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.
IoT Device Access (IoTDA) Service Specific Terms
1. Definitions
Service Unavailability means the IoTDA system log shows that IoTDA was inaccessible for more than five consecutive minutes due to a fault with Huawei Cloud.
Valid Requests refer to the requests received by IoTDA from devices or application servers. Valid requests do not include those failed due to carrier network faults, devices being offline, user misoperations, and specifications limits. For example:
1) After platform APIs are called, non-5XX errors (5XX indicates server system exceptions) are returned due to network disconnection or rate limiting for frequent requests;
2) Devices report data or applications send requests to devices too frequently. The number of requests exceeds the service specifications, for example, 50 queries per second (QPS) when Quality of Service (QoS) 0 is used for a single device;
3) Devices cannot communicate with the cloud due to carrier network faults. For example, devices fail to connect to the cloud and report data, or the cloud fails to send requests to devices;
4) Data is discarded because it is configured incorrectly by users or does not comply with the rule configuration. Access requests fail because the target cloud service or third-party system is abnormal;
5) Requests fail to be processed due to issues of your servers.
Failed Requests refer to the requests failed to be processed due to IoTDA faults. Request failures include device connection errors, device communication errors, and failures to forward or push messages to other cloud services or third-party systems.
2. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Your improper management, misoperations, and negligence, for example:
a.Internal personnel disclose important credentials such as passwords;
b.Users incorrectly modify system parameters or unsubscribe from services using the console or application programming interfaces (APIs);
2) System attacks or device spoofing caused because you do not implement necessary protection according to Huawei's security suggestions or best practices in the industry. For example:
a.Attacks enter the production network from the office network due to inappropriate network isolation;
b.Users use symmetric keys, instead of certificates, for device access;
c.Users use the one-model-one-secret mode with a low security level for device access;
d.Users use unencrypted communication protocols, such as Message Queuing Telemetry Transport (MQTT), Constrained Application Protocol (CoAP), and Hypertext Transfer Protocol (HTTP);
3) Invalid requests;
4) The actual service traffic (number of devices and maximum number of messages per second) exceeds the subscribed service specifications;
5) Major change operations with your authorization.
3. Service Availability
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 x 100%.
Service Availability Rate commitment:
Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of IoTDA per Service Cycle be no less than 99.95%
4. Service Credit
If we fail to meet the above commitment, we will provide you with the following service credit.
|
Service Availability Rate |
Coupon Amount |
|
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% |
30% of Monthly Service Fee |
Last Updated: January 15, 2024