Service Level Agreement
Effective Date: July 30, 20251
This Service Level Agreement (“SLA”) defines the service availability metrics and compensation plan for the Enterprise Email Service (also referred to as “Alibaba Mail”) and the Sendify Service (“Sendify”) purchased by users through the DingStore website.
Please note that this Service Level Agreement does not apply to service packages billed on a pay-as-you-go basis or to free services within the aforementioned offerings.
The Service Provider reserves the right to amend the terms of this SLA. In the event of any amendments to the SLA terms, we will notify you 30 days in advance via website announcement or email. If you do not agree with the amendments made by the Service Provider to the SLA, you have the right to discontinue use of the corresponding services. Continued use of such services shall be deemed acceptance of the amended SLA.
This Service Level Agreement may be translated into multiple language versions. In the event of any discrepancies between versions, the English version shall prevail.
1. Enterprise Email Service Level Agreement
1. Definition
Service Unavailability: If the customer fails to send or receive emails via any of SMTP, POP, IMAP, or Webmail for a duration of one minute, the service shall be deemed unavailable.
Service Period: One service period is defined as one calendar month. If the customer uses the Service for less than one month, the cumulative usage time within that month shall be regarded as one Service Period.
Total Minutes in a Service Period: Calculated as the total number of days in the Service Period multiplied by 24 (hours) * 60 (minutes).
Service Unavailability Minutes: means the sum of unavailable minutes for a specific email account within one Service Period.
Monthly Service Fee: The service fee paid by the customer for a single email account within one calendar month. If the customer purchases more than one email account, each email account shall be calculated separately. If the customer pays the service fee for multiple months in a lump sum, the Monthly Service Fee shall be apportioned according to the number of months purchased.
2. Service Availability
Service Availability shall be calculated individually for each email account, as outlined below:
Service Availability = ((Total Service Period Minutes - Service Unavailable Minutes) / Total Service Period Minutes) * 100%.
The Enterprise Email Service Availability shall not be less than 99.90%. If the above availability commitment is not met, the customer may obtain compensation in accordance with the provisions of Article 3 below. The scope of compensation excludes service unavailability caused by the following reasons:
I.
Sending emails with malicious effects such as phishing, fraud, viruses, suspected service abuse, or sending large volumes of spam, resulting in RBL blacklisting and damage to the Service Provider’s channel reputation;
II.
System Maintenance conducted after prior notification to the customer, including cutover, repair, upgrade, and simulated fault drill;
III.
Network, equipment failure, or configuration adjustment caused outside the Service Provider’s equipment;
IV.
Customer’s application being affected by a hacker attack;
V.
Loss or leakage of data, passwords, or other credentials caused by improper customer maintenance or confidentiality;
VI.
Negligence by the customer or operations authorized by the customer;
VII.
Failure of the customer to follow the Service Provider’s product usage documentation or usage recommendations;
VIII.
Force majeure event.
3. Compensation Plan
3.1 Compensation Criteria
Based on the monthly service availability of each email account, the compensation amount shall be calculated according to the standards in the table below. Compensation shall be provided exclusively in the form of vouchers applicable to the purchase of Enterprise Email products, and the total compensation shall not exceed 50% of the Monthly Service Fee paid by the customer for the email account in the month during which the service availability commitment was not met (excluding fees offset by vouchers).
Service Availability | Compensation Voucher Amount |
Below 99.90% but equal to or above 99.00% | 10% of the Monthly Service Fee |
Below 99.00% but equal to or above 95.00% | 20% of the Monthly Service Fee |
Below 95.00% | 50% of the Monthly Service Fee |
3.2 Compensation Claim Deadline
Customers may submit a compensation claim for Enterprise Email service availability not met in the previous month after the fifth (5th) working day of each month. Compensation claims must be submitted within two (2) months following the end of the relevant month in which the Enterprise Email service availability was not met; claims submitted after this deadline will not be accepted.
II. Sendify Service Level Agreement
1. Definition
Service Period: Sendify service availability is calculated based on the service period, with one service period defined as one Calendar Month. If the customer uses the Sendify service for less than one month, the cumulative usage time within that month shall be considered as one Service Period.
Failed Requests: Requests that fail to send due to reasons attributable to the Service Provider’s system.
Valid Request: A request in which the user connects to the Service Provider's server and successfully authenticates.
Error Rate per 5 Minutes: Calculated in 5-minute intervals as follows:
Error Rate per 5 Minutes = (Number of Failed Requests per 5 Minutes / Total Valid Requests per 5 Minutes)*100%
Monthly Service Fee: The fee incurred for the use of Sendify services under a customer's DingStore account within a Calendar Month.
2. Service Availability
2.1 Service Availability Calculation Method
Sendify service availability is calculated over the Service Period based on the customer's DingStore account. It is determined by averaging the error rates per 5 minutes within the Service Period, calculated as the sum of the 5-minute error rates divided by the total number of 5-minute intervals in the Service Period, thereby deriving the Service Availability as follows:
Service Availability = (1 - (∑ Error Rate per 5 Minutes during the Service Period / Total Number of 5-Minute Intervals during the Service Period))*100%
(Note: The total number of 5-minute intervals within the Service Period = 12 * 24 * the number of days in the Service Period)
2.2 Service Availability Commitment
The Service Availability of Sendify shall not be less than 99.90%. If the service fails to meet the aforementioned availability commitment, the customer may claim compensation in accordance with the provisions of Article 3 below. The scope of compensation excludes service unavailability caused by the following reasons:
I.
User complaints by third parties due to sending emails with malicious effects such as phishing, fraud, viruses, suspected service abuse, or sending large volumes of spam, resulting in RBL blacklisting and damage to the Service Provider’s channel reputation;
II.
System maintenance conducted by the Service Provider after prior notification to the customer, including cutover, repair, upgrade, and simulated fault drills;
III.
Caused by network or equipment failure, or configuration adjustment outside the Service Provider's equipment;
IV.
Caused by the customer's application being subjected to a hacker attack;
V.
Caused by the customer's improper maintenance or confidentiality resulting in loss or leakage of data, passwords, or passcodes;
VI.
Caused by the customer's negligence or operations authorized by the customer;
VII.
Caused by the customer's failure to comply with the Service Provider's product rules, specifications, or usage guidelines;
VIII.
Caused by force majeure.
3 Compensation Plan
3.1 Compensation Standards
Each user’s compensation amount shall be calculated based on the Monthly Service Availability according to the standards set forth in the table below. Compensation shall be limited to vouchers for purchasing Sendify products, and the total compensation shall not exceed 50% of the Monthly Service Fee paid by the customer for Sendify services in the month when the Service Availability commitment was not met (excluding fees offset by vouchers).
Service Availability | Compensation Voucher Amount |
Below 99.90% but equal to or greater than 99.00% | 10% of the Monthly Service Fee |
Below 99.00% but equal to or greater than 95.00% | 20% of the Monthly Service Fee |
Below 95.00% | 50% of the Monthly Service Fee |
3.2 Compensation Claim Deadline
Customers may submit a Compensation Claim for services that failed to meet availability in the previous month after the fifth (5th) business day of each month. Compensation Claims must be submitted within two months following the end of the relevant month during which the service availability was not met. Claims submitted after this deadline will not be accepted.
