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.
Object Storage Service (OBS) Service Specific Terms
1. Definitions
Error Rate Per Five Minutes: For different regions and storage classes, the Error Rate Per Five Minutes is calculated as follows:
Error Rate Per Five Minutes = Total number of Failed Requests per five minutes/Total number of Valid Requests per five minutes * 100%
Failed Requests: Refer to requests with 5xx error codes returned by OBS, except the following:
1) Requests whose client IP addresses and accounts are restricted by OBS due to hacker attacks on your resources
2) Requests (with an HTTP status code 429 or 503) that exceed the specified quota due to improper access, and are therefore restricted by OBS
3) Failed requests generated when the GetService API is called to obtain the bucket list
4) Failed requests caused by the backend asynchronous processing after lifecycle management and cross-region replication are configured
5) Slow requests in the following scenarios:
a) Callback timeout requests
b) Timeout requests of back-to-source by mirroring
6) Error requests due to appropriate upgrade, change, or suspension initiated by OBS
Valid Requests: Refer to requests received by the OBS server, except the following:
1) Requests failed (with HTTP status code 403) to pass OBS identity verification and authentication
2) Requests failed (with HTTP status code 403) due to account arrears
3) Requests calling the GetService API to obtain the bucket list
4) Requests initiated by the backend asynchronous processing after lifecycle management and cross-region replication are configured
5) Requests crafted by hacker attacks on your applications
2. Disclaimers
This SLA does not apply to any performance or availability issues: Edge access failures due to network faults (such as edge node network disconnections and carrier line's delay jitter or exceptions), hardware faults (for example, device's power supply faults), data center faults, and others.
3. Service Availability
3.1 Service Availability Rate in each Service Cycle calculation formula:
Service Availability Rate equals to 1 minus the average error rate and then multiplied by 100%. The average error rate is calculated by dividing the sum of Error Rate Per Five Minutes in a Service Cycle with the total number of five-minute cycles in the Service Cycle. The formula is as follows:
Service Availability Rate in each Service Cycle = (1 – ∑Error Rate Per Five Minutes in the Service Cycle/Total number of five-minute cycles in the Service Cycle) * 100%
(Note: Total number of five-minute cycles in the Service Cycle = Total number of days in the Service Cycle * 24 (hours) * 12)
3.2 Service Availability Rate commitment
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Standard storage in a single availability zone (AZ) per Service Cycle no less than 99.9%, Standard storage in three AZs per Service Cycle no less than 99.995%, Infrequent Access storage in a single AZ per Service Cycle no less than 99%, Infrequent Access storage in three AZs per Service Cycle no less than 99.5%, and Archive storage per Service Cycle no less than 99%.
4. Service Credit
If we fail to meet the above commitment on OBS Service Availability Rate, Huawei Cloud will provide you with the below Service Credit according to different storage classes in different AZ deployment:
Standard stored in a single AZ:
|
Service Availability Rate |
Service Credit |
|
99.9%≤Service Availability Rate <99.99% |
10% of Monthly Service Fee |
|
95%≤Service Availability Rate <99.9% |
30% of Monthly Service Fee |
|
Service Availability Rate <95% |
50% of Monthly Service Fee |
Standard stored in three AZs:
|
Service Availability Rate |
Service Credit |
|
99.9%≤Service Availability Rate <99.995% |
10% of Monthly Service Fee |
|
95%≤Service Availability Rate <99.9% |
30% of Monthly Service Fee |
|
Service Availability Rate <95% |
50% of Monthly Service Fee |
Infrequent Access storage in a single AZ and Archive storage :
|
Service Availability Rate |
Service Credit |
|
95%≤Service Availability Rate <99% |
30% of Monthly Service Fee |
|
Service Availability Rate <95% |
50% of Monthly Service Fee |
Infrequent Access storage in three AZs:
|
Service Availability Rate |
Service Credit |
|
99%≤Service Availability Rate <99.5% |
10% of Monthly Service Fee |
|
95%≤Service Availability Rate <99% |
30% of Monthly Service Fee |
|
Service Availability Rate <95% |
50% of Monthly Service Fee |
Last Updated: December 25, 2023