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.
Cloud Container Instance (CCI) Specific Terms
1. Definitions
Service Unavailability of a Single Pod: System logs show that the workload is inaccessible for one (1) or more consecutive minutes because of Huawei Cloud. Service Unavailability does not include unavailability or service suspension caused by system maintenance (including cutovers, maintenance, and upgrades), or unavailability caused by you or a third party, or by force majeure.
Service Unavailability of Pods in Multiple AZs of the Same Region: System logs show that the workloads are inaccessible for one (1) or more consecutive minutes because of Huawei Cloud. Service Unavailability does not include unavailability or service suspension caused by system maintenance (including cutovers, maintenance, and upgrades), or unavailability caused by you or a third party, or by force majeure. When you use CCI to run workloads in multiple AZs of the same region, if the workloads in all AZs are unavailable at the same time, all pods in that region are considered unavailable.
2. Disclaimers
In addition to the situations specified in General Terms, the following situations shall not be counted in the Service Downtime:
1) Workloads are unavailable due to your container images, software or drivers you install, third-party software or drivers that are not directly managed by Huawei Cloud, configuration errors, or hacker attacks.
2) Workloads are unavailable because the data in the temporary storage media described in the CCI documentation is lost (for example, when the local disk is damaged).
3) Workloads are unavailable because resources are sold out, which CCI will display an event for.
4) Workloads are unavailable because the quotas and capacities of CCI and dependent services (such as network and storage services) exceed the limits in your plan.
5) CCI service availability is undermined due to unavailability of its dependent services, including compute, storage, and networking services. (If this happens, refer to the SLAs of the dependent services.)
6) Workloads are unavailable due to component exceptions in your on-premises data center when workloads in your on-premises data center are scaled to CCI through the add-on.
7) Workloads are unavailable because data, passwords, or other authentication credentials are lost or leaked due to improper maintenance or confidentiality measures.
8) CCI is abnormal or fails to meet your requirements because you change the configurations without following the CCI documentation or console instructions, unless otherwise specified. There are no SLAs for the open beta capabilities specified in the CCI documentation or on the console.
3. Service Availability
Formula for Service Availability in each Service Cycle:
Service Availability per Service Cycle = (Total Time of Service Cycle – Service Downtime)/Total Time of Service Cycle × 100%
Service Availability Commitment:
Huawei Cloud shall make reasonable commercial and technical efforts to promise that the service availability of a single pod per Service Cycle is not lower than 99.95% and that of pods in multiple AZs of the same region per Service Cycle is not lower than 99.99%.
4. Service Credit
If we fail to meet the commitment, Huawei Cloud will provide you with the service credits described below.
A single pod:
|
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 |
Pods in multiple AZs of the same region:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability < 99.99% |
10% of Monthly Service Fee |
|
95% ≤ Service Availability < 99% |
25% of Monthly Service Fee |
|
Service Availability < 95% |
100% of Monthly Service Fee |
Last updated: November 25, 2024