Huawei Cloud Service Level Agreement

Huawei Cloud Service Level Agreement

This Service Level Agreement (this “SLA”) is an integrated part of the Huawei Customer Agreement (the “Agreement”). Capitalized terms used in this SLA shall have the same meaning as defined in the Agreement unless otherwise stated in this SLA. Should there be any discrepancy between this SLA and the Agreement, this SLA shall prevail.

HUAWEI CLOUD may modify the terms of this SLA from time to time at its discretion. However, HUAWEI CLOUD may not modify your SLA during the initial term of your subscription in a wary that materially reduce the level of the Services provided, if you renew your subscription, the version of the SLA that is current at your renewal will apply. Your renewal of the Services will be deemed as your acceptance of the then-current SLA.

General Terms

1.    Definitions

Service Cycle means a calendar month.

Total Time of Service Cycle means the days during every Service Cycle×24 (hours)×60 (minutes).

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 blow and disclaimers in 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 (natural month). For example, if the customer pays the service fee for more than one month at a time, the Monthly Service Fee will be calculated according to the number of months purchased.

2.    Compensation

Compensation method: should HUAWEI CLOUD fail to fulfil the commitment on the Service Availability Rate specified in this SLA, you may be eligible for partial compensation for the monthly service fee. This compensation is limited to equivalent coupons and we will refund them to you. The total compensation provided by HUAWEI CLOUD in this situation is limited to the compensation above.

Time limit for compensation application: you can apply for compensation for Cloud Services that fail to meet service availability commitments in each Service Cycle after the bill are settled. The compensation application must be filed within two (2) months after the end of the Service Cycle when the Services fail to meet the service availability commitment. Applications for compensation beyond the time limit will not be accepted in principle. HUAWEI CLOUD will make a reasonable assessment of all information provided to us and make a decision on whether compensation is applicable based on the principle of good faith.

Compensation application method: you can submit a service ticket at HUAWEI CLOUD through HUAWEI CLOUD user center. (The work order shall be submitted to: https://console.huaweicloud.com/ticket/?region=cn-north-1&locale=en-us#/ticketindex/createIndex)

3.    Disclaimers

This SLA does not apply to any performance or availability issues:

a.     caused by force majeure;

b.     during the period when your Services have been paused or terminated according to the Agreement;

c.     any reasons caused by you or any third party;

d.     caused by daily or regular service maintenance;

e.     because your failure to comply with HUAWEI CLOUD Service document or operation guidance when you use the Services;

f.      Service unavailable caused by a serious fault of the network operator.

 Service Specific Terms

Content Delivery Network (CDN)

1.    Definitions

Number of 5xx response errors in five minutes: Number of 5xx errors returned by the domain name due to CDN system problems in five minutes.

Number of failed requests due to node unavailability in five minutes: If a node is unavailable, calculate the number of requests per five minutes based on the statistics of the first seven days, and then convert it to the number of failed requests due to node unavailability in five minutes.

Error in five minutes = (Number of 5xx response error in five minutes + Number of failed requests due to node unavailability in five minutes) / Total number of requests in five minutes of the domain name

"Service Unavailability" means the CDN system log shows that the error rate of CDN was greater than 0.05% within five (5) minutes because of HUAWEI CLOUD.

2.  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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of CDN per Service Cycle not less than 99.9%.

3.    Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you service credit as showed in the following table:

Service Availability

Compensation Coupons

Service Availability <99.9%

Coupons unit in minutes, double coupons per minute

Service Credit = (Service Unavailability Duration * the Monthly Guaranteed Minimum Bandwidth Usage Fee by the Contract / the total minutes in a Service Circle) * 2

Service credit shall not exceed half of the monthly guaranteed minimum bandwidth usage fee by the contract, and foregoing service credit is all of the credit Huawei Cloud provides for this situation. If there is no guaranteed monthly fee for the service in the contract, the Coupons will be compensated according to the actual Unavailability duration. 

Advanced Anti-DDoS (DDoS)

1.    Definition

Service Unavailability is the status that an AAD system was inaccessible and incapable of forwarding traffic for five (5) or more consecutive minutes. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included.

2.    Disclaimers

This SLA does not apply to any performance or availability issues: 

1)      Due to security threats or fraud or illegal acts caused by you or your end users to the Services;

2)      Issues in the back-end origin server, such as fully occupied bandwidth, exposed IP address, data center faults, and/or link jitter;

3)      Black holes caused by attack traffic exceeding your purchased AAD capability.

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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of AAD per Service Cycle not less than 99.9%.

4.    Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you service credit as showed in the following table: 

Service Availability Rate

Compensation Coupon

99.8%≤Service Availability Rate <99.9%

10% of Monthly Service Fee

99.5%≤Service Availability Rate <99.8%

20% of Monthly Service Fee

Service Availability Rate <99.5%

50% of Monthly Service Fee

Elastic Cloud Server (ECS)

1.    Definitions

Single Elastic Cloud Server Unavailability means the Elastic Cloud Server (ECS) system log shows that ECS was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.

Multi-Availability Zone Service Unavailability in One Region means the Elastic Cloud Server (ECS) system log shows that ECS in multi-availability zones in one region was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.

2.    Disclaimers

This SLA does not apply to any performance or availability issues: 

1)      Data kept by local disks, for example, the data of storage-intensive and/or compute-accelerated ECS stored in a local disk may be lost due to the damage of that disk.

2)      Caused by your operations such as stopping or restarting ECS instances or detaching cloud disks on the console, through APIs, at the command-line interface (CLI), or by other means.

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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of Single Elastic Cloud Server Unavailability per Service Cycle no less than 99.95%; Multi-Availability Zone Service Unavailability per Service Cycle no less than 99.99%.

4.    Service Coredit

If we fail to meet the commitment above on ECS Service availability rate, HUAWEI CLOUD will compensate you as showed in the following table: 

Single Elastic Cloud Server: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Multi-Availability Zone Service Unavailability in One Region

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.99%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Elastic Load Balance (ELB)

1.    Definition

Service Unavailability means the ELB system log shows that ELB was inaccessible for one (1) or more consecutive minutes or ELB failed to distribute the traffic because of HUAWEI CLOUD.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of ELB per Service Cycle not less than 99.95%.

3.    Service Credit

If we fail to meet the commitment above on ELB Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table:

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Elastic Volume Service (EVS)

1.    Definition

Service Unavailability means the Elastic Volume Service (EVS) system log shows that EVS was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of EVS per Service Cycle not less than 99.95%.

3.    Service Compensation

If we fail to meet the commitment above on EVS Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Object Storage Service (OBS)

1.    Definition

Service Unavailability means the OBS system log shows that OBS was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.

2.    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 * 100%

3.     Service Availability Rate commitment: 

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of data stored in a single availability zone per Service Cycle no less than 99.9%; data stored in three availability zones per Service Cycle no less than 99.95%; and OBS Infrequent Access storage per Service Cycle no less than 99%.

4.     Service Credit

If we fail to meet the commitment above on OBS Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table: 

Data stored in a single availability zone: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.9%

10% of Monthly Service Fee

Service Availability Rate <99%

25% of Monthly Service Fee

Data stored in three availability zones: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

25% of Monthly Service Fee

OBS Infrequent Access storage / Archive storage: 

Service Availability Rate

Compensation Coupon

98%≤Service Availability Rate <99%

10% of Monthly Service Fee

Service Availability Rate <98%

25% of Monthly Service Fee

Relational Database Service (RDS)

1.    Definition

Service Unavailability means the RDS system log shows that a DB instance was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of RDS per Service Cycle no less than 99.95%;

3.    Service Credit

If we fail to meet the commitment above on RDS Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

25% of Monthly Service Fee

Data Lake Insight (DLI)

1.    Definition

Service Unavailability means the DLI system log shows that a DLI was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of DLI per Service Cycle no less than 99.95%;

3.    Service Credit

If we fail to meet the commitment above on DLI Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Cloud Stream Service (CS)

1.    Definition

Service Unavailability means the CS system log shows that a CS was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of CS per Service Cycle no less than 99.95%;

3.    Service Credit

If we fail to meet the commitment above on CS Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table: 

Service Availability Rate

Compensation Coupon

99%≤Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Bare Mental Service (BMS)

1.    Definition

Service Unavailability means the BMS system log shows that BMS was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud. Duration of the Inaccessibility and incapacity that lasts shorter than five (5) minutes shall not be included.

2.    Disclaimers

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

1)      Huawei Cloud's operations on servers authorized by you;

2)      Your rejection to allow Huawei Cloud to rectify the server faults;

3)    Failure of redundant hardware of a server that does not affect your services, including but not limited to a fault of a single NIC of bonded NICs and a fault of a single disk in a disk group

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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of BMS per Service Cycle not less than 99.9%.

4.    Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with service credit in the following table: 

Service Availability Rate

Compensation Coupon

99.8%≤Service Availability Rate <99.9%

10% of Monthly Service Fee

99.5%≤Service Availability Rate <99.8%

20% of Monthly Service Fee

Service Availability Rate <99.5%

50% of Monthly Service Fee

Message & SMS

1.    Definition

Valid Number: Number that can be used among the numbers you have submitted, excluding dead and suspended numbers, and blacklisted numbers defined by the Huawei Cloud Communications platform and carriers.

Number of Confirmed Failures: Number of SMSs (verification code SMS, notification SMS, and promotion SMS) that fail to be submitted to UEs with valid numbers.

Number of Valid SMSs: Total number of SMSs (including verification code SMS, notification SMS, and promotion SMS) after being split by the Huawei Cloud Communications platform. These SMSs are processed by the Huawei Cloud Communications platform before being submitted to valid numbers. If an SMS exceeds the specified length, the SMS will be automatically split into multiple SMSs.

2.    Service Availability

Service Availability Rate in each Service Cycle calculation formula:

Service Availability Rate in each Service Cycle = (Total Number of Valid SMSs – Total Number of Confirmed Failures) / Number of Valid SMSs * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Message & SMS per Service Cycle not less than 95%.

3.    Service credit

If we fail to meet the above commitment, Huawei Cloud will provide you with service credit in the following table: 

Service Availability Rate

Compensation Coupon

90%≤Service Availability Rate <95%

10% of Monthly Service Fee

Service Availability Rate <90%

30% of Monthly Service Fee

Private Number

1.    Definition

Service Unavailability means the Private Number system log shows that Private Number service was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of Private Number per Service Cycle no less than 99%;

3.    Service Credit

If we fail to meet the above commitment, HUAWEI CLOUD will provide you with service credit equivalent to 10 times of the service fee corresponding to the monthly service unavailability duration. The total service credit provided each month shall in no event exceed service fees you have paid in the current month.

Voice Call

1.    Definition

Service Unavailability means the Voice Call system log shows that Voice Call service was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of Voice Call per Service Cycle no less than 99%;

3.    Service Credit

If we fail to meet the above commitment, HUAWEI CLOUD will provide you with service credit equivalent to 10 times of the service fee corresponding to the monthly service unavailability duration. The total service credit provided each month shall in no event exceed service fees you have paid in the current month.


Elastic IP (EIP)

1.       Definition

Service Unavailability means the Elastic IP (EIP) system log showing that all data packets in the outbound direction are discarded at the HUAWEI CLOUD egress gateway for one (1) or more consecutive minutes due to the fault of HUAWEI CLOUD.

2.       Disclaimers

This SLA does not apply to any performance or availability issues:

1)     caused by hacker attacks on your applications, including but not limited to DDoS attacks.

2)     caused by a faulty backend server.

3)     caused by network operators.

3.       Service Availability

Service Availability Rate in each Service Cycle is represented by the following formula:

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 use commercially and technically reasonable efforts to make the Service Availability Rate of dynamic BGP EIPs per Service Cycle no less than 99.95%, and the Service Availability Rate of static BGP EIPs per Service Cycle no less than 99%.

4.       Service Credit

If we fail to meet the above commitment, HUAWEI CLOUD will provide you with the service credit in the following table:

Dynamic BGP EIPs:

Service Availability Rate

Service Credit

99% ≤ Service Availability Rate < 99.95%

10% of Monthly Service Fee

Service Availability Rate < 99%

25% of Monthly Service Fee

Static BGP EIPs:

Service Availability Rate

Service Credit

98% ≤ Service Availability Rate < 99%

10% of Monthly Service Fee

Service Availability Rate < 98%

25% of Monthly Service Fee

Last updated: June, 2019