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Credit-backed
Publishes an SLA backed by tiered service credits: 99.975% uptime, credits up to 100%.
Source: official SLA ↗ · checked 2026-06-23 · View as JSON
99.975%
Uptime
100%
Max credit
60d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Ticket System · alibabacloud.com/support
Deadline
60 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 49
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
ApsaraDB RDS - Multi-Zone (3+ zones)
—
99.997%
not covered
ApsaraDB RDS (Multi-Zone)
HA Edition across 2+ zones (99.997% for 3+ zones)
Database
99.995%
covered
ECS (Multi-Zone)
Instances across multiple zones
Compute
99.995%
covered
Object Storage Service (OSS)
Standard/IA/Archive storage
Storage
99.995%
covered
Server Load Balancer (ALB/NLB Multi-Zone)
Application and Network Load Balancers
Networking
99.995%
covered
Elastic Compute Service (ECS) - Multi-Zone
—
99.995%
not covered
ApsaraDB RDS - Multi-Zone (2 zones)
—
99.995%
not covered
Server Load Balancer (ALB/NLB) - Multi-Zone
—
99.995%
not covered
ApsaraDB RDS (Single Zone)
HA Edition in single zone
Database
99.99%
covered
PolarDB
Cloud-native relational database
Database
99.99%
covered
ApsaraDB RDS - Single Zone
—
99.99%
not covered
ApsaraDB for Redis
—
99.99%
not covered
ECS (Single Instance)
Individual ECS instances
Compute
99.975%
covered
Elastic Compute Service (ECS) - Single Instance
—
99.975%
not covered
Container Service for Kubernetes (ACK)
HA clusters across multiple zones
Compute
99.95%
covered
Express Connect
Dedicated physical connections
Networking
99.95%
covered
Function Compute
Serverless function execution
Compute
99.95%
covered
NAT Gateway
NAT Gateway services
Networking
99.95%
covered
PrivateLink
Private VPC connectivity
Networking
99.95%
covered
Server Load Balancer (CLB Multi-Zone)
Classic Load Balancer
Networking
99.95%
covered
VPN Gateway
IPsec-VPN and SSL-VPN
Networking
99.95%
covered
ApsaraDB for MongoDB
—
99.95%
not covered
AnalyticDB for MySQL
—
99.95%
not covered
DataWorks
—
99.95%
not covered
Server Load Balancer (CLB) - Multi-Zone
—
99.95%
not covered
Message Queue for Apache Kafka
—
99.95%
not covered
Message Queue for RocketMQ
—
99.95%
not covered
API Gateway
—
99.95%
not covered
Security Center
—
99.95%
not covered
Web Application Firewall (WAF)
—
99.95%
not covered
Anti-DDoS
—
99.95%
not covered
Key Management Service (KMS)
—
99.95%
not covered
Tablestore
—
99.9%
not covered
AnalyticDB for PostgreSQL
—
99.9%
not covered
Elasticsearch
—
99.9%
not covered
MaxCompute
—
99.9%
not covered
Log Service
—
99.9%
not covered
CDN
—
99.9%
not covered
Machine Learning Platform for AI (PAI)
—
99.9%
not covered
Model Studio
—
99.9%
not covered
Intelligent Speech Interaction
—
99.9%
not covered
Cloud Monitor
—
99.9%
not covered
Disk (Cloud Disks)
Block storage attached to ECS
Storage
—
covered
Elastic Block Storage (Cloud Disks)
—
—
not covered
EventBridge
—
—
not covered
Image Search
—
—
not covered
Resource Access Management (RAM)
—
—
not covered
ActionTrail
—
—
not covered
Resource Orchestration Service (ROS)
—
—
not covered
Notes — Alibaba Cloud is a Cloud Infrastructure provider. Alibaba Cloud publishes a separate SLA per product rather than a single canonical index; the representative Elastic Compute Service (ECS) SLA is at https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement.
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