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.
Direct Connect（DC）Service Specific Terms
Self-Service Connections
1.Definitions
Direct Connect Location: a Huawei Cloud data center that can access Huawei Cloud
Standard Scenario: multiple direct connections accessing multiple locations
Service Unavailability: All attempts to connect to a specified Direct Connect connection within one minute have failed. Service Unavailability refers to the total minutes in a Service Cycle in which all attempts to connect to a specified direct connection failed.
2.Disclaimers
Service Unavailability does not include unavailability resulting from any of the following issues:
（1）Service fluctuations caused by planned system maintenance, such as cutovers, maintenance, upgrades, or fault simulations that Huawei Cloud has notified the customer of in advance
（2）There are one of more connections to just a single Direct Connect location and that location has failed.
（3）Service interruptions caused by network failures, device faults, or configuration changes in non-Huawei cloud data centers, including but not limited to service unavailability caused by network carrier line faults, customer device faults, or customer network faults.
（4）Direct Connect being unavailable due to malfunctions of other services
（5）Loss or disclosure of data, including passwords, due to improper maintenance by the customer
（6）Operations authorized by the customer or any mis-judgment in operations
（7）Customers' failure to comply with the product usage documentation or recommendations provided by Huawei Cloud
（8）Service faults caused by any force majeure event
3.Service Availability
Service Availability Rate in each Service Cycle calculation formula:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration – Service Unavailable Duration)/Total Time of Service Duration x 100%
Service Availability Rate commitment:
Direct Connect availability refers to the availability of the network between Direct Connect locations and Huawei Cloud VPCs. To ensure the availability of self-built lines, customers need to contact their carriers.
Huawei Cloud will make all commercially viable and technically feasible efforts to ensure that the Service Availability Rate of Direct Connect per Service Cycle is not less than 99.95%, but will only do so in multiple-location access scenarios.
4.Service Credit
If we fail to meet these commitments, Huawei Cloud will provide you with the service credits described below:
|
Service Availability Rate |
Service Credit |
|
99.5% ≤ Service Availability Rate < 99.95% |
5% of Monthly Service Fee |
|
99% ≤ Service Availability Rate < 99.5% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
25% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
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Full-Service Connections
1.Definitions
Direct Connect Location: a Huawei Cloud data center that can access Huawei Cloud
Full-service connection: Huawei Cloud and third-party network carriers jointly provide end users with convenient cloud services. Huawei Cloud provides Direct Connect and some network proxy services. Third-party network carriers (hereafter referred to as "carriers") provide physical line-related services.
Standard Scenario: multiple direct connections accessing multiple locations
Service Unavailability: All attempts to connect to a specified Direct Connect connection within one minute have failed. Service Unavailability refers to the total minutes in a Service Cycle in which all attempts to connect to a specified direct connection failed.
2.Disclaimers
Service Unavailability does not include unavailability resulting from any of the following issues:
（1）Service fluctuations caused by planned system maintenance, such as cutovers, maintenance, upgrades, or fault simulations that Huawei Cloud has notified the customer of in advance
（2）There are one of more connections to just a single Direct Connect location and that location has failed.
（3）Service interruptions caused by network failures, device faults, or configuration changes in non-Huawei cloud data centers, including but not limited to service unavailability caused by network carrier line faults, customer device faults, or customer network faults.
（4）Direct Connect being unavailable due to malfunctions of other services
（5）Loss or disclosure of data, including passwords, due to improper maintenance by the customer
（6）Operations authorized by the customer or any mis-judgment in operations
（7）Customers' failure to comply with the product usage documentation or recommendations provided by Huawei Cloud
（8）Service faults caused by any force majeure event
3.Service Availability
Service Availability Rate in each Service Cycle calculation formula:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration – Service Unavailable Duration)/Total Time of Service Duration x 100%
Service Availability Rate commitment:
Direct Connect availability refers to the availability of the network between Direct Connect locations and Huawei Cloud VPCs. Huawei contacts the carrier to ensure the availability of the network between the locations and the customer's data center.
Huawei Cloud will make all commercially viable and technically feasible efforts to ensure that the Service Availability Rate of Direct Connect per Service Cycle is not less than 99.95%, but will only do so in multiple-location access scenarios.
4.Service Credit
If we fail to meet these commitments, Huawei Cloud will provide you with the service credits described below:
|
Service Availability Rate |
Service Credit |
|
99.5% ≤ Service Availability Rate < 99.95% |
5% of Monthly Service Fee |
|
99% ≤ Service Availability Rate < 99.5% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
25% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023