Huawei Cloud, Service Level Agreement, SLA-HUAWEI CLOUD

Huawei Cloud Service Level Agreement

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.

Service Specific Terms

Data Warehouse Service GaussDB(DWS)

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

Cloud Search Service (CSS)

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

Distributed Cache Service (for Redis and for Memcached)

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

Distributed Message Service (for Kafka, for RabbitMQ, and for RocketMQ)

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

Database Security Service (DBSS)

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

Data Security Center (DSC)

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

Web Application Firewall (WAF)

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

Object Storage Service (OBS)

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

Elastic Volume Service (EVS)

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

Cloud Backup and Recovery (CBR)

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

Scalable File Service (SFS)

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

Elastic Cloud Server (ECS)

1. Definition

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 Service Unavailability in One Region is when you have deployed ECSs in at least two availability zones (AZs) in a given region, and none of the ECSs in these AZs were available, then such ECSs are considered to have experienced Multi-AZ Service Unavailability in One Region.

Multi-AZ Service Unavailability Time in One Region is the total number of minutes that the ECSs in other AZs experienced Multi-AZ Service 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 kept by local disks getting lost due to damage to those disks or getting unavailable due to instance breakdown

2) Unavailability of BMSs that did not have high availability (HA) enabled and did not accept server replacement during a 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 software or drivers installed by you, 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 improper use of confidential information

6) Spot ECSs released because the bid price is lower than the market price or ECSs suspended or released due to arrears of payment

7) Unavailability caused by a force majeure

8) Operations authorized by the customer or any mis-judgments in operations

9) Network faults, device faults, or configuration adjustment of non-Huawei devices

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) For ECS Availability

Service Availability Rate per Service Cycle = (Total Time of a Service Cycle per ECS – Service Unavailability Time per ECS)/Total Time of Service Cycle per ECS x 100%

2) For Multi-AZ Service Unavailability in One Region

Service Availability Rate per Service Cycle = (Total Time of a Service Cycle per ECS – Multi-AZ Service 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 an ECS per Service Cycle is not lower than 99.975% and that the Multi-AZ Service Unavailability in One Region per Service Cycle is not lower than 99.995%.

2) ECS provides different modes for you to deploy your applications. You can deploy one or more applications on one ECS or 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. 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 coupons for the amounts (valid only for purchase of ECS) shown in the following table. The total coupon amount shall not exceed the Monthly Expenditure (excluding the fee deducted using cash coupons).

For ECS Availability

Service Availability Rate	Coupon Amount
99% ≤ Service Availability Rate < 99.975%	10% of Monthly Expenditure
95% ≤ Service Availability Rate < 99%	30% of Monthly Expenditure
Service Availability Rate < 95%	100% of Monthly Expenditure

For Multi-AZ Service Unavailability in One Region

Service Availability Rate	Coupon Amount
99% ≤ Service Availability Rate < 99.995%	10% of Monthly Expenditure
95% ≤ Service Availability Rate < 99%	30% of Monthly Expenditure
Service Availability Rate < 95%	100% of Monthly Expenditure

Compensation Application Time Limit

You can claim compensation for an ECS that did not meet Service Availability requirements in the previous month after the fifth (5) business day of each 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.

Bare Metal Server (BMS)

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:

caused by your negligence or HUAWEI CLOUD operations authorized by you on servers.
caused by network faults, device faults, or configuration adjustment of non-Huawei devices.
caused by server hardware faults you refused to authorize HUAWEI CLOUD to repair.
caused by hardware faults of servers whose warranty has expired and then you refused to upgrade them.
that persist when Huawei is waiting for your authorization for server hardware repair and when Huawei engineers are repairing it.
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.
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.
caused by OS or key process issues when you install, reinstall, or uninstall your own or third-party applications.
caused by hacker attacks on your applications.
caused by data (including passwords) leaked or lost due to user errors.
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.
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

Elastic Load Balance (ELB)

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

NAT Gateway（NAT）

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

Direct Connect（DC）

Self-Service Connections

1.Definitions

Direct Connect Location: a Huawei Cloud data center that can access Huawei Cloud

Standard Scenario: multiple direct connections accessing multiple locations

Service Unavailability: All attempts to connect to a specified Direct Connect connection within one minute have failed. Service Unavailability refers to the total minutes in a Service Cycle in which all attempts to connect to a specified direct connection failed.

2.Disclaimers

Service Unavailability does not include unavailability resulting from any of the following issues:

（1）Service fluctuations caused by planned system maintenance, such as cutovers, maintenance, upgrades, or fault simulations that Huawei Cloud has notified the customer of in advance

（2）There are one of more connections to just a single Direct Connect location and that location has failed.

（3）Service interruptions caused by network failures, device faults, or configuration changes in non-Huawei cloud data centers, including but not limited to service unavailability caused by network carrier line faults, customer device faults, or customer network faults.

（4）Direct Connect being unavailable due to malfunctions of other services

（5）Loss or disclosure of data, including passwords, due to improper maintenance by the customer

（6）Operations authorized by the customer or any mis-judgment in operations

（7）Customers' failure to comply with the product usage documentation or recommendations provided by Huawei Cloud

（8）Service faults caused by any force majeure event

3.Service Availability

Service Availability Rate in each Service Cycle calculation formula:

Service Availability Rate in each Service Cycle = (Total Time of Service Duration – Service Unavailable Duration)/Total Time of Service Duration x 100%

Service Availability Rate commitment:

Direct Connect availability refers to the availability of the network between Direct Connect locations and Huawei Cloud VPCs. To ensure the availability of self-built lines, customers need to contact their carriers.

Huawei Cloud will make all commercially viable and technically feasible efforts to ensure that the Service Availability Rate of Direct Connect per Service Cycle is not less than 99.95%, but will only do so in multiple-location access scenarios.

4.Service Credit

If we fail to meet these commitments, Huawei Cloud will provide you with the service credits described below:

Service Availability Rate	Service Credit
99.5% ≤ Service Availability Rate < 99.95%	5% of Monthly Service Fee
99% ≤ Service Availability Rate < 99.5%	10% of Monthly Service Fee
95% ≤ Service Availability Rate < 99%	25% of Monthly Service Fee
Service Availability Rate < 95%	100% of Monthly Service Fee

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Full-Service Connections

1.Definitions

Direct Connect Location: a Huawei Cloud data center that can access Huawei Cloud

Full-service connection: Huawei Cloud and third-party network carriers jointly provide end users with convenient cloud services. Huawei Cloud provides Direct Connect and some network proxy services. Third-party network carriers (hereafter referred to as "carriers") provide physical line-related services.

Standard Scenario: multiple direct connections accessing multiple locations

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.

（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.

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

Simple Message Notification (SMN)

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

Virtual Private Network (VPN)

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

RDS for MySQL, RDS for PostgreSQL, RDS for SQL Server

1. Definition

Service Unavailability means the RDS system log shows that a DB instance was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. Disclaimers

Service unavailability caused by the following situations shall not be counted in the service unavailability duration:

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) Redo or recovery log replay

10) Service suspension or termination caused by customer's breach of contract (such as an overdue payment)

11) Data losses resulting from a local disk failure

12) 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of RDS primary/standby DB instances be no less than 99.95% per Service Cycle.

Remarks: Huawei Cloud cannot ensure the availability of a single-node RDS DB instance because the instance is deployed on only one ECS.

4. Service Credit

If we fail to meet the commitment above on RDS 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%	25% of Monthly Service Fee
Service Availability Rate <95%	100% of Monthly Service Fee

Distributed Database Middleware (DDM)

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

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

Document Database Service (DDS)

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

Key Management Service (KMS)

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

Application Operations Management (AOM)

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

Log Tank Service (LTS)

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

Elastic IP (EIP)

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

Data Lake Insight (DLI) Service Statement

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

MapReduce Service（MRS）

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) 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

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

Cloud Data Migration (CDM)

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

DataArts Studio

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

ModelArts Services (ModelArts)

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

API Gateway

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

Host Security Service (HSS)

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

Graph Engine Service (GES)

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

Cloud Container Engine (CCE)

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) CCE service availability is undermined due to the unavailability or resource shortage of its dependent services, including Huawei Cloud compute, storage, and networking services, to which CCE connects to run Kubernetes clusters. In this case, follow the SLA of the dependent services to handle the faults.

3) CCE service availability is undermined due to issues from open source software, including Kubernetes, third-party Kubernetes add-ons integrated with CCE, Docker, and OS kernel.

4) The cluster fails due to your change on the configurations without following the CCE documentation or console instructions, unless otherwise specified.

5) You are running a cluster version that is not covered by the CCE SLA. For details, see Kubernetes Version Support Mechanism in the CCE bulletin.

6) 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.

7) Service exceptions caused by force majeure.

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

Cloud Firewall (CFW)

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: November 2, 2022

Cláusulas legales

Huawei Cloud Service Level Agreement Imprimir

Huawei Cloud Service Level Agreement

Huawei Cloud Service Level Agreement

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