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Credit-backed
Publishes an SLA backed by tiered service credits: 99.975% uptime, credits up to 100%.
Source: official SLA ↗ · checked Jun 2026 · View as JSON
99.975%
Uptime
100%
Max credit
60d
Claim window
Credit
Remedy
Standard
Min plan
How to claim
Submission
Ticket System · alibabacloud.com/support
Deadline
60 days of incident
Review timeline
15 business days
Credit applied
Applied to next invoice
Required evidence: Account ID, Affected services, Incident timestamps, Impact description
Common exclusions
Scheduled maintenance
Force majeure events
Customer misconfigurations
Free tier services
Beta features
Support tiers complementary, not the SLA
Standard
SLA-eligible
Included · Business hours
Enterprise
SLA-eligible
Custom · 24/7
Per-service SLAs · 49
Most platforms commit to SLAs per service, not one blanket number.Service
Category
Uptime
SLA
ApsaraDB RDS - Multi-Zone (3+ zones)
—
Uptime 99.997%
SLA not covered
ApsaraDB RDS (Multi-Zone)
HA Edition across 2+ zones (99.997% for 3+ zones)
Database
Uptime 99.995%
SLA covered
ECS (Multi-Zone)
Instances across multiple zones
Compute
Uptime 99.995%
SLA covered
Object Storage Service (OSS)
Standard/IA/Archive storage
Storage
Uptime 99.995%
SLA covered
Server Load Balancer (ALB/NLB Multi-Zone)
Application and Network Load Balancers
Networking
Uptime 99.995%
SLA covered
Elastic Compute Service (ECS) - Multi-Zone
—
Uptime 99.995%
SLA not covered
ApsaraDB RDS - Multi-Zone (2 zones)
—
Uptime 99.995%
SLA not covered
Server Load Balancer (ALB/NLB) - Multi-Zone
—
Uptime 99.995%
SLA not covered
ApsaraDB RDS (Single Zone)
HA Edition in single zone
Database
Uptime 99.99%
SLA covered
PolarDB
Cloud-native relational database
Database
Uptime 99.99%
SLA covered
ApsaraDB RDS - Single Zone
—
Uptime 99.99%
SLA not covered
ApsaraDB for Redis
—
Uptime 99.99%
SLA not covered
ECS (Single Instance)
Individual ECS instances
Compute
Uptime 99.975%
SLA covered
Elastic Compute Service (ECS) - Single Instance
—
Uptime 99.975%
SLA not covered
Container Service for Kubernetes (ACK)
HA clusters across multiple zones
Compute
Uptime 99.95%
SLA covered
Express Connect
Dedicated physical connections
Networking
Uptime 99.95%
SLA covered
Function Compute
Serverless function execution
Compute
Uptime 99.95%
SLA covered
NAT Gateway
NAT Gateway services
Networking
Uptime 99.95%
SLA covered
PrivateLink
Private VPC connectivity
Networking
Uptime 99.95%
SLA covered
Server Load Balancer (CLB Multi-Zone)
Classic Load Balancer
Networking
Uptime 99.95%
SLA covered
VPN Gateway
IPsec-VPN and SSL-VPN
Networking
Uptime 99.95%
SLA covered
ApsaraDB for MongoDB
—
Uptime 99.95%
SLA not covered
AnalyticDB for MySQL
—
Uptime 99.95%
SLA not covered
DataWorks
—
Uptime 99.95%
SLA not covered
Server Load Balancer (CLB) - Multi-Zone
—
Uptime 99.95%
SLA not covered
Message Queue for Apache Kafka
—
Uptime 99.95%
SLA not covered
Message Queue for RocketMQ
—
Uptime 99.95%
SLA not covered
API Gateway
—
Uptime 99.95%
SLA not covered
Security Center
—
Uptime 99.95%
SLA not covered
Web Application Firewall (WAF)
—
Uptime 99.95%
SLA not covered
Anti-DDoS
—
Uptime 99.95%
SLA not covered
Key Management Service (KMS)
—
Uptime 99.95%
SLA not covered
Tablestore
—
Uptime 99.9%
SLA not covered
AnalyticDB for PostgreSQL
—
Uptime 99.9%
SLA not covered
Elasticsearch
—
Uptime 99.9%
SLA not covered
MaxCompute
—
Uptime 99.9%
SLA not covered
Log Service
—
Uptime 99.9%
SLA not covered
CDN
—
Uptime 99.9%
SLA not covered
Machine Learning Platform for AI (PAI)
—
Uptime 99.9%
SLA not covered
Model Studio
—
Uptime 99.9%
SLA not covered
Intelligent Speech Interaction
—
Uptime 99.9%
SLA not covered
Cloud Monitor
—
Uptime 99.9%
SLA not covered
Disk (Cloud Disks)
Block storage attached to ECS
Storage
Uptime —
SLA covered
Elastic Block Storage (Cloud Disks)
—
Uptime —
SLA not covered
EventBridge
—
Uptime —
SLA not covered
Image Search
—
Uptime —
SLA not covered
Resource Access Management (RAM)
—
Uptime —
SLA not covered
ActionTrail
—
Uptime —
SLA not covered
Resource Orchestration Service (ROS)
—
Uptime —
SLA not covered
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.
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