该服务水平协议（“ SLA”）遵守您使用Nutanix Draas（“服务”）的Nutanix许可证和服务协议（“协议”）。本SLA中未定义的所有资本化术语均具有协议中赋予它们的含义。
定义
Billing Cycle是指根据权利中定义的适用于您的服务的重复每月期限。
Recovery Planis a unit of failover.
恢复时间目标（RTO）means the ability to activate a Recovery Plan within the time frame specified in our Service Commitments, during a planned or unplanned failover scenario. Recovery plan activation time is measured from the time of receipt of an activation command (via UI or API) to the time when the VMs in the Recovery Plan have their virtual machines in a powered on state on the Service.
恢复点目标（RPO）means the ability to successfully recover from a Snapshot taken within the time frame selected by You on the Service as a virtual machine in powered on state, during unplanned failover scenarios.
地区是指我们发布的数据中心的地理位置，并由您选择为服务。
Snapshotmeans an archival copy of Your storage volume, database or VMs.
服务承诺定义为以下内容：
We will use Our commercially reasonable efforts to meet the following Service Commitments to You for the respective actions and features of the Service:
| RTO | < 1 hour |
| RPO | 基本：大于或等于24小时 高级：4小时-24小时（大于或等于4小时，但小于24小时） 高级：5分钟-15分钟和1小时-4小时（大于或等于5分钟，小于或等于15分钟或大于或大于或等于1小时，但小于4小时） |
Remedies
以下服务信用是您对本SLA下任何服务的任何性能或可用性问题的独家补救措施。他们是每个计费周期的总服务信用额度，而不管每个计费周期的服务不可用事件的数量。
| 每个计费周期违反RTO的数量 | 服务信用 |
| 1-3 | 10% |
| >3 | 50％ |
| Number of RPO violations per Billing Cycle | 服务信用 |
| 1-3 | 10% |
| >3 | 50％ |
Limitations
该SLA和任何适用的服务承诺不适用于由以下方式引起的任何绩效或可用性问题
- 我们无法控制的因素（例如，自然灾害，战争，恐怖主义行为，骚乱，政府行动，网络失败或我们不拥有和运营的设备，包括在您的网站或您的网站和我们的数据中心之间）；
- Your use of services, hardware, or software not provided by Us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services;
- Your use of the Service inconsistent with applicable service descriptions and guidance provided by Us in connection with the Cloud Services or Your violation of the Agreement;
- Your action (or inaction when required), including failure to properly configure Your Content or assets (virtual or physical), failure to follow applicable policies, including acceptable use, failure to provision adequate bandwidth or compute resources, failure to secure your credentials, and failure to follow required security practices;
- VMs for which the replication of a Snapshot to the Service has not been fully completed or for which the RPO has been changed within the preceding 24 hours;
- “预定维护”，意味着在必要时进行计划维护，以提高服务的质量和安全性。预定的维护将提前7个日历天通讯，并将安排在一个地区的标准营业时间之外。Nutanix将努力最大程度地减少您在预定维护期间使用该服务的能力的任何影响
- “紧急维护”，这意味着要维持连续性或避免对服务的干扰所需的维护。Nutanix将努力最大程度地减少此类紧急维护，并对您在紧急维护期间使用该服务的能力产生任何影响；
- FAILEND操作（适用于RPO＆RTO）；
- Use of the Service to protect VMs in quantity in excess of allowable maximum for the Service;
- Staggered delays, custom execution scripts, database startups and Recovery Plans with configurations in excess of (i) 200 protected VMs, (ii) daily data rate change of 200 Mbps for VPN based connectivity assuming uniform distribution during the day, (iii) daily data rate change of 300 Mbps for Direct Connect based connectivity assuming uniform distribution during the day, and/or (iv) 5 parallel recovery plans;
- 您使用无需服务服务
服务信用Claims
You may initiate a claim for Service Credit by opening a support case. To help Us evaluate Your request, please include detailed information substantiating the claim, including
- Description of the incident that you believe caused SLA violation
- Time, and Region of the incident
- 受影响的VM，用户和任何其他适用的实体
- Screenshots of the incident that depict your attempt to use the Service and the response from Service
- 任何适用的日志文件
恢复可用性，RTO和RPO违规的服务信用将被计算为那些经历RTO或RPO违规的VM的计费周期费用百分比。服务信贷是在批准服务信贷请求后，适用于下一个帐单周期的美元金额。
服务信贷将在确认服务信用请求的计费周期之后的下一个帐单周期中作为信用额度应用，并且必须在应用或无效的同一计费周期中使用。服务信用仅适用于为无法获得服务的服务所支付的费用。
您必须在事件发生后30天内提交服务信贷索赔。
Once you provide all the information in the claim, Nutanix will process the claim within 30 days from the day when the last supporting documentation is received.
如果您的索赔有资格获得服务信贷，Nutanix将将服务信贷应用于您的帐户，并将特定服务应用于下一个可用的帐单周期。