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.eu.huaweicloud.com/ticket/?region=eu-west-101#/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 Container Engine (CCE) Service Specific Terms
1. Definition
Service Unavailability means the CCE system log shows that the Kubernetes native APIs in a CCE cluster were inaccessible in the way supported by CCE for 5 consecutive minutes or more due to Huawei Cloud.
2. Disclaimers
For CCE, Service Unavailability in the following conditions cannot be counted in to Service Unavailable Duration, in addition to the conditions described in the definition of Service Unavailability:
1) CCE service availability is undermined due to the risky and impactful operations CCE has explicitly notified you of, the execution of which may disable the cluster control plane to allow access or provide services within the declared scope and time.
2) CCE service availability is undermined due to the unavailability or resource shortage of its dependent services, including Huawei Cloud compute, storage, and networking services, to which CCE connects to run Kubernetes clusters. In this case, follow the SLA of the dependent services to handle the faults.
3) CCE service availability is undermined due to issues from open source software, including Kubernetes, third-party Kubernetes add-ons integrated with CCE, Docker, and OS kernel.
4) The cluster fails due to your change on the configurations without following the CCE documentation or console instructions, unless otherwise specified.
5) You are running a cluster version that is not covered by the CCE SLA. For details, see Kubernetes Version Support Mechanism in the CCE bulletin.
6) You are using a feature that is not in the OBT stage as specified in the CCE documentation or console. In this case, CCE does not promise the SLA, unless otherwise specified.
7) Service exceptions caused by force majeure.
3. Service Availability (SA)
SA in each Service Cycle is represented by the following formula:
SA in each Service Cycle = (Total Time of Service Duration – Service Unavailable Duration) / Total Time of Service Duration x 100%
SA commitment:
Huawei Cloud makes reasonable commercial and technical efforts to ensure the SA of a cluster in each service cycle as defined below:
1) SA of an HA cluster (3-AZ) ≥ 99.95%
2) SA of an HA cluster (1-AZ or 2-AZ) ≥ 99.9%
3) SA of a non-HA cluster ≥ 99.5%
4. Service Credit
If we fail to meet the commitments described here for the CCE service availability rate, Huawei Cloud will provide you with the service credit below.
HA cluster (3-AZ)
|
Service Availability (SA) |
Coupon Amount |
|
99% ≤ SA < 99.95% |
10% of monthly service fee |
|
95% ≤ SA < 99% |
25% of monthly service fee |
|
SA < 95% |
100% of monthly service fee |
HA cluster (1-AZ or 2-AZ)
|
Service Availability (SA) |
Coupon Amount |
|
99% ≤ SA < 99.9% |
10% of monthly service fee |
|
95% ≤ SA < 99% |
25% of monthly service fee |
|
SA < 95% |
100% of monthly service fee |
Non-HA cluster
|
Service Availability (SA) |
Coupon Amount |
|
99% ≤ SA < 99.5% |
10% of monthly service fee |
|
95% ≤ SA < 99% |
25% of monthly service fee |
|
SA < 95% |
100% of monthly service fee |
Last Updated: December 25, 2023