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 Phone Host (CPH) Service Specific Terms
1. Definitions
You understand that Cloud Phone Host (CPH) consists of the following two parts:
- Cloud phone server (paid): includes underlying hardware servers and server system management services.
- Cloud phone (free): includes cloud phones and phone ROM.
Unless otherwise specified, the following SLA applies only to cloud phone servers.
Service Cycle means a calendar month.
Total Time of Service Cycle per Cloud Phone Server means the total minutes in a Service Cycle for a cloud phone server. Total Time of Service Cycle = Total number of days in a Service Cycle x 24 hours x 60 minutes.
CPH Unavailability: The CPH system log shows that CPH was inaccessible for more than five consecutive minutes due to Huawei Cloud reasons.
Unavailable Time per Cloud Phone Server means the total minutes that a cloud phone server is unavailable in a Service Cycle.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Planned system maintenance, such as cutovers, maintenance, upgrades, or fault simulations that Huawei Cloud has notified you of in advance;
2) Huawei Cloud operations authorized by you;
3) Network faults, device faults, or configuration adjustment of non-Huawei devices;
4) Server hardware faults and your refusal to authorize Huawei Cloud to fix faults;
5) Hardware faults of servers whose warranty has expired and your refusal to upgrade;
6) Your application or installation activities;
7) External devices embedded at the request of you;
8) Server disconnection resulted from normal server operations including but not limited to OS installation, OS reinstallation, BIOS modifications, server shutdowns, or server restarts;
9) Service unavailability that persists when Huawei is waiting for your authorization for server hardware repair and when Huawei engineers are repairing it;
10) A single point of failure (SPOF) on a piece of hardware that does 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;
11) Data loss on local disks in cases where, for example, the disks are damaged or the servers break down;
12) Attacks on your applications;
13) Data leakage or loss (including passwords) due to your own actions;
14) Your failure to follow the Huawei Cloud product documentation or other guidelines to perform operations, such as stopping a server, restarting a server, and detaching Elastic Volume Service (EVS) disks from a server, when using APIs, CLI, or console;
15) Service anomalies resulting from your use of third-party services;
16) Cloud phone unavailability due to improper modification of the cloud phone configuration or file (for example, the system service is abnormal due to the modification of the cloud phone ROM).
3. Service Availability
Formula for calculating Service Availability in each Service Cycle
Service Availability per Service Cycle = (Total Time of Service Cycle per Cloud Phone Server – Unavailable Time per Cloud Phone Server)/Total Time of Service Cycle per Cloud Phone Server x 100%.
Service Availability Commitment
Huawei Cloud will make commercially and technically reasonable efforts to ensure that the Service Availability of a cloud phone server per Service Cycle is not less than 99.5%.
4. Service Credit
If we fail to meet the above commitment, Huawei Cloud will provide you with the service credit described below:
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability < 99.5% |
10% of Monthly Service Fee |
|
Service Availability < 99% |
30% of Monthly Service Fee |
Last Updated: January 15, 2024