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-intl.huaweicloud.com/ticket/?region=ap-southeast-1&locale=en-us#/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.
CloudPond Service Specific Terms
1. Definition
Service definition: CloudPond is a distributed cloud solution provided by Huawei Cloud in customer equipment rooms.
Service availability scope: Huawei Cloud services that run on CloudPond.
Definition of service unavailability: As CloudPond is a part of Huawei Cloud, Huawei Cloud performs unified O&M. After eliminating the restrictions that affect CloudPond unavailability situations, services running on CloudPond will comply with the definition of unavailability of services running on Huawei Cloud.
If other cloud services have special conventions for the CloudPond scenario, the special conventions prevail.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
(1) The CloudPond cloud-edge network cannot communicate properly due to user-side faults. This is not considered as a service unavailable.
Common scenarios include but are not limited to the following:
a. Communication failure occurs on the network provided by the carrier used by the user.
b. Communication faults caused by incorrect configuration of data center network devices.
c. Communication faults caused by malicious attacks on the user network;
d. Communication faults occur due to network arrears or frequent changes of public IP addresses.
(2) If the hardware of the CloudPond cabinet is faulty due to user-side problems, the service is not unavailable.
Common scenarios include but are not limited to the following:
a. Users open CloudPond cabinets and adjust, move, or damage hardware without permission.
b. Users move CloudPond cabinets ithout prior communication with the Huawei Cloud team.
c. Users change cables (such as power supply and network cables) of the CloudPond cabinet without prior communication with the Huawei Cloud team.
d. Users power off the entire cabinet without prior communication with the Huawei Cloud team.
(3) If the equipment room where the CloudPond cabinet is located does not meet the CloudPond normal running standard due to user-side problems, this situation is not considered as a service unavailable.
Common scenarios include but are not limited to the following:
a. The power supply in the customer's equipment room is unstable and does not meet the CloudPond operation requirements.
b. The cooling system in the customer equipment room is faulty and cannot provide temperature and humidity suitable for the normal operation of the CloudPond.
c. Vulnerabilities exist in the management work of the customer's equipment room. As a result, the CloudPond cabinet is maliciously damaged.
(4) No standby server is configured for the CloudPond computing resources used by the user. As a result, the CloudPond cannot provide services when the related hardware is faulty, and the service is not unavailable.
(5) CloudPond cannot provide services due to security attacks because users do not complete security protection on the application/self-workload side. This situation is not considered as a service unavailable situation.
Common scenarios include but are not limited to the following:
a. Security hardening is not performed on ECS VMs running on CloudPond. As a result, viruses and Trojan horses are attacked and the OS breaks down.
b. Users do not correctly configure security services, VPC networks, and port rules. As a result, user services are maliciously attacked and become unavailable.
c. The user's service information is stolen because the user uses simple passwords or the password and AK/SK are not properly stored.
(6) CloudPond cannot provide services because users do not pay for or renew resources in a timely manner. Therefore, CloudPond cannot provide services.
(7) CloudPond cannot provide services due to technical problems during service deployment, upgrade, change, backup and restoration, and DR drills.
(8) If the CloudPond cannot provide services before capacity expansion and acceptance are complete due to capacity expansion requirements, the CloudPond cannot provide services.
(9) The CloudPond cloud-edge network connection solution needs to be switched due to Huawei Cloud or customer reasons. During the switchover, CloudPond cannot provide services properly. Therefore, the service is not unavailable.
(10) If the CloudPond service cannot run properly due to user operation reasons, the CloudPond cannot provide services during the working period, such as configuration restoration, service startup, and data verification, after the user-side fault is rectified, the CloudPond service cannot be regarded as unavailable.
(11) Due to Huawei Cloud version upgrade requirements, CloudPond cannot provide services during the upgrade period agreed with the customer. Therefore, the service is not unavailable.
(12) In the CloudPond scenario where the customer leases equipment rooms (including Huawei equipment rooms), network unavailability caused by carriers should not be counted in the service unavailability time.
(13) If the CloudPond is deployed in the equipment room leased by the customer (including the equipment room leased by Huawei), service unavailability caused by network faults, device configuration adjustment, or mains power interruptions other than Huawei Cloud equipment (including the equipment leased by Huawei) shall not be counted in the service unavailability time.
(14) If CloudPond cannot provide services due to other non-Huawei Cloud reasons, the service unavailability shall not be counted.
3. Service availability
CloudPond is a part of the Huawei Cloud and is operated and maintained by Huawei Cloud Operation Team in a unified manner. After the disclaimers above that affect the availability of CloudPond are excluded, the availability of Huawei Cloud services running on CloudPond is ensured, and it complies with the availability standards of Huawei Cloud cloud services in the single Availability Zone (AZ) model.
If other cloud services have special conventions for the CloudPond scenario, the special conventions prevail.
4. Compensation for services
CloudPond is a part of the Huawei Cloud and is operated and maintained by Huawei Cloud Operation Team in a unified manner. If the Huawei Cloud services running on CloudPond do not meet the service commitments, Compensation will be made based on the service compensation standard of each Huawei Cloud service.
If other cloud services have special conventions for the CloudPond scenario, the special conventions prevail.
Last Updated: December 3, 2024