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.
Edge Security (EdgeSec) Service Specific Terms
1. Definition
Service Unavailability means the EdgeSec system logs show that, because of Huawei Cloud, the customer service failure rate is higher than 20% and there was a service interruption lasting more than 10 consecutive minutes. An unavailability period of less than 10 minutes is not counted as part of the service unavailability duration.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by:
1) Customer's backend origin servers, for example, bandwidth exhaustion, origin IP address exposure, data center breakdowns, network jitter, installation or upgrades of OSs or applications;
2) Improper design of customer services, for example, if the customer service network is disconnected because their service does not support session synchronization or session persistence;
3) An insufficient EdgeSec protection quota, for example, if the attack traffic exceeds the concurrent requests the EdgeSec edition the customer is using can handle;
4) Non-application layer attacks, for example, heavy-traffic DDoS attacks when the customer did not purchase the EdgeSec Anti-DDoS service;
5) Hacker attacks on customer applications;
6) Consequences of data leakage or loss (including passwords) due to the customer's actions;
7) Service suspension or termination caused by customer's breach of contract, regulations, or laws and other activities, such as security threats or frauds made by the customer or their end users to Huawei Cloud services;
8) An increase in service volume without notice. If the customer's service volume increases sharply (for example, the bandwidth increases or the number of requests increases by 30% or more compared to the previous month), the customer shall notify Huawei Cloud EdgeSec by submitting a service ticket at least three working days in advance.
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 all commercially viable and technically feasible efforts to ensure that the Service Availability Rate of EdgeSec per Service Cycle is not less than 99.9%.
4. Service Credit
If EdgeSec fails to meet this commitment to the service availability rate, Huawei Cloud will compensate you based on the terms given in the following table.
|
Service Availability |
Service Credit |
|
99% ≤ Service Availability Rate < 99.9% |
10% of monthly service fee |
|
Service Availability < 99% |
25% of monthly service fee |
Last Updated: January 15, 2024