Vendors › Alibaba Cloud
Alibaba Cloud SLA
99.997%
Uptime commitment
100%
Max service credit
30d
Claim window
Manual
Credit application
standard
Min plan for SLA
Service credit policy
Calculation: tiered · Remedy: credit · Max 100%
| If monthly uptime falls below | Service credit |
|---|---|
| 99.99% | 10% |
| 99% | 25% |
| 95% | 100% |
How to claim
| Submission method | Ticket System — ticket.console.aliyun.com ↗ |
|---|---|
| Deadline (submission) | 30 days — Submit within 30 days of incident |
| Review timeline | 15 business days |
| Credit applied | Applied to next invoice |
Required evidence: Account ID, Affected services, Incident timestamps, Impact description.
Services (49)
| Service | Category | Uptime | SLA |
|---|---|---|---|
| ApsaraDB RDS (Multi-Zone) HA Edition across 2+ zones (99.997% for 3+ zones) | Database | 99.995% | eligible |
| ApsaraDB RDS (Single Zone) HA Edition in single zone | Database | 99.99% | eligible |
| Container Service for Kubernetes (ACK) HA clusters across multiple zones | Compute | 99.95% | eligible |
| Disk (Cloud Disks) Block storage attached to ECS | Storage | 99.995% | eligible |
| ECS (Multi-Zone) Instances across multiple zones | Compute | 99.995% | eligible |
| ECS (Single Instance) Individual ECS instances | Compute | 99.975% | eligible |
| Express Connect Dedicated physical connections | Networking | 99.95% | eligible |
| Function Compute Serverless function execution | Compute | 99.95% | eligible |
| NAT Gateway NAT Gateway services | Networking | 99.95% | eligible |
| Object Storage Service (OSS) Standard/IA/Archive storage | Storage | 99.995% | eligible |
| PolarDB Cloud-native relational database | Database | 99.99% | eligible |
| PrivateLink Private VPC connectivity | Networking | 99.95% | eligible |
| Server Load Balancer (ALB/NLB Multi-Zone) Application and Network Load Balancers | Networking | 99.995% | eligible |
| Server Load Balancer (CLB Multi-Zone) Classic Load Balancer | Networking | 99.95% | eligible |
| VPN Gateway IPsec-VPN and SSL-VPN | Networking | 99.95% | eligible |
| Elastic Compute Service (ECS) - Multi-Zone | — | 99.995% | — |
| Elastic Compute Service (ECS) - Single Instance | — | 99.975% | — |
| Elastic Block Storage (Cloud Disks) | — | 99.995% | — |
| ApsaraDB RDS - Multi-Zone (3+ zones) | — | 99.997% | — |
| ApsaraDB RDS - Multi-Zone (2 zones) | — | 99.995% | — |
| ApsaraDB RDS - Single Zone | — | 99.99% | — |
| ApsaraDB for Redis | — | 99.99% | — |
| ApsaraDB for MongoDB | — | 99.95% | — |
| Tablestore | — | 99.99% | — |
| AnalyticDB for MySQL | — | 99.95% | — |
| AnalyticDB for PostgreSQL | — | 99.95% | — |
| Elasticsearch | — | 99.9% | — |
| MaxCompute | — | 99.9% | — |
| DataWorks | — | 99.95% | — |
| Log Service | — | 99.9% | — |
| Server Load Balancer (ALB/NLB) - Multi-Zone | — | 99.995% | — |
| Server Load Balancer (CLB) - Multi-Zone | — | 99.95% | — |
| CDN | — | 99.9% | — |
| Message Queue for Apache Kafka | — | 99.95% | — |
| Message Queue for RocketMQ | — | 99.95% | — |
| API Gateway | — | 99.95% | — |
| EventBridge | — | 99.95% | — |
| Machine Learning Platform for AI (PAI) | — | 99.9% | — |
| Model Studio | — | 99.9% | — |
| Intelligent Speech Interaction | — | 99.9% | — |
| Image Search | — | 99.9% | — |
| Security Center | — | 99.9% | — |
| Web Application Firewall (WAF) | — | 99.95% | — |
| Anti-DDoS | — | 99.95% | — |
| Key Management Service (KMS) | — | 99.9% | — |
| Resource Access Management (RAM) | — | 99.9% | — |
| Cloud Monitor | — | 99.9% | — |
| ActionTrail | — | 99.9% | — |
| Resource Orchestration Service (ROS) | — | 99.9% | — |
Support tiers
| Tier | Price | SLA-eligible | Availability |
|---|---|---|---|
| Standard | Included | Yes | Business hours |
| Enterprise | Custom | Yes | 24/7 |
Common exclusions
- Scheduled maintenance
- Force majeure events
- Customer misconfigurations
- Free tier services
- Beta features
Notes
Alibaba Cloud is a Cloud Infrastructure provider. See the official SLA at https://www.alibabacloud.com/help/en/sla.
Found an error or stale SLA? Edit this vendor on GitHub ↗ · View as JSON