如果Altium 365未能满足此保证，客户将有资格获得服务抵扣金额。Altium 365 warrants an Uptime Percentage of at least 99.5% for Core Platform Applications during the Reporting Period excluding Scheduled Downtime. Information about scheduled maintenance will be communicated on https://status.altium365.com.cn  Scheduled Downtime will be organized at least 5 Business Days in advance and will be scheduled to occur on weekends and holidays whenever possible. Scheduled Downtime will not exceed 60 minutes during Regional Business Hours for Core Platform Applications in any Reporting Period. If Altium 365 fails to meet this guarantee, customers become eligible for a Service Credit.

正常运行时间百分比

服务抵扣金额百分比

连续3个月低于99.5%但等于或高于99.0%

A365年度合同收入金额的十二分之一

连续3个月低于99.0%但等于或高于95.0%

A365年度合同收入金额的十二分之二

连续3个月低于 95.0%

A365年度合同收入金额的十二分之三

Uptime Percentage

Service Credit Percentage

Less than 99.5% but equal to or greater than 99.0% over 3 consecutive months

1/12th of annual contract value for A365 revenue

Less than 99.0% but equal to or greater than 95.0% over 3 consecutive months

2/12th of the annual contract value for A365 revenue

Less than 95.0% over 3 consecutive months

3/12th of the annual contract value for A365 revenue

 

3. 抵扣金额申请与支付流程

3. Credit Request and Payment Procedures

如需申请服务抵扣金额，客户必须在发生非计划停机时间的报告周期结束后的三十天内，通过发送电子邮件至cncloud.credit@altium.com提交申请。To claim a Service Credit, customers must submit a claim by sending an email to cncloud.credit@altium.com within thirty days following the end of the Reporting Period in which the Unscheduled Downtime occurred.
SLA 申请必须包含：SLA claims must include:
  • 邮件主题行注明："Altium 365 SLA Credit Request"（Altium 365 SLA抵扣金额申请）。
  • 每次不可用事件影响的日期、时间和区域。
  • 支持所声称故障的请求日志。
  • “Altium 365 SLA Credit Request” in the subject line.
  • The dates, times, and region affected by each unavailability incident.
  • Request logs that support the claimed outage.

敏感或机密信息应用星号（*）替换。

Sensitive or confidential information should be replaced with asterisks.

经我们确认SLA申请有效后，我们将在下一个计费周期抵扣相应的服务抵扣金额。

Upon confirmation of a valid SLA claim by us, we will issue a Service Credit against the next billing cycle.

 

4. SLA不适用情形

4. SLA Exclusions

本SLA不涵盖由以下原因导致的服务不可用情况：超出Altium 365合理商业控制范围的因素、客户的行为或不作为、客户的设备、软件、技术或不可抗力事件。The SLAs do not cover service unavailability that are caused by factors beyond Altium 365’s commercially-reasonable control, actions or inactions of the Customer, or the Customer’s equipment, software, technology, or Force Majeure Event.