Windows Azure Service Bus Service Level Agreement (SLA)

1. Standard terms applicable to all Service Levels outlined herein:

a. Definitions

a.i. “Basic Notification Hub Tier” refers to an offering of the Service Bus Notification Hubs Service provided to Customer under a paid model in which resource quotas, including but not limited to operations throttles and a maximum number of active devices, are determined by the number of units purchased.

a.ii. “Claim” means a claim submitted by Customer to 21Vianet pursuant to this SLA that a Service Level has not been met and that a Service Credit may be due to Customer.

a.iii. “Customer” refers to the organization that has signed an agreement (“Agreement”) under which it has purchased Windows Azure Service Bus Services from 21Vianet.

a.iv. “Customer Support” means the services by which 21Vianet may provide assistance to Customer to resolve issues with the Services.

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

a.vi. “Free Notification Hub Tier” refers to an offering of the Service Bus Notification Hubs Service provided to Customer at no charge and in which performance is subject to resource limits, including but not limited to operations throttles and a maximum number of active devices.

a.vii. “Incident” means any set of circumstances resulting in a failure to meet a Service Level.

a.viii. “Message” refers to any user-defined content sent or received through Service Bus Relays, Queues, Topics, or Notification Hubs, using any protocol supported by Service Bus.

a.ix. “21Vianet” means the 21Vianet entity that signed Customer’s Agreement.

a.x. “Preview” refers to a preview, beta, or other pre-release version of a service or software offered by 21Vianet to obtain customer feedback.

a.xi. “Service” or “Services” refers to the Service Bus Relay, Queues and Topics, and/or Notification Hubs services provided to Customer pursuant to the Agreement. a.xii. “Service Credit” is the percentage of the monthly service fees for the Service that is credited to Customer for a validated Claim.

a.xiii. “Service Level” means standards 21Vianet chooses to adhere to and by which it measures the level of service it provides as specifically set forth below.

a.xiv. “Standard Notification Hub Tier” refers to an offering of the Service Bus Notification Hubs Service provided to Customer under a paid model in which resource quotas, including but not limited to operations throttles and a maximum number of active devices, are determined by the number of units purchased.

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

b. Service Credit Claims

b.i. 21Vianet provides this SLA subject to the following terms. These terms will be fixed for the duration of the initial term of the subscription. If a subscription is renewed, the version of this SLA that is current at the time the renewal term commences will apply throughout the renewal term. Customer can review the most current version of the SLA and related terms at any time by visiting here.

b.ii. To submit a Claim, Customer must contact Customer Support and provide notice of its intention to submit a Claim. Customer must provide to Customer Support all reasonable details regarding the Claim, including but not limited to detailed descriptions of the Incident(s), the duration of the Incident, network trace routes, the URL(s) affected and any attempts made by Customer to resolve the Incident.

b.iii. In order for 21Vianet to consider a Claim, Customer must submit the Claim, including sufficient evidence to support the Claim, by the end of the billing month following the billing month in which the Incident which is the subject of the Claim occurs.

b.iv. 21Vianet will use all information reasonably available to it to validate Claims and make a good faith judgment on whether the SLA and Service Levels apply to the Claim.

b.v. In the event that more than one Service Level is not met because of the same Incident, Customer must choose only one Service Level under which a Claim may be made based on that Incident, and no other Claim under any other Service Level will be accepted for that Incident.

c. SLA Exclusions c.i. This SLA and any applicable Service Levels do not apply to any performance or availability issues:

c.i.1. Due to factors outside 21Vianet’s reasonable control (for example, a network or device failure external to 21Vianet’s data centers, such as a failure of the .cn domain registry);

c.i.2. That resulted from Customer’s use of hardware, software, or services not provided by 21Vianet in connection with Windows Azure services (for example, third-party services purchased from the Azure Store);

c.i.3. Due to Customer’s use of the Service in a manner inconsistent with 21Vianet’s published documentation or guidance;

c.i.4. Caused by Customer’s use of the Service after 21Vianet advised Customer to modify its use of the Service, if Customer did not modify its use as advised;

c.i.5. During or with respect to Previews (as determined by 21Vianet); or

c.i.6. Attributable to acts by persons gaining unauthorized access to 21Vianet’s services by means of Customer’s passwords or equipment or otherwise resulting from Customer’s failure to follow appropriate security practices.

d. Service Credits

d.i. The amount and method of calculation of Service Credits is described below in connection with each Service Level description.

d.ii. Service Credits are Customer’s sole and exclusive remedy for any failure by 21Vianet to meet any Service Level.

d.iii. The Service Credits awarded in any billing month shall not, under any circumstance, exceed Customer’s monthly Service fees for the relevant Service.

d.iv. For Services purchased as part of a suite, the Service Credit will be based on the pro-rata portion of the cost of the Service, as determined by 21Vianet in its reasonable discretion. In cases where Customer has purchased Services from a reseller, the Service Credit will be based on the estimated retail price for the applicable Service, as determined by 21Vianet in its reasonable discretion.

d.v. Service Credits for this SLA will only be calculated against monthly fees associated with Service Bus Services usage (not including data transfer). 2. Service Levels

a. Monthly Relay Service Level (Availability Uptime)

a.i. Definitions

a.i.1. “Deployment Minutes” is the total number of minutes that a given Relay has been deployed in Windows Azure during a billing month.

a.i.2. “Downtime” is the total accumulated Deployment Minutes across all Relays deployed by Customer in a given Windows Azure subscription, during which the Relay is unavailable. A minute is considered unavailable for a given Relay if all continuous attempts to establish a connection to the Relay throughout the minute either return an Error Code or do not result in a Success Code within five minutes, other than as the result of an SLA Exclusion.

a.i.3. “Maximum Available Minutes” is the sum of all Deployment Minutes across all Relays deployed by Customer in a given Windows Azure subscription during a billing month.

a.i.4. “Monthly Uptime Percentage” for a specific Windows Azure subscription in a given billing month is the total number of Maximum Available Minutes less Downtime divided by Maximum Available Minutes in the billing month. Monthly Uptime Percentage is reflected by the following formula:

a.ii. Monthly Relay Service Levels

Monthly Uptime Percentage Service Credit* (Availability Uptime) <99.9% 10% <99% 25% *Service Credit applies only to monthly usage charges for Windows Azure Service Bus Relay Services for a given subscription (i.e., does not apply to charges for other features such as Windows Azure Storage).

b. Monthly Queues and Topics Service Level (Performance Uptime)

b.i. Definitions

b.i.1. “Deployment Minutes” is the total number of minutes that a given Queue or Topic has been deployed in Windows Azure during a billing month. b.i.2. “Downtime” is the total accumulated Deployment Minutes, across all Queues and Topics deployed by Customer in a given Windows Azure subscription, during which the Queue or Topic is unavailable. A minute is considered unavailable for a given Queue or Topic if all continuous attempts to send or receive Messages or perform other operations on the Queue or Topic throughout the minute either return an Error Code or do not result in a Success Code within five minutes, other than as the result of an SLA Exclusion.

b.i.3. “Maximum Available Minutes” is the sum of all Deployment Minutes across all Queues and Topics deployed by Customer in a given Windows Azure subscription during a billing month.

b.i.4. “Monthly Uptime Percentage” for a specific Windows Azure subscription in a given billing month is the total number of Maximum Available Minutes less Downtime divided by Maximum Available Minutes in the billing month. Monthly Uptime Percentage is reflected by the following formula:

b.ii. Monthly Queues and Topics Service Levels

Monthly Uptime Percentage Service Credit** (Performance Uptime) <99.9% 10% <99% 25% **Service Credit applies only to monthly usage charges for Windows Azure Service Bus Queues and Topics Services for a given subscription (i.e., does not apply to charges for other features such as Windows Azure Storage). c. Monthly Notification Hub Service Level (Performance Uptime)

c.i. Definitions

c.i.1. “Deployment Minutes” is the total number of minutes that a given Notification Hub has been deployed in Windows Azure during a billing month.

c.i.2. “Downtime” is the total accumulated Deployment Minutes, across all Notification Hubs deployed by Customer in a given Windows Azure subscription under a Basic or Standard Notification Hub Tier, during which the Notification Hub is unavailable. A minute is considered unavailable for a given Notification Hub if all continuous attempts to send notifications or perform registration management operations with respect to the Notification Hub throughout the minute either return an Error Code or do not result in a Success Code within five minutes, other than as the result of an SLA Exclusion.

c.i.3. “Maximum Available Minutes” is the sum of all Deployment Minutes across all Notification Hubs deployed by Customer in a given Windows Azure subscription under a Basic or Standard Notification Hub Tier during a billing month.

c.i.4. “Monthly Uptime Percentage” for a specific Windows Azure subscription in a given billing month is the total number of Maximum Available Minutes less Downtime divided by Maximum Available Minutes in the billing month. Monthly Uptime Percentage is reflected by the following formula:

c.ii. Monthly Notification Hub Service Levels

Monthly Uptime Percentage Service Credit*** (Performance Uptime) <99.9% 10% <99% 25% ***Service Credit applies only to monthly usage charges for Windows Azure Service Bus Basic and Standard Notification Hub Tiers in a given subscription (i.e., does not apply to charges for other features such as Windows Azure Storage).