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.
RDS for MySQL, RDS for PostgreSQL, RDS for SQL Server, and RDS for MariaDB Service Specific Terms
1. Definition
Service Unavailability: The RDS system log shows that a DB instance was inaccessible for one or more consecutive minutes because of Huawei Cloud.
2. Disclaimers
Service unavailability caused by the following situations is not be counted as part of the service unavailability duration:
1) User operations, such as rebooting, deleting, or restoring DB instances through a console or APIs;
2) Planned system maintenance that Huawei Cloud has notified you of in advance, such as cutovers, maintenance, upgrades, and fault simulations;
3) Network faults, device faults, or configuration adjustment of non-Huawei devices;
4) Service interruptions caused by insufficient vCPUs, memory, storage, or the maximum number of connections being reached for a DB instance or a database proxy due to heavy customer workloads;
5) Hacker attacks on user applications;
6) Consequences of data (including passwords) leakage or loss due to improper maintenance of the customer;
7) Operations authorized by the customer or any mis-judgment in operations;
8) Customer failure to comply with the product usage documentation or recommendations provided by Huawei Cloud;
9) Redo or recovery log replay;
10) Service suspension or termination due to the customer's breach of service clauses (such as arrears);
11) Data losses resulting from a local disk failure;
12) Force majeure factors;
13) Faults resulting from single-AZ deployment instead of multi-AZ deployment;
14) Database engine basic software that causes databases to break down repeatedly or to be inoperable;
15) Faults caused by open-source community bugs or other non-Huawei Cloud issues.
3. Service Availability
Service Availability Rate in each Service Cycle calculation formula:
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 ensure the Service Availability Rate of RDS primary/standby instances is no less than 99.95% per Service Cycle.
Note: The availability (SLA) cannot be guaranteed if the instance (including read replicas) is deployed on a single server.
4. Service Credit
If we fail to meet this RDS Service Availability commitment, Huawei Cloud will provide you with the service credits listed below:
Primary/Standby instances
|
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 |
Last Updated: January 15, 2024