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.
Live Service Specific Terms
1. Definition
Service Description: Huawei Cloud Live offers basic services and value-added services. Basic services enable streaming, including Cloud Stream Live and Low Latency Live (LLL). Value-added services include transcoding, recording, and snapshot capturing. For details about the basic services and value-added services, see the Huawei Cloud Live product documentation. The services you purchase and the services provided by Huawei Cloud will prevail.
Service Cycle means a calendar month.
Statistical Interval is 5 minutes. Each calendar day will generate 288 data records.
Failed Requests of Basic Services means API requests that failed due to a fault with Live. They include FLV-HTTP or HLS requests with 5XX status codes and RTMP requests whose response is not returned within 20 seconds.
Failed Tasks of Value-added Services means that a value-added service task initiated by a customer malfunctions due to a fault with Live.
Repeated failed tasks in a statistical period are counted as one task. Failed requests/tasks exclude the following scenarios:
(1) Playback failed because signed URLs expire when URL validation is enabled.
(2) Domain names or accounts were banned due to inappropriate content or other causes.
(3) Playback failed due to exceptions on streaming devices.
(4) The audio/video encoding formats and container formats of customers' pushed streams did not meet the standard or were not defined in the standard.
(5) Requests were invalid or services were unavailable due to reasonable upgrade, change, or suspension initiated by Live.
(6) Requests were initiated by hackers or third parties instead of by customers' applications.
Failure Rate per Statistical Interval:
Proportion of failed requests or tasks received by the server in a Statistical Interval to the total number of valid requests or tasks received by the server in a Statistical Interval. Failure Rate per Statistical Interval will be calculated only when there are more than 100 valid requests or tasks in a Statistical Interval.
(1) Failure Rate per Statistical Interval of Basic Services = Number of failed requests per Statistical Interval/Total number of valid requests per Statistical Interval x 100%
(2) Failure Rate per Statistical Interval of Value-added Services = Number of failed tasks per Statistical Interval/Total number of valid tasks per Statistical Interval x 100%
Number of Statistical Intervals in a Service Cycle:
Total number of days in a month x 24 (hours) x 12 (intervals per hour). For example, if you start using Live on September 16, the Number of Statistical Intervals in the Service Cycle of September is 4,320 (15 x 24 x 12).
Service Availability means the service available percentage achieved by the Service given in this SLA during a Service Cycle.
2. Disclaimers
(1) If your workloads encounter request bursts, you need to send a service ticket to Huawei Cloud Live to apply for service assurance at least three working days in advance (for major events such as the Spring Festival Gala and sports games, send a service ticket one month in advance). If you fail to apply for service assurance, Huawei Cloud will take measures such as traffic limiting and access denial to ensure the stability of users on the entire network when request bursts occur. In this case, Huawei Cloud will not be liable for the decrease in availability, and you will not be compensated. Service assurance must be applied for in any of the following scenarios:
a. In a Service Cycle, the charged bandwidth of basic services in the Chinese mainland is greater than or equal to 100 Gbit/s, the charged bandwidth of any billing area outside the Chinese mainland is greater than 40 Gbit/s, and the incremental bandwidth is at least 30% higher than the charged bandwidth of the previous month.
b. The daily peak bandwidth increment of basic services in the Chinese mainland is 200 Gbit/s higher than that of the previous day, and the charged bandwidth increment of any billing area outside the Chinese mainland is 60 Gbit/s higher than that of the previous day.
c. The concurrency of value-added services per Statistical Interval is greater than 10,000 and increases by more than 50%.
(2) Service unavailability caused by force majeure or unexpected events is not included in the number of failed requests or tasks per Statistical Interval.
3. Service Availability
The Service Availability of basic services and that of value-added services in a Service Cycle are calculated by account. The calculation methods are as follows:
(1) Service Availability of basic services = (1 – Sum of All Failure Rates per Statistical Interval of Basic Services/Number of Statistical Intervals of Basic Services in a Service Cycle) x 100%
(2) Service Availability of value-added services = (1 – Sum of All Failure Rates per Statistical Interval of Value-added Services/Number of Statistical Intervals of Value-added Services in a Service Cycle) x 100%
Service Availability Rate Commitment:
Huawei Cloud will make all commercially and technically reasonable efforts to ensure a Live service availability rate of at least 99.9% per Service Cycle.
4. Service Credit
If Huawei Cloud fails to meet the commitment described here for the Service Availability of Live products under your Huawei Cloud account, Huawei Cloud will compensate you with the Service Credit below (valid only for purchase of Live products). The total Service Credit shall not exceed 25% of Monthly Service Fee (excluding the fee deducted using coupons). The Monthly Service Fee covers both basic services and value-added services. Once service compensation is involved, the Monthly Service Fee is the fee of the involved service.
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
10% of Monthly Service Fee |
|
Service Availability Rate < 99% |
25% of Monthly Service Fee |
Last Updated: August 26, 2024