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.
Cloud Search Service (CSS) Service Specific Terms
1. Definition
Service Unavailability means the CSS system log shows that the CSS cluster was inaccessible for five consecutive minutes or more due to Huawei Cloud.
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
A monthly service uptime percentage calculated based on the following formula. CSS of each individual subscriber is separately measured. Monthly Service Availability Rate = (Service Availability Duration in Minutes of a Billing Month/Total Number of Minutes of a Billing Month) x 100%. A billing month that is less than one (1) month shall be counted as a full month.
Service Availability Rate Commitment:
Huawei Cloud will use all commercially and technically reasonable efforts to ensure the service availability rate of CSS is at least 99.95% for the service plane (for cluster access), and at least 99.9% for the management plane (for cluster addition, deletion, modification, and query). If we fail to meet the commitments described here for the CSS service availability rate, Huawei Cloud will compensate you with coupons for the amounts shown in the following table.
3. Service Credit
If we fail to meet the commitment above on CSS Service Availability Rate, Huawei Cloud will provide you service credit as shown in the following table:
|
Service Availability Rate |
Service Credit |
|
99.9% ≤ Service Availability Rate < 99.95% |
5% of Monthly Service Fee |
|
99% ≤ Service Availability Rate < 99.9% |
10% of Monthly Service Fee |
|
Service Availability Rate < 99% |
25% of Monthly Service Fee |
Last Updated: December 25, 2023
Database Security Service (DBSS) Service Specific Terms
1. Definition
Service Unavailability means the DBSS system log shows that DBSS instances were inaccessible for 5 or more consecutive minutes due to HUAWEI CLOUD.
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the DBSS Service Availability Rate in each Service Cycle no less than 99.95%.
3. Service Credit
If we fail to meet the commitment above on DBSS Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits:
|
Service Availability Rate |
Service Credit
|
|
99.00% ≤ Service Availability Rate < 99.95% |
15% of Monthly Service Fee |
|
95.00% ≤ Service Availability Rate < 99.0% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95.00% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Data Security Center (DSC) Service Specific Terms
1. Definitions
Service Unavailability: The DSC system log shows that DSC was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included.
2. Service Availability
Calculation formula of service availability rate in each service cycle:
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:
HUAWEI CLOUD promises a Service Availability Rate of up to 99.9% for DSC through substantial commercial and technical effort.
3. 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:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
15% of monthly service fee of the involved faulty service or instance |
|
95% ≤ Service Availability Rate < 99% |
30% of monthly service fee of the involved faulty service or instance |
|
Service Availability Rate < 95% |
100% of monthly service fee of the involved faulty service or instance |
Last Updated: December 25, 2023
Web Application Firewall (WAF) Service Specific Terms
1. Definitions
Service Unavailability: System logs show that the WAF service was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.
2. Disclaimers
For WAF, Service Unavailability in the following conditions cannot be counted in to Service Unavailable Duration, in addition to the conditions described in the definition of Service Unavailability:
1) Your backend origin servers are abnormal due to certain reasons, for example, bandwidth exhaustion, origin IP address exposure, data center breakdowns, network jitters, installation or upgrade of OSs or applications.
2) Your website requests exceeds the concurrent requests that can be handled by the WAF edition you are using.
3) There are attacks not at the web application layer, for example, heavy DDoS attacks.
4) Data such as passwords is lost or leaked due to your improper maintenance.
3. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
Service Availability Rate in each Service Cycle = (Total Minutes in the Service Cycle – Unavailable Minutes in the Service Cycle)/Total Minutes in the Service Cycle) x 100%
Service Availability Rate commitment:
HUAWEI CLOUD will make commercially viable and technically feasible efforts to ensure that the WAF Service Availability Rate per Service Cycle is not less than 99.95%.
4. Service Credit
If WAF fails to meet the commitment on the service availability rate, HUAWEI CLOUD will compensate you based on the terms given in the following table.
|
Service Availability Rate |
Coupon |
|
99.00% ≤ Service Availability Rate < 99.95% |
10% of the basic monthly payment |
|
95.00% ≤ Service Availability Rate < 99.95% |
25% of the basic monthly payment |
|
Service Availability Rate < 95% |
100% of the basic monthly fee |
Last Updated: December 25, 2023
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
Elastic Volume Service (EVS) Service Specific Terms
1. Definition
Service Unavailability means the Elastic Volume Service (EVS) system log shows that EVS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.
2. 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 * 100%
Service Availability Rate commitment:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of EVS per Service Cycle not less than 99.95%.
3. Service Credit
If we fail to meet the commitment above on EVS Service Availability Rate, Huawei Cloud will provide you with the below service credit:
|
Service Availability Rate |
Service Credit |
|
99%≤Service Availability Rate <99.95% |
10% of Monthly Service Fee |
|
95%≤Service Availability Rate <99% |
30% of Monthly Service Fee |
|
Service Availability Rate <95% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Cloud Backup and Recovery (CBR) Service Specific Terms
1. Definitions
Service Unavailability means the CBR system log shows that CBR was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.
2. 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 * 100%
Service Availability Rate commitment:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of CBR per Service Cycle not less than 99.9%
3. Service Compensation
If we fail to meet the above commitment, we will provide you the service credit in the following table:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
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
Scalable File Service (SFS) Service Specific Terms
1. Definitions
Service Unavailability means the SFS system log shows that SFS was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.
2. 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 * 100%
Service Availability Rate commitment:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of SFS per Service Cycle not less than 99.95%
3. Service Compensation
If we fail to meet the above commitment, we will provide you the service credit in the following table:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Elastic Cloud Server (ECS) Service Specific Terms
Definition
1. Service Cycle: A service cycle is a calendar month.
Total Time of Service Cycle per ECS is the total number of minutes in a Service Cycle for an ECS. Total Time of Service Cycle = Total number of days in a Service Cycle x 24 hours x 60 minutes.
ECS Unavailability is when the system logs of Elastic Cloud Servers (ECSs) (including ECSs on DeHs) show that ECS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.
Unavailable Time per ECS is the total number of minutes that an ECS was unavailable in a Service Cycle.
Multi-AZ ECS Unavailability in One Region is the unavailability of ECSs in other availability zones (AZs) when the ECSs in one AZ in the same region are available.
Multi-AZ ECS Unavailability Time in One Region is the total number of minutes that the ECSs in other AZs experienced Multi-AZ ECS Unavailability in One Region within a Service Cycle.
Monthly Expenditure is your total expenditure for an ECS within a Service Cycle. If you pay for several months at a time, the Monthly Expenditure is calculated by dividing the total amount billed by the number of months the service was used.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Data stored on local disks being lost due to damage to those disks or becoming unavailable due to an instance breakdown;
2) If your service does not have high availability (HA) capabilities and does not accept server replacement,BMS or ECS with local disks instance becomes unavailable during hardware repair;
3) Service unavailability caused by your own operations, for example, stopping or restarting an ECS, or detaching an EVS disk from an ECS using the console or APIs;
4) Services made unavailable due to unsupported software or drivers, third-party software or drivers that are not directly managed by Huawei Cloud, configuration errors, or hacker attacks;
5) Data, passwords, or other information getting lost or leaked due to improper maintenance or handling of confidential information;
6) Spot ECSs released because the bid price was lower than the market price or ECSs suspended or released due to payment in arrears;
7) Unavailability caused by a force majeure;
8) Unavailability caused by your operation errors or operations authorized by you;
9) Network faults, device faults, or configuration adjustment of non-Huawei devices;
10) Short-term server interruption or network unavailability caused by live migration (which is performed in advance to prevent server breakdown caused by hardware faults);
11) Unavailability caused by your failure to respond to Huawei Cloud notices on routine maintenance activities such as repair, maintenance, upgrades, and optimization of service platforms or related equipment, systems, and software.
3. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
The ECS Service Availability Rate can be calculated by referring to the following formula:
1) Single ECS service availability (ECS availability within a given AZ and region)
Service Availability Rate per Service Cycle = (Total Time of a Service Cycle per ECS – Unavailable Time per ECS)/Total Time of Service Cycle per ECS x 100%.
2) Multi-AZ ECS service availability in one region (ECS availability in multiple AZs in a region)
Service Availability Rate per Service Cycle = (Total Time of a Service Cycle per ECS – Multi-AZ ECS Unavailability Time in One Region)/Total Time of Service Cycle per ECS x 100%.
Service Availability Rate Commitment
1) Huawei Cloud will use all commercially and technically reasonable efforts to ensure that the Service Availability Rate of a Single ECS (ECS availability within a given AZ and region) per Service Cycle is not lower than 99.975% and that the Multi-AZ ECS Availability Rate in One Region per Service Cycle is not lower than 99.995%. You are advised to deploy ECSs in at least two AZs in one region (if a given region has only one AZ, then deploy your ECSs in at least two regions) for a higher service availability rate. If you choose to deploy your ECSs in a single AZ in a given region, Huawei Cloud shall only promise a single ECS service availability (ECS availability within a given AZ and region) per Service Cycle.
2) ECS provides different deployment modes for your applications. You can deploy one or more applications on a single ECS, or you can deploy applications in active/standby or cluster mode on multiple ECSs. You have understood and agreed that different deployment modes deliver different levels of reliability. Choose an appropriate one to meet your requirements for service reliability. To prevent single points of failure (SPOFs) from affecting core services, you are advised not to deploy HA applications on a single ECS.
4. Compensation
Compensation Standard
If we fail to meet the commitment described here for the ECS Service Availability Rate, Huawei Cloud will compensate you with the service credits described below (only for purchasing ECSs). The total amount of the service credits shall not exceed the Monthly Service Fee minus any coupons that have been applied.
Single ECS availability (ECS availability within a given AZ and region)
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.975% |
10% of ECS expenditures for that month |
|
95% ≤ Service Availability Rate < 99% |
30% of ECS expenditures for that month |
|
Service Availability Rate < 95% |
100% of ECS expenditures for that month |
Multi-AZ ECS service availability in one region
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.995% |
10% of ECS expenditures for that month |
|
95% ≤ Service Availability Rate < 99% |
30% of ECS expenditures for that month |
|
Service Availability Rate < 95% |
100% of ECS expenditures for that month |
Compensation Application Time Limit
You can claim compensation for an ECS that did not meet Service Availability requirements for a given month after the fifth (5) business day of the following month. The claim for compensation must be made within two (2) months after the end of the month in which Service Availability was not met. Claims for compensation beyond this time limit will not be accepted.
Last Updated: May 31, 2024
You can see what is updated in Elastic Cloud Server (ECS) Service Level Agreement History Version.
Bare Metal Server (BMS) Service Specific Terms
1. Definition
Service Unavailable means the BMS system log shows that BMS was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.
2. Disclaimers
This SLA does not apply to any performance or availability issues:
1. caused by your negligence or HUAWEI CLOUD operations authorized by you on servers.
2. caused by network faults, device faults, or configuration adjustment of non-Huawei devices.
3. caused by server hardware faults you refused to authorize HUAWEI CLOUD to repair.
4. caused by hardware faults of servers whose warranty has expired and then you refused to upgrade them.
5. that persist when Huawei is waiting for your authorization for server hardware repair and when Huawei engineers are repairing it.
6. that occur on a single piece of hardware and do not affect your services due to hardware redundancy. For example, if a single NIC in a bond is faulty or a single disk in a storage redundancy group is faulty, and the faults do not affect your services, the SLA does not apply.
7. caused by local disks. Data loss may occur on local disks in the cases, such as if the disks are damaged or the BMSs break down.
8. caused by OS or key process issues when you install, reinstall, or uninstall your own or third-party applications.
9. caused by hacker attacks on your applications.
10. caused by data (including passwords) leaked or lost due to user errors.
11. caused by server disconnection resulted from normal server operations including but not limited to OS installation, OS reinstallation, BIOS modifications, server shutdowns, or server restarts.
12. that occur when you do not follow the HUAWEI CLOUD product documentation or other guidelines to perform operations such as stopping a BMS, restarting a BMS, and detaching EVS disks from a BMS using APIs, CLI, or console.
3. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use all commercially and technically reasonable efforts to ensure the service availability rate is at least 99.9% for BMS in each service cycle.
4. Service Credit
If we fail to meet the commitments described here for the BMS service availability rate, HUAWEI CLOUD will provide you with the service credit below.
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
10% of Monthly Service Fee |
|
Service Availability Rate < 99% |
30% of Monthly Service Fee |
Last Updated: December 25, 2023
Elastic Load Balance (ELB) Service Specific Terms
1. Definition
Service Unavailability means the ELB system log shows that ELB was inaccessible for one (1) or more consecutive minutes or ELB failed to distribute the traffic because of Huawei Cloud.
2. 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 * 100%
Service Availability Rate commitment:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of ELB per Service Cycle not less than 99.95%.
3. Service Credit
If we fail to meet the commitment above on ELB Service Availability Rate, Huawei Cloud will provide you with the below service credit:
|
Service Availability Rate |
Service Credit |
|
99%≤Service Availability Rate <99.95% |
10% of Monthly Service Fee |
|
Service Availability Rate <99% |
30% of Monthly Service Fee |
Last Updated: December 25, 2023
NAT Gateway（NAT）Service Specific Terms
1. Definitions
Service Unavailability means all data packets of a NAT gateway are discarded for one minute. The Service Unavailable Duration is the number of minutes in a given service cycle that all packets were discarded.
2. Disclaimers
This SLA does not apply to any performance or availability issues:
（1）caused by hacker attacks on your applications, including but not limited to DDoS attacks.
（2）caused by a faulty backend server.
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 * 100%
Service Availability Rate commitment:
HUAWEI CLOUD will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of NAT Gateway per Service Cycle is not less than 99.95%.
4. Service Credit
If we fail to meet these commitments, HUAWEI CLOUD will provide you with the service credit described below:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
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
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 |
------------------------------------------------------------------------------------
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
Simple Message Notification (SMN) Service Specific Terms
1. Definition
Service Unavailability means the SMN system log shows that SMN was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.
2. 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 *100%
Service Availability Rate commitment:
HUAWEI CLOUD will make all commercially viable and technically feasible efforts to ensure that the Service Availability Rate of SMN per Service Cycle is not less than 99.9%.
3. Service Credit
If we fail to meet these commitments, HUAWEI CLOUD will provide you with the service credit described below:
|
Service Availability Rate |
Service Credit |
|
95.00% ≤Service Availability Rate < 99.90% |
10% of Monthly Service Fee |
|
Service Availability Rate < 95.00% |
20% of Monthly Service Fee |
Service Unavailability does not include unavailability resulting from any of the following issues:
1) Planned system maintenance, such as cutovers, maintenance, upgrades, or fault simulations that HUAWEI CLOUD has notified the customer of in advance
2) Network faults, device faults, or configuration adjustments of non-HUAWEI CLOUD devices
3) Online attacks on customer applications
4) Loss or disclosure of data, including passwords, due to improper maintenance by the customer
5) Operations authorized by the customer or any mis-judgment in operations
6) Major events or promotions that HUAWEI CLOUD has notified the customer of in advance
7) Customer violations of the information control, traffic control, or information security control rules of HUAWEI CLOUD or other carrier platforms
8) Service suspension or termination due to the customer's breach of service clauses (such as arrears)
9) Customer violations of local laws or regulations
10) Messages from SMN to the customer were blocked.
11) The number of messages sent by the customer exceeds the maximum allowed number of messages specified in the Simple Message Notification API Reference and the customer did not notify HUAWEI CLOUD in advance.
12) Any force majeure event
Last Updated: December 25, 2023
Virtual Private Network (VPN) Service Specific Terms
1. Definitions
Service Unavailability means all outgoing data packets of a VPN gateway are discarded for one minute. The Service Unavailable Duration is the number of minutes in a given service cycle that all packets were discarded. Service unavailability durations shorter than one minute are not included.
The following case shall not be considered as service unavailability:
（1）Data cannot be sent due to an IPsec tunnel negotiation failure.
（2）HUAWEI CLOUD VPN gateway has sent data over the Internet. However, the data failed to be received due to your public network failure.
2. 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 * 100%
Service Availability Rate commitment:
HUAWEI CLOUD will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of VPN per Service Cycle is not less than 99.95%.
3. Service Credit
If we fail to meet these commitments, HUAWEI CLOUD will provide you with the service credit described below:
|
Service Availability Rate |
Service Credit
|
|
99% ≤ Service Availability Rate < 99.95% |
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
Distributed Database Middleware (DDM) Service Specific Terms
1. Definition
Service Unavailability means that the DDM system log shows that DDM instances were inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than one (1) minute shall not be included.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by:
1) Customer operations, such as restarting, deleting, or restoring DDM instances through a console or APIs;
2) Network faults, device faults, or configuration adjustment of non-Huawei devices;
3) Hacker attacks on customer applications;
4) Planned system maintenance, including but not limited to cutover, maintenance, upgrade, and fault drills, of which HUAWEI CLOUD has notified customers in advance;
5) Changing or deleting accounts of databases in the RDS DB instances that are associated with the DDM instance;
6) Deleting data stored in databases in the RDS DB instances that are associated with the DDM instance;
7) Modifying or deleting the VPC virtual switch used by the DDM instance;
8) Data (including passwords) leakage or loss due to improper maintenance of the customer;
9) Operations authorized by the customer or any misjudgment in operations;
10) Customer's failure to comply with the DDM user guide or recommendations;
11) Service interruptions caused by insufficient vCPUs, memory, storage, or the maximum number of connections being reached for a DB instance or a database proxy due to heavy customer workloads.
3. Service Availability
Formula for calculating Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will make commercially and technically reasonable efforts to ensure that the Service Availability Rate per Service Cycle is not less than 99.90%.
4. Service Credit
If we fail to meet the above commitment, HUAWEI CLOUD will provide you with service credit as follows.
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.90% |
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: March 21, 2024
Document Database Service (DDS) Service Specific Terms
1. Definition
"Service Unavailability" means the DDS system log showing that DDS was inaccessible for five (5) or more consecutive minutes due to the fault of Huawei Cloud.
2. Disclaimers
For DDS, Service Unavailability in the following conditions cannot be considered Service Unavailable Duration, nor can the following conditions described in the definition of Service Unavailability:
（1）Unavailability caused by the customer's failure to connect to DDS instances in a high availability mode
（2）Network faults, device faults, or configuration adjustment of non-Huawei devices
（3）Issues caused by improper service use that deviates from the instructions provided in documents such as Best Practices and FAQs
（4）Faults that occur due to the use of single node instances, instead of HA instances such as replica set or cluster instances
（5）Faults that occur due to single-AZ deployment, instead of multi-AZ deployment
（6）Issues caused by third-party open-source software
（7）Customer operations, such as restarting, deleting, or restoring DB instances through a console or APIs
（8）Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance
（9）Network faults, device faults, or configuration adjustment of non-Huawei devices
（10）Service interruption caused by insufficient CPU, memory, and storage resources due to customer's heavy service workload
（11）Hacker attacks on customer's applications
（12）Consequences of data (including passwords) leakage or loss due to improper maintenance of the customer
（13）Consequences caused by operations authorized by the customer or any misjudgment in operations
（14）Customer's failure to comply with the product usage documentation, development specifications, or recommendations provided by Huawei Cloud
（15）Faults caused by bugs in the open-source community or other non-Huawei Cloud issues
（16）Service suspension or termination due to the customer's breach of service clauses (such as arrears)
（17）Unavailability caused by operations authorized by the customer
（18）Other force majeure factors
3. Service Availability
Service Availability Rate in each Service Cycle is represented by the following 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:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of DDS per Service Cycle be no less than 99.95%.
4. Service Credit
If we fail to meet the above commitment, we will provide you the service credit in the following table:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of the Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
25% of the Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of the Monthly Service Fee |
Last Updated: December 25, 2023
Key Management Service (KMS) Service Specific Terms
1. Definition
Service Unavailability means the KMS system log shows that KMS clusters were inaccessible for 5 or more consecutive minutes due to HUAWEI CLOUD.
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the KMS Service Availability Rate in each Service Cycle no less than 99.95%.
3. Service Credit
If we fail to meet the above commitment, HUAWEI CLOUD will provide you with the below service credit:
|
Service Availability Rate |
Service Credit
|
|
99.00% ≤ Service Availability Rate < 99.95% |
15% of Monthly Service Fee |
|
95.00% ≤ Service Availability Rate < 99.0% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95.00% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Application Operations Management (AOM) Service Specific Terms
1. Definition
Service Unavailable means the AOM system log shows that AOM was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.
2. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use all commercially and technically reasonable efforts to ensure that the service availability rate is at least 99.9% for AOM in each service cycle.
3. Service Credit
If we fail to meet the commitments described here for the AOM service availability rate, HUAWEI CLOUD will provide you with the service credit below.
|
Service Availability Rate |
Service Credit |
|
97% ≤ Service Availability Rate < 98.35% |
10% of Monthly Service Fee |
|
94% ≤ Service Availability Rate < 97% |
30% of Monthly Service Fee |
|
Service Availability Rate < 94% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Log Tank Service (LTS) Service Specific Terms
1. Definition
Service Unavailable means the LTS system log shows that LTS was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.
2. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use all commercially and technically reasonable efforts to ensure a Service Availability Rate of LTS per Service Cycle of at least 99.0%.
3. Service Credit
If we fail to meet the commitments described here for the LTS service availability rate, HUAWEI CLOUD will provide you with the service credit below.
|
Service Availability Rate |
Service Credit |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Elastic IP (EIP) Service Specific Terms
1. Definition
Service Unavailability means the Elastic IP (EIP) system log showing that all data packets in the outbound direction are discarded at the Huawei Cloud egress gateway for one (1) or more consecutive minutes due to the fault of Huawei Cloud.
2. Disclaimers
This SLA does not apply to any performance or availability issues:
1) caused by hacker attacks on your applications, including but not limited to DDoS attacks.
2) caused by a faulty backend server.
3) caused by network operators.
3. Service Availability
Service Availability Rate in each Service Cycle is represented by the following formula:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration)/Total Time of Service Duration * 100%
Service Availability Rate commitment:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of dynamic BGP EIPs per Service Cycle no less than 99.95%.
4. Service Credit
If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:
Dynamic BGP EIPs:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
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
Data Lake Insight (DLI) Service Specific Terms
1. Definition
Service Unavailable means the DLI system log shows that DLI was inaccessible for more than five consecutive minutes due to a fault with Huawei Cloud.
2. Disclaimers
This Statement does not apply to any performance or availability issues caused by the following:
1) Customer operations, for example, deleting, stopping, or restarting a cluster through the console or APIs, or deleting a job, connection, or driver.
2) Planned system maintenance, including but not limited to cutover, maintenance, upgrade, patching, and fault simulations, of which Huawei Cloud has notified the customer in advance
3) Network faults, device faults, or configuration adjustment of non-Huawei devices
4) Hacker attacks on user applications
5) Consequences of data (including passwords) leakage or loss due to improper maintenance of the customer
6) Operations authorized by the customer
7) Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud
8) Queue interruption caused by insufficient CPU and storage resources due to heavy customer service workload
9) Service interruption caused by an unavailable OBS pool selected by the customer
10) service interruption caused by other customer factors. For example, a job developed by the customer fails to be executed.
3. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud will use all commercially and technically reasonable efforts to ensure that the Service Availability Rate of a DLI queue (in a single AZ) is not lower than 99.90%.
4. Compensation
If we fail to meet the commitment above on DLI Service Availability Rate, Huawei Cloud will compensate you as showed in the following table:
|
DLI Queue (Single AZ) |
|
|
Service Availability Rate |
Coupon Amount |
|
99.00% ≤ Service Availability Rate < 99.90% |
10% of Monthly Expenditure |
|
95.00% ≤ Service Availability Rate < 99.00% |
30% of Monthly Expenditure |
|
Service Availability Rate < 95.00% |
50% of Monthly Expenditure |
Last Updated: December 25, 2023
MapReduce Service (MRS) Service Specific Terms
1. Definitions
Service Unavailable means the MRS system log shows that MRS was inaccessible for more than five consecutive minutes due to a fault with Huawei Cloud.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Customer operations, such as deleting, stopping, or restarting clusters, or deleting jobs, connections, or drivers through the console or APIs
2) Planned system maintenance, including but not limited to cutover, maintenance, upgrade, patching, and fault simulations, of which Huawei Cloud has notified the customer in advance
3) Network faults, device faults, or configuration adjustment of non-Huawei devices
4) Hacker attacks on user applications
5) Consequences of data (including passwords) leakage or loss due to the fault of the customer
6) Operations authorized by the customer
7) Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud
8) Customer's requests restricted by flow control due to quota exhaustion
9) Service interruption caused by an unavailable OBS pool selected by the customer
10) Customer's failure to deploy the cluster in HA mode (one Master node and one Core node, single az deployment)
11) Data loss caused by the customer's failure to store multiple data replicas
12) Customer's unauthorized deployment of applications and data on cluster nodes
13) Other customer factors, for example, failure to execute customer-developed jobs, failure caused by the deployment of private components or the modification of system configurations/ privileges
14) Other force majeure factors
3. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud strives to take commercially viable and technically feasible measures to ensure the Service Availability Rate of MRS per Service Cycle is at least 99.8%.
4. Service Credit
If we fail to meet the commitments described here for the MRS availability rate, HUAWEI CLOUD will provide you with the service credit below.
|
Service Availability Rate |
Service Credit |
|
99.0% ≤ Service Availability Rate < 99.8% |
10% of Monthly Service Fee |
|
Availability Rate < 99.0% |
30% of Monthly Service Fee |
Last Updated: December 25, 2023
Cloud Data Migration (CDM) Service Specific Terms
1. Definitions
Service Unavailability means that according to the CDM system log, CDM was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Customer operations, such as deleting, stopping, or restarting clusters, or deleting jobs, connections, or drivers through the console or APIs.
2) Planned system maintenance, including but not limited to cutover, maintenance, upgrade, patching, and fault simulations, of which HUAWEI CLOUD notifies the customer in advance
3) Network faults, device faults, or configuration adjustment of non-Huawei devices
4) Hacker attacks on user applications
5) Consequences of data leakage (including passwords) or loss due to the fault of the customer
6) Operations authorized by the customer
7) Customer's failure to comply with the product usage documentation or recommendations provided by HUAWEI CLOUD
8) Scheduling failures or failures to start scheduling caused by improper job scheduling configurations
9) Job execution failures caused by password or credential expiration of the account configured by the customer
10) Job execution failures caused by insufficient resources such as the CPU, memory, disk I/O, and network I/O of the CDM cluster when customer services are overloaded
11) Job execution failures caused by the unavailability of source or destination data sources
3. Service Availability
Formula to calculate Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of CDM per Service Cycle is not less than 99.8%.
4. Service Credit
If we fail to meet the above commitment, we will provide you with the following service credit.
|
Service Availability Rate |
Service Credit |
|
99.0% ≤ Service Availability Rate < 99.8% |
10% of Monthly Service Fee |
|
Service Availability Rate < 99.0% |
20% of Monthly Service Fee |
Last Updated: December 25, 2023
DataArts Studio Service Specific Terms
1. Definitions
Service Unavailability means that according to the DataArts Studio system log, DataArts Studio was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Customer operations, such as deleting, stopping, or restarting clusters, or deleting jobs, connections, or drivers through the console or APIs.
2) Planned system maintenance, including but not limited to cutover, maintenance, upgrade, patching, and fault simulations, of which HUAWEI CLOUD notifies the customer in advance
3) Network faults, device faults, or configuration adjustment of non-Huawei devices
4) Hacker attacks on user applications
5) Consequences of data leakage (including passwords) or loss due to the fault of the customer
6) Operations authorized by the customer
7) Customer's failure to comply with the product usage documentation or recommendations provided by HUAWEI CLOUD
8) Scheduling failures, failures to start scheduling, job execution timeout, or failures to retry jobs upon execution failures caused by improper job scheduling configurations
9) Job execution failures caused by password or credential expiration of the account configured by the customer
3. Service Availability
Formula to calculate Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of DataArts Studio per Service Cycle is not less than 99.8%.
4. Service Credit
If we fail to meet the above commitment, we will provide you with the following service credit.
|
Service Availability Rate |
Service Credit |
|
99.00% ≤ Service Availability Rate < 99.8% |
10% of Monthly Service Fee |
|
Service Availability Rate < 99.00% |
25% of Monthly Service Fee |
Last Updated: December 25, 2023
ModelArts Service Specific Terms
1. Definitions
Service Unavailability: according to the log records in the ModelArts system, ModelArts service is inaccessible for 10 consecutive minutes due to Huawei Cloud and any unavailability period for less than 10 minutes is not included.
2. Restrictions
Except for the circumstances specified in the General Terms, with respect to ModelArts service, the following circumstances shall not be included in service unavailability time either, if the unavailability is caused by:
（1）operations by clients (delete/suspend/restart or otherwise operate the resources through control console/API and other method, including authorization, resource pool, instance in environment for development, algorithm, training exercise, model, inference service);
（2）system maintenance with prior notice from Huawei Cloud to clients, including but not limited to cutover, maintenance, upgrade, patch and simulated troubleshooting;
（3）network or equipment failure or configuration adjustment not involving equipment in Huawei Cloud;
（4）hacking on client applications;
（5）loss or leakage of data, password, token due to improper maintenance or lack of confidentiality of client;
（6）operations authorized by clients;
（7）client failure in observing product documentation or usage advice of Huawei Cloud;
（8）third-party open source software;
（9）overload of client business, requests are flow controlled as requests exceed the specified quota;
（10）client's own code issue or custom mirror issue;
（11）third party dependencies (database and cache) introduced by client itself;
（12）for client data that is stored in OBS bucket/SFS document system, the unavailability of OBS bucket/SFS document system of clients;
（13）for clients who use self-managed SFS as the storage mounting in development environment, service exception caused by the unavailability of such SFS;
（14）for clients who use EVS storage in development environment and back up data, data loss caused by the deletion of instance in development environment by clients;
（15）the breakdown of one single node as the special resource pool created by clients is fewer than 2 nodes;
（16）the breakdown of one single instance as one online service deployed by clients is fewer than 2 instances;
3. Service Availability
Formula for calculating Service Availability Rate in each Service Cycle:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration)/Total Time of Service Duration * 100%
Commitment for Service Availability:
Huawei Cloud will ensure the service availability rate in each service cycle is at least 99.95% through technically and commercially reasonable efforts.
4. Service Credit
If ModelArts service availability fails to satisfy foregoing commitments, Huawei Cloud will compensate you in accordance with the following table:
|
Service Availability |
Credit Amount |
|
95.00% ≤ Service Availability < 99.95% |
10% of monthly service fee |
|
Service Availability < 95.00% |
25% of monthly service fee |
Last Updated: December 25, 2023
API Gateway (APIG) Service Specific Terms
1.Definitions
Service Unavailable means the API Gateway log shows that API Gateway was inaccessible or all API requests failed for more than one minute due to the fault of HUAWEI CLOUD.
Valid Requests means all requests received by API Gateway.
Failed Requests means API requests that failed due to the fault of API Gateway, excluding requests that failed due to the following causes:
(1) The API configuration or dedicated gateway configuration (such as unbinding and deleting an EIP) is incorrect.
(2) The API backend service is abnormal due to response timeout, connection failure, network failure, or service logic error.
(3) The number of requests using the API group subdomain name automatically generated by API Gateway has reached the maximum daily limit.
(4) The user's application is maliciously attacked.
(5) The number of API requests has reached the maximum limit allowed by API Gateway specifications.
(6) The user account is in arrears or is suspended.
(7) Incorrect configurations made by the user.
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate no less than 99.0% for the shared gateway, no less than 99.0% for the dedicated gateway basic, professional, and enterprise editions (multi-AZ deployment), and no less than 99.0% for the dedicated gateway platinum edition (multi-AZ deployment).
3. Service Credit
If we fail to meet the commitment above on API Gateway Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits:
Shared gateway
|
Service Availability Rate |
Service Credit |
|
95.0% ≤ Service Availability Rate < 99.0% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95.0% |
100% of Monthly Service Fee |
Dedicated gateway (basic, professional, enterprise, and platinum editions; single-AZ deployment)
|
Service Availability Rate |
Service Credit |
|
95.0% ≤ Service Availability Rate < 99.0% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95.0% |
100% of Monthly Service Fee |
Dedicated gateway (basic, professional, and enterprise editions; multi-AZ deployment)
|
Service Availability Rate |
Service Credit |
|
95.0% ≤ Service Availability Rate < 99.0% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95.0% |
100% of Monthly Service Fee |
Dedicated gateway (platinum edition; multi-AZ deployment)
|
Service Availability Rate |
Service Credit |
|
95.0% ≤ Service Availability Rate < 99.0% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95.0% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Host Security Service (HSS) Service Specific Terms
1. Definition
Service Unavailability means the HSS system log shows that HSS instances were inaccessible for 5 or more consecutive minutes due to HUAWEI CLOUD.
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the HSS Service Availability Rate in each Service Cycle no less than 99.9%.
3. Service Credit
If we fail to meet the commitment above on HSS Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
15% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
Graph Engine Service (GES) Service Specific Terms
1.Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
0）10-thousand edges Graph is used for learning. It does not apply this SLA.
1) Customer operations, such as deleting, stopping, or restarting clusters, or deleting jobs, connections, or drivers through the console or APIs
2) Planned system maintenance, including but not limited to cutover, maintenance, upgrade, patching, and fault simulations, of which Huawei Cloud has notified the customer in advance
3) Network faults, device faults, or configuration adjustment of non-Huawei devices
4) Hacker attacks on user applications
5) Consequences of data (including passwords) leakage or loss due to the fault of the customer
6) Operations authorized by the customer
7) Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud
8) Requests restricted by flow control due to quota exhaustion
9) Service interruption caused by an unavailable OBS pool selected by the customer
10) Failure to deploy the cluster in HA mode (one Master node and one Core node)
11) Other customer factors, for example, failure to execute customer-developed jobs or failure caused by the deployment of private components
12) Other force majeure factors
2.Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud strives to take commercially viable and technically feasible measures to ensure the Service Availability Rate of GES per Service Cycle is at least 99.9%.
3.Service Credit
If we fail to meet the commitments described here for the GES availability rate, HUAWEI CLOUD will provide you with the service credit below.
|
Service Availability Rate |
Service Credit |
|
99.0% ≤ Service Availability Rate < 99.9% |
10% of Monthly Service Fee |
|
Availability Rate < 99.0% |
30% of Monthly Service Fee |
Last Updated: December 25, 2023
Cloud Container Engine (CCE) Service Specific Terms
1. Definition
Service Unavailability means the CCE system log shows that the Kubernetes native APIs in a CCE cluster were inaccessible in the way supported by CCE for 5 consecutive minutes or more due to Huawei Cloud.
2. Disclaimers
For CCE, Service Unavailability in the following conditions cannot be counted in to Service Unavailable Duration, in addition to the conditions described in the definition of Service Unavailability:
1) CCE service availability is undermined due to the risky and impactful operations CCE has explicitly notified you of, the execution of which may disable the cluster control plane to allow access or provide services within the declared scope and time.
2) Any undermined performance or availability due to exceptions such as the unavailability or resource shortage of its dependent services, including Huawei Cloud compute, storage, and network services, to which CCE connects to run Kubernetes clusters. In this case, the SLA of the related cloud services applies.
3) CCE service availability is undermined due to issues from any third party, including Kubernetes, third-party Kubernetes add-ons integrated with CCE, Docker, and OS kernel.
4) CCE service availability is undermined due to the failure of Kubernetes nodes or the Kubernetes pods running on those nodes.
5) The cluster fails due to your change on the configurations without following the CCE documentation or console instructions, unless otherwise specified.
6) CCE service SLA only applies to the CCE cluster commercial version, and does not apply to the CCE cluster OBT and EOS versions. For details, see Kubernetes Version Policy in the CCE bulletin.
7) You are using a feature that is not in the OBT stage as specified in the CCE documentation or console. In this case, CCE does not promise the SLA, unless otherwise specified.
8) CCE service availability is undermined due to acts, events, omissions, or incidents arising from events that are unforeseeable, inevitable, and beyond its reasonable control, including but not limited to natural disasters (earthquakes, storms, etc.), act of terrorism, war or warlike operations, civil unrest or riots, electricity outages, network or telecommunication faults, blockages, embargoes, fires, floods, explosions or malicious damage (including but not limited to hacker attacks), plant or equipment failure, or changes of any law, government order, rule, regulation, direction, or industry standard.
3. Service Availability (SA)
SA in each Service Cycle is represented by the following formula:
SA in each Service Cycle = (Total Time of Service Duration – Service Unavailable Duration) / Total Time of Service Duration x 100%
SA commitment:
Huawei Cloud makes reasonable commercial and technical efforts to ensure the SA of a cluster in each service cycle as defined below:
1) SA of an HA cluster (3-AZ) ≥ 99.95%
2) SA of an HA cluster (1-AZ or 2-AZ) ≥ 99.9%
3) SA of a non-HA cluster ≥ 99.5%
4. Service Credit
If we fail to meet the commitments described here for the CCE service availability rate, Huawei Cloud will provide you with the service credit below.
HA cluster (3-AZ)
|
Service Availability (SA) |
Coupon Amount |
|
99% ≤ SA < 99.95% |
10% of monthly service fee |
|
95% ≤ SA < 99% |
25% of monthly service fee |
|
SA < 95% |
100% of monthly service fee |
HA cluster (1-AZ or 2-AZ)
|
Service Availability (SA) |
Coupon Amount |
|
99% ≤ SA < 99.9% |
10% of monthly service fee |
|
95% ≤ SA < 99% |
25% of monthly service fee |
|
SA < 95% |
100% of monthly service fee |
Non-HA cluster
|
Service Availability (SA) |
Coupon Amount |
|
99% ≤ SA < 99.5% |
10% of monthly service fee |
|
95% ≤ SA < 99% |
25% of monthly service fee |
|
SA < 95% |
100% of monthly service fee |
Last Updated: May 8, 2024
You can see what is updated in Cloud Container Engine (CCE) Service Level Agreement History Version.
SecMaster (SA) Service Specific Terms
1. Definition
Service Unavailability means the SecMaster system log shows that SecMaster was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) User operations, such as restarting, deleting, and restoring SecMaster instances through the console or APIs, and building custom models, playbooks, data access, plug-ins, large screens, reports, and page layouts in SecMaster.
2) Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance.
3) Network faults, device faults, or configuration adjustment of non-Huawei Cloud devices.
4) Hacker attacks on user applications.
5) Data (including passwords) leakage or loss due to improper maintenance of the customer.
6) Operations authorized by the customer or any misjudgment in operations.
7) Service suspension or termination due to the customer's breach of service clauses (such as arrears).
8) Unavailability caused by known problems or risks that have been reported to customers for rectification but have not been resolved.
9) Unavailability caused by external environment, for example, restart or jitter of underlying resources.
3. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud shall make commercially and technically reasonable efforts to make the Service Availability Rate for SecMaster up to 99.9%. Should Huawei Cloud fail to ensure the promised rate, Huawei Cloud will compensate you in accordance with Clause 3 of this Agreement.
4. Service Credit
If SecMaster fails to meet this commitment to the service availability rate, Huawei Cloud will compensate you based on the terms given in the following table.
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
10% of monthly service fee |
|
Service Availability Rate < 99% |
25% of monthly service fee |
Last Updated: December 25, 2023
Cloud Firewall (CFW) Service Specific Terms
1. Definition
Service Unavailability: The CFW system log shows that all incoming data packets of a customer's ECS instance are discarded by the CFW due to the faults of Huawei Cloud for five (5) or more consecutive minutes.
2. Disclaimers
For CFW, Service Unavailability in the following conditions cannot be counted in to Service Unavailable Duration, in addition to the conditions described in the definition of Service Unavailability:
(1) Attack traffic exceeds the concurrent requests that can be handled by the CFW edition you purchased.
(2) Hacker attacks on user applications.
(3) Issues caused by a faulty backend server.
3. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration) / Total Time of Service Duration * 100%
Service Availability Rate commitment:
Huawei Cloud will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of CFW per Service Cycle is not less than 99.95%.
4. Service Credit
If CFW fails to meet the commitment on the service availability rate, Huawei Cloud will compensate you based on the terms given in the following table.
|
Service Availability |
Coupon |
|
99.00% ≤ Service Availability Rate < 99.95% |
10% of the basic monthly payment |
|
95.00% ≤ Service Availability Rate < 99.00% |
30% of the basic monthly payment |
|
Lower than 95% |
100% of the basic monthly fee |
Last Updated: December 25, 2023
Content Delivery Network (CDN) Service Specific Terms
1. Definitions
Number of 5xx response errors in five minutes: Number of 5xx errors returned by the domain name due to CDN system problems in five minutes.
Number of failed requests due to node unavailability in five minutes: If a node is unavailable, calculate the number of requests per five minutes based on the statistics of the first seven days, and then convert it to the number of failed requests due to node unavailability in five minutes.
Error in five minutes = (Number of 5xx response error in five minutes + Number of failed requests due to node unavailability in five minutes) / Total number of requests in five minutes of the domain name
"Service Unavailability" means the CDN system log shows that the error rate of CDN was greater than 0.05% within five (5) minutes because of Huawei Cloud.
2. Disclaimers
If you will have a sharp increase in CDN bandwidth usage (greater than or equal to 30% of the billed bandwidth for last month), you must submit a service ticket to inform us at least three (3) business days in advance. Otherwise, HUAWEI CLOUD will not be responsible for service unavailability resulting from this.
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 * 100%
Service Availability Rate commitment:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of CDN per Service Cycle not less than 99.9%.
4. Service Credit
If Huawei Cloud fails to meet the commitment described here for the Service Availability of CDN products under your Huawei Cloud account, Huawei Cloud will compensate you with the Service Credit below (valid only for purchase of CDN products). The total Service Credit shall not exceed 25% of Monthly Service Fee (excluding the fee deducted using coupons).
|
Service Availability |
Service Credit |
|
99%≤Service Availability Rate <99.9% |
10% |
|
Service Availability Rate <99% |
25% |
Last Updated: December 25, 2023
FunctionGraph Service Specific Terms
1. Definition
Service Unavailable is a situation where the error rate of FunctionGraph is greater than 5% within five (5) minutes. The Service Unavailable Duration is calculated by multiplying the error rate by five minutes. Error rates less than 5% will be excluded.
Error Rate is calculated by dividing the number of failed requests into the total number of valid requests in five minutes.
Failed Requests are those responded with HTTP status code 500 or 503 (not custom ones in function code) due to internal errors.
2. Disclaimers
In addition to the unavailability issues described in general terms, unavailability resulting from the following issues is not included as part of the Service Unavailable Duration:
1) Requests restricted by flow control due to quota exhaustion
2) Identity verification or authentication failed, or account in arrears
3) Non-function request failure
4) Custom status code 500 or 503 returned
5) Errors or timeouts caused by users' own function code
6) Requests failed to reach the server due to non-FunctionGraph reasons
3. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
Service Availability Rate in each Service Cycle = (Total Time of Service Cycle - Service Unavailable Duration)/Total Time of Service Cycle x 100%
Service Availability Rate commitment:
Huawei Cloud will make commercially and technically reasonable efforts to ensure that the Service Availability Rate of FunctionGraph per Service Cycle is not less than 99%.
4. Service Credit
If FunctionGraph fails to meet the preceding commitment, Huawei Cloud will provide you service credit as shown in the following table.
|
Service Availability |
Service Credit |
|
95% ≤ Service Availability Rate < 99% |
10% of Monthly Service Fee |
|
90% ≤ Service Availability Rate < 95% |
25% of Monthly Service Fee |
|
Service Availability Rate < 90% |
100% of Monthly Service Fee |
Last Updated: December 25, 2023
GeminiDB Service Specific Terms
1.Description
GeminiDB is a distributed, multi-mode NoSQL service with decoupled compute and storage architecture developed by Huawei.
2.Definitions
"Service Unavailability" means the situation of GeminiDB system log showing that GeminiDB was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud.
3.Disclaimers
For GeminiDB, the following situations will not be considered Service Unavailable Duration:
(1) Unavailability caused by the customer's failure to connect to GeminiDB instances in a high availability mode
(2) Issues caused by improper service use that deviates from the instructions provided in documents such as Best Practices and FAQs
(3) Faults that occur due to the use of single node instances, instead of HA instances such as replica set or cluster instances
(4) Faults that occur due to single-AZ deployment, instead of multi-AZ deployment
(5) Issues caused by third-party open-source software
(6) Customer operations, such as restarting, deleting, or restoring DB instances through a console or APIs
(7) Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance
(8) Network faults, device faults, or configuration adjustment of non-Huawei devices
(9) Service interruption caused by insufficient CPU, memory, and storage resources due to customer's heavy service workload
(10) Hacker attacks on customer's applications
(11) Consequences of data (including passwords) leakage or loss due to improper maintenance of the customer
(12) Consequences caused by operations authorized by the customer or any misjudgment in operations
(13) Customer's failure to comply with the product usage documentation, development specifications, or recommendations provided by Huawei Cloud
(14) Faults caused by bugs in the open-source community or other non-Huawei Cloud issues
(15) Service suspension or termination due to the customer's breach of service clauses (such as arrears)
(16) Unavailability caused by operations authorized by the customer
(17) Unavailability caused by known problems or risks that have been reported to customers for rectification but still fail to be resolved
(18) GeminiDB service availability is undermined due to acts, events, omissions, or incidents arising from events that are unforeseeable, inevitable, and beyond its reasonable control, including but not limited to natural disasters (earthquakes, storms, etc.), act of terrorism, war or warlike operations, civil unrest or riots, electricity outages, network or telecommunication faults, blockages, embargoes, fires, floods, explosions or malicious damage (including but not limited to hacker attacks), plant or equipment failure, or changes of any law, government order, rule, regulation, direction, or industry standard.
4.Service Availability
Service Availability Rate in each Service Cycle is represented by the following formula:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration) / Total Time of Service Duration * 100
5.Service Availability Rate commitment:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of GeminiDB per Service Cycle be no less than 99.95%.
6.Service Credit
If we fail to meet the above commitment, we will provide you the service credit in the following table:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of the Monthly Service Fee |
|
95%≤ Service Availability Rate < 99% |
25% of the Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of the Monthly Service Fee |
Last Updated: September 13, 2024
You can see what is updated in GeminiDB Service Level Agreement History Version
Data Replication Service (DRS) Service Specific Terms
1. Definition
Service Unavailability means the DRS system log shows that DRS was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance
2) Network faults, device faults, or configuration adjustment of non-Huawei devices
3) Other force majeure factors
3. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of DRS per Service Cycle is not less than 99.90%.
4. Service Credit
If we fail to meet the commitment above on DRS Service Availability Rate, Huawei Cloud will provide you with the following service credits:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.90% |
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
Data Warehouse Service GaussDB (DWS) Service Specific Terms
1. Definition
Service Unavailability means the GaussDB(DWS) system log shows that GaussDB(DWS) was inaccessible for more than five consecutive minutes due to a fault with Huawei Cloud.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1）User operations, such as rebooting, deleting, or restoring DB instances through a console or APIs;
2）Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance;
3）Network faults, device faults, or configuration adjustment of non-Huawei devices;
4) DWS service interruptions caused by an unavailable OBS pool selected by the customer;
5) Traffic limiting or fault that is caused by frequent access to management-plane interfaces but does not affect services;
6) Faults in test clusters (including POC clusters and other test clusters confirmed by the customer)
7）Service interruption caused by insufficient CPU and storage resources due to heavy customer service workload;
8）Hacker attacks on user applications;
9）Consequences of data (including passwords) leakage or loss due to the fault of the customer;
10）Operations authorized by the customer;
11）Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud;
12）Service suspension or termination due to the customer's breach of service clauses (such as arrears);
13）Other force majeure factors;
3. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of GaussDB(DWS) per Service Cycle is not less than 99.9%.
Note: Standalone deployment does not ensure availability.
4. Service Credit
If we fail to meet the commitment above on GaussDB(DWS) Service Availability Rate, Huawei Cloud will provide you with the following service credits:
|
Service Availability Rate |
Service Credit |
|
99.00% ≤ Service Availability Rate < 99.90% |
10% of Monthly Service Fee |
|
Service Availability Rate < 99% |
30% of Monthly Service Fee |
Last Updated: December 27, 2023
Distributed Cache Service (for Redis and for Memcached) Service Specific Terms
1. Definition
Service Unavailability means the DCS system log shows that DCS (for Redis and for Memcached) was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Service Unavailability does not include unavailability resulting from any of the following issues:
(1) Network faults, device faults, or configuration adjustment of non-HUAWEI CLOUD devices
(2) Issues caused by improper service use (such as exceeding the CPU, memory, and network bandwidth limits of instance nodes) that deviates from the instructions provided in documents such as Best Practices and FAQs
(3) Faults that occur due to the use of single-node instances, instead of HA instances such as master/standby or cluster instances
(4) Faults that occur due to single-AZ deployment, instead of multi-AZ deployment
(5) Issues caused by third-party open-source software
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of DCS per Service Cycle not less than 99.95%.
3. Service Credit
If the above commitment fails to be met due to HUAWEI CLOUD reasons, HUAWEI CLOUD will provide you service credit as shown in the following table.
Master/standby Redis instances:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of monthly service fee |
Cluster Redis instances:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of monthly service fee |
Read/write splitting Redis instances:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of monthly service fee |
Master/standby Memcached instances:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of monthly service fee |
Last Updated: January 4, 2024
Distributed Message Service (for Kafka, for RabbitMQ, and for RocketMQ) Service Specific Terms
1. Definitions
Service Unavailability means the DMS system log shows that DMS was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Service Unavailability does not include unavailability resulting from any of the following issues:
(1) Network faults, device faults, or configuration adjustment of non-HUAWEI CLOUD devices
(2) Issues caused by improper product usage, such as overloaded broker, insufficient disk space, and lack of multiple replicas or redundant queues
(3) Faults that occur due to single-AZ deployment, instead of multi-AZ deployment
(4) Issues caused by third-party open-source software
2. Service Availability
Calculation formula for Service Availability Rate in each Service Cycle:
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of DMS per Service Cycle not less than 99.9%.
3. Service Credit
If we fail to meet the above commitment, HUAWEI CLOUD will provide you service credit as shown in the following table.
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
Last Updated: January 4, 2024
RDS for MySQL, RDS for PostgreSQL, RDS for SQL Server, RDS for MariaDB Service Specific Terms
1. Definition
Service Unavailability: The RDS system log shows that a DB instance was inaccessible for one or more consecutive minutes because of Huawei Cloud.
2. Disclaimers
Service unavailability caused by the following situations is not be counted as part of the service unavailability duration:
1) User operations, such as rebooting, deleting, or restoring DB instances through a console or APIs;
2) Planned system maintenance that Huawei Cloud has notified you of in advance, such as cutovers, maintenance, upgrades, and fault simulations;
3) Network faults, device faults, or configuration adjustment of non-Huawei devices;
4) Service interruptions caused by insufficient vCPUs, memory, storage, or the maximum number of connections being reached for a DB instance or a database proxy due to heavy customer workloads;
5) Hacker attacks on user applications;
6) Consequences of data (including passwords) leakage or loss due to improper maintenance of the customer;
7) Operations authorized by the customer or any mis-judgment in operations;
8) Customer failure to comply with the product usage documentation or recommendations provided by Huawei Cloud;
9) Redo or recovery log replay;
10) Service suspension or termination due to the customer's breach of service clauses (such as arrears);
11) Data losses resulting from a local disk failure;
12) Force majeure factors;
13) Faults resulting from single-AZ deployment instead of multi-AZ deployment;
14) Database engine basic software that causes databases to break down repeatedly or to be inoperable;
15) Faults caused by open-source community bugs or other non-Huawei Cloud issues.
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:
Huawei Cloud will use commercially and technically reasonable efforts to ensure the Service Availability Rate of RDS primary/standby instances is no less than 99.95% per Service Cycle.
Note: The availability (SLA) cannot be guaranteed if the instance (including read replicas) is deployed on a single server.
4. Service Credit
If we fail to meet this RDS Service Availability commitment, Huawei Cloud will provide you with the service credits listed below:
Primary/Standby instances
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability < 99% |
25% of Monthly Service Fee |
|
Service Availability < 95% |
100% of Monthly Service Fee |
Last Updated: May 31, 2024
You can see what is updated in RDS for MySQL, RDS for PostgreSQL, RDS for SQL Server, RDS for MariaDB Service Level Agreement History Version.
GaussDB (for MySQL) Service Specific Terms
1.Definition
Service Unavailability means the GaussDB(for MySQL) system log shows that a DB instance was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than one (1) minute shall not be included.
2.Disclaimers
Service unavailability caused by the following situations shall not be counted in the service unavailability period:
1) Customer operations, such as rebooting, deleting, or restoring GaussDB(for MySQL) instances through the console or APIs
2) Network faults, device faults, or configuration adjustment of non-Huawei devices
3) Faults that occur due to single-AZ deployment, instead of multi-AZ deployment
4) Hacker attacks on customer applications
5) Planned system maintenance, such as cutover, maintenance, upgrade, and fault drills, of which Huawei Cloud has notified the customer in advance
6) Data (including passwords) leakage or loss due to improper maintenance of the customer
7) Operations authorized by the customer or any misjudgment in operations
8) Customer failure to comply with GaussDB(for MySQL) documentation or recommendations
9) Service interruptions caused by insufficient vCPUs, memory, storage, and maximum number of connections of a DB instance or proxy instance due to heavy workloads of the customer
10) Faults caused by open-source community bugs or other non-Huawei Cloud issues
11) Service suspension or termination due to the customer's breach of service clauses (such as arrears)
12) Customer failure to rectify known problems or risks which Huawei Cloud has notified them of
13) Other force majeure factors
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:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of GaussDB(for MySQL) per Service Cycle be no less than 99.99%.
Remarks: HUAWEI CLOUD cannot ensure the high availability of a single-node DB instance (with a primary node or a HTAP read replica) because the instance is deployed on only a single server.
4.Service Credit
If we fail to meet the commitment above on GaussDB(for MySQL) Service Availability Rate, HUAWEI CLOUD will provide you with service credit as follows.
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.99% |
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: January 8, 2024
Global Accelerator (GA) Service Specific Terms
1. Service Unavailability
A Global Accelerator is considered unavailable if it fails to establish connections with its endpoints or packets are lost for one or more consecutive minutes.
2. Disclaimers
This SLA does not apply if service unavailability is caused by any abnormality described in the General Terms or either of the following:
- Network failures, device faults, or configuration changes in non-Huawei devices, including but not limited to network carriers' line faults;
- Your applications are attacked by, including but not limited to DDoS attacks;
- Your applications are abnormal.
3. Service Availability
A Global Accelerator's Service Availability refers to the availability of the network between the Huawei Cloud access points and the Huawei Cloud private networks. The network availability between the Huawei Cloud access points and your terminals is guaranteed by the carrier from whom you leased a private line.
The service availability in each service cycle is calculated using the following formula:
Service Availability in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration) / Total Time of Service Duration x 100%.
Huawei Cloud will make all efforts to ensure the service availability of at least 99.95% in each service cycle.
4. Service Credits
If the service availability falls below 99.95% due to reasons caused by Huawei Cloud, Huawei Cloud will offer service credits based on the degree of the unavailability:
|
Service Availability |
Service Credit |
|
99.0% ≤ Service Availability < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability < 99% |
25% of Monthly Service Fee |
|
Service Availability < 95% |
100% of Monthly Service Fee |
Last Updated: April 25, 2024
Enterprise Router (ER) Service Specific Terms
1. Definition
Service Unavailability: Logs show that all packets were discarded by an enterprise router for a full minute due to a fault of Huawei Cloud. Unavailability of less than one minute is not counted.
2. Disclaimers
This SLA does not apply to service unavailability resulting from any of the following:
1) Force majeure.
2) A request from supervisory authorities to suspend or terminate your services in compliance with relevant laws and regulations or the requirements of the Customer Agreement.
3) Your reason or a third party.
4) Routine system or service maintenance provided by us.
5) Your failure to use the Service following its operation guide.
6) A carrier's network malfunction.
7) Planned system maintenance that Huawei Cloud has notified you of in advance, such as cutovers, maintenance, upgrades, or fault simulations.
8) Attacks to your applications, including but not limited to DDoS attacks, SYN flood attacks, and virus intrusions.
9) Loss or leakage of data (including passwords) due to your improper maintenance.
10) Your negligence or operations that you allowed.
11) Network faults of other services (for example, unavailable VPN, Direct Connect, or VPC).
3. Service Availability
Formula for Service Availability Rate in each Service Cycle:
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:
Huawei Cloud will make all commercially and technically reasonable efforts to commitment the following Service Availability for Enterprise Router per Service Cycle.
An enterprise router deployed in multiple AZs
|
Service Availability |
Service Credit |
|
99.00% ≤ Service Availability < 99.95% |
10% of Monthly Service Fee |
|
95.00% ≤ Service Availability < 99.00% |
25% of Monthly Service Fee |
|
Service Availability < 95.00% |
100% of Monthly Service Fee |
An enterprise router deployed in a single AZ
|
Service Availability |
Service Credit |
|
99.00% ≤ Service Availability Rate < 99.9% |
10% of Monthly Service Fee |
|
95.00% ≤ Service Availability < 99.00% |
25% of Monthly Service Fee |
|
Service Availability < 95.00% |
100% of Monthly Service Fee |
Last updated: April 18, 2024
Cloud Bastion Host (CBH) Service Specific Terms
1. Definitions
Service Unavailability means the CBH system log shows that the CBH service was inaccessible for 5 consecutive minutes or longer because of Huawei Cloud.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Customer operations, such as rebooting, deleting, or restoring DB instances through a console or APIs;
2) Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance;
3) Network faults, device faults, or configuration adjustment of non-Huawei devices;
4) Service interruption caused by insufficient CPU and storage resources due to customer's heavy service workload;
5) Hacker attacks on customer applications;
6) Data (including passwords) leakage or loss due to improper maintenance of the customer;
7) Operations authorized by the customer or any mis-judgment in operations;
8) Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud;
9) Service suspension or termination caused by customer's breach of contract (such as an overdue payment);
10) 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 Commitment:
Huawei Cloud will take all commercially viable and technically feasible measures to ensure that the Service Availability of CBH remains at least 99.9% in each service cycle.
4. Service Credit
If we fail to meet these commitments, Huawei Cloud will provide you with the service credit described below:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
15% of Monthly Service Fee |
|
Service Availability Rate < 90% |
25% of Monthly Service Fee |
Last updated: August 15, 2024
Scalable File Service Turbo (SFS Turbo) Service Specific Terms
1. Definitions
Service Unavailability means the SFS Turbo system log shows that SFS Turbo was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.
2. 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 * 100%.
Service Availability Rate commitment:
HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of SFS Turbo per Service Cycle not less than 99.95%.
3.Service Compensation
If we fail to meet the above commitment, we will provide you the service credit in the following table:
|
Service Availability Rate |
Service Credit |
|
99% ≤ Service Availability Rate < 99.95% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability Rate < 99% |
30% of Monthly Service Fee |
|
Service Availability Rate < 95% |
100% of Monthly Service Fee |
Last Updated: August 22, 2024
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