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 Search Service (CSS) Service Specific Terms

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

4. Restriction

This SLA does not apply to any performance or availability issues caused by the following:

1) The cluster has fewer than 3 nodes;

2) You incorrectly configure cluster parameters;

3) Your service has been overloaded, but you continue to make frequent data read/write or changes;

4) You do not enable replicas as suggested for your cluster that uses local disks. As a result, data cannot be restored in the case of a data loss;

5) You do not enable 3-AZ HA for your cluster, and your cluster is unavailable due to an AZ fault.

Last Updated: January 15, 2024