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        "id": "ram",
        "name": "Resource Access Management (RAM)",
        "category": null,
        "description": null,
        "sla_url": "https://www.alibabacloud.com/help/en/legal",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "cloud-monitor",
        "name": "Cloud Monitor",
        "category": null,
        "description": null,
        "sla_url": "https://www.alibabacloud.com/help/en/legal/latest/cloudmonitor-service-level-agreement",
        "uptime": 99.9,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "actiontrail",
        "name": "ActionTrail",
        "category": null,
        "description": null,
        "sla_url": "https://www.alibabacloud.com/help/en/legal",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      },
      {
        "id": "ros",
        "name": "Resource Orchestration Service (ROS)",
        "category": null,
        "description": null,
        "sla_url": "https://www.alibabacloud.com/help/en/legal",
        "uptime": null,
        "uptime_scope": "global",
        "sla_eligible": false,
        "last_verified": "2026-06-23",
        "credit_policy": null
      }
    ],
    "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](https://www.alibabacloud.com/help/en/legal/latest/elastic-compute-service-service-level-agreement).\n\n<!-- Add human-readable notes about Alibaba Cloud's SLA nuances here. -->"
  }
}