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.
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