CodeArts Service Level Agreement
Huawei Cloud Service Level Agreement General Terms

This Service Level Agreement (this “SLA”) is an integral part of your Huawei Cloud Customer Agreement (the “Customer Agreement”). Capitalized terms used in this SLA are as defined in the Customer Agreement unless otherwise stated in this SLA. Should there be any difference between this SLA and the Customer Agreement, this SLA shall prevail.

Huawei Cloud may modify the terms of this SLA from time to time, and this SLA is still effective for the period you already purchased; however, if you extend your period, the modified SLA will apply. If you disagree with the modified SLA, you may cease using the Services.

General Terms

1. Definitions

“Service Cycle” means a natural month.

“Total Time of Service Cycle” means the total minutes during every Service Cycle.

“Service Unavailable” will be defined for each Service in the Service Specific Terms thereafter. Service Unavailable does not include the situation that Cloud Service is unavailable due to the disclaimers described below and disclaimers in the following service specific terms.

“Service Unavailable Duration” means all the time when the Service is unavailable during a Service Cycle. If the duration is less than one month, it is still regarded as one month. Service Unavailable Duration cannot be calculated more than once. Every Service Unavailable Duration cannot be calculated again after the compensation being applied for.

“Service Availability” means during a Service Cycle, the service available percentage per Service Cycle achieved by the Cloud Service given in this SLA.

“Monthly Service Fee” means service fees paid by customers for the Services in a Service Cycle. For example, if the customer pays the service fee of several months at a time, the Monthly Service Fee is calculated as the total service fees paid divided by the total number of month.

2. Service Credit

Service Credit: In the event Huawei Cloud does not meet the commitment on the Service Availability Rate specified in this SLA, you will be eligible to receive service credit as described below, which is the sole and exclusive remedy for any performance or availability issues for any Services under the Customer Agreement and this SLA.

Time limit for application: you can apply for service credit in each Service Cycle after the bill are settled. The application must be filed within two (2) months after the end of the Service Cycle in which the incident that’s the subject of the claim occurred. Applications beyond the time limit will not be accepted. Huawei Cloud will make a reasonable assessment of all information provided to us and make a good faith decision on whether the service credit is owned.

Application method: you can make a claim at Huawei Cloud user center, which is available at https://console.eu.huaweicloud.com/ticket/?region=eu-west-101#/ticketindex/createIndex.

3. Disclaimers

This SLA does not apply to any performance and availability issues:

a. caused by force majeure;

b. that arise during the period when your Services are suspended or terminated according to the Customer Agreement;

c. caused by you or any third party;

d. caused by daily service maintenance;

e. that arise due to your failure to comply with the operation guidance of the Services;

f. caused by a serious problem of the network operator.

CodeArts Service Specific Terms

1. Definitions

CodeArts: a one-stop software development platform that includes multiple cloud services as specified by the purchase and CodeArts service content.

Service unavailability: Huawei CodeArts measures availability by Huawei Cloud enterprise tenant. If CodeArts system logs show that any of the following services meet unavailability conditions, the service is regarded unavailable for an enterprise tenant account.

  • Main site unavailability: If the CodeArts homepage displaying a project list for an enterprise tenant account cannot be accessed for 10 consecutive minutes or more, the CodeArts main site is regarded unavailable for the enterprise tenant account. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Req unavailability. If the work item homepage of any CodeArts project of the tenant cannot be accessed for 10 consecutive minutes or more, CodeArts Req is regarded unavailable. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Repo unavailability: If Git functions are unavailable for 10 consecutive minutes or more, CodeArts Repo is regarded unavailable during this duration. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Pipeline unavailability: If pipelines cannot be created or started for a tenant for 10 consecutive minutes or more, CodeArts Pipeline is regarded unavailable. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Build unavailability: If build tasks cannot be created or started for a tenant for 10 consecutive minutes or more, CodeArts Build is regarded unavailable. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Check unavailability: If code check tasks cannot be created or started for a tenant for 10 consecutive minutes or more, CodeArts Check is regarded unavailable. The unavailability duration less than 10 minutes is not counted.
  • CodeArts TestPlan unavailability: If test cases cannot be created or executed for a tenant for 10 consecutive minutes or more, CodeArts TestPlan is regarded unavailable. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Artifact unavailability: If software packages cannot be uploaded or downloaded for 10 consecutive minutes or more, CodeArts Artifact is regarded unavailable. The unavailability duration less than 10 minutes is not counted.
  • CodeArts Deploy unavailability: If deployment tasks cannot be created or executed for a tenant for 10 consecutive minutes or more, CodeArts Deploy is regarded unavailable. The unavailability duration less than 10 minutes is not counted.

2. Service Availability

Service unavailability duration: total number of unavailable minutes deducting overlapped duration of CodeArts services displayed in CodeArts system logs in a service cycle. CodeArts services include the main site, CodeArts Req, CodeArts Repo, CodeArts Check, CodeArts Build, CodeArts Artifact, CodeArts Deploy, CodeArts Pipeline, and CodeArts TestPlan.

Calculation formula for the service availability rate in each service cycle:

Service availability rate in each service cycle = (Total duration of the service cycle - Service unavailable duration in the service cycle)/Total duration of the service cycle x 100%

Service availability rate commitment:

Huawei Cloud will make commercially viable and technically feasible efforts to ensure that the service availability rate of CodeArts per service cycle is not less than 99.8%.

Example: CodeArts service availability duration per calendar month is 30 days x 24 hours x 60 minutes x 99.8% = 43,113.6 minutes. The maximum unavailability duration per calendar month is 86.4 minutes.

3. Service Credit

If CodeArts fails to meet the preceding commitment, Huawei Cloud will offer you the following service credits:

Service Availability

Service Credit

97% ≤ Service availability rate < 99.8%

10% of monthly service fees

95% ≤ Service availability rate < 97%

25% of monthly service fees

Service availability rate < 95%

50% of monthly service fees

Last Updated: January 8, 2025