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, but will not modify your SLA terms in a way that materially reduces the service level for the period you already purchased; however, if you renew your period of use of the Services, the modified SLA will apply. If you disagree with the modified SLA, you may cease using the Services.
General Terms
1. Definitions
“Service (or Services)” means the cloud service listed below in this SLA.
“Service Cycle” means a natural month.
“Total Time of Service Cycle” means the total minutes during every Service Cycle. The specific calculation method is as follows: number of days× 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 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. The Service Unavailable Duration for each service cycle shall not be included in the Service Unavailable Duration of the next service cycle.
“Service Availability” means during a Service Cycle, the service available percentage per Service Cycle achieved by the Service given in this SLA.
“Monthly Service Fee” means service fees paid by customers for the Service 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 months.
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 is settled. The application must be filed within two (2) months after the end of the Service Cycle in which the incident that is the subject of the claim occurred. Applications beyond the time limit will not be accepted. Huawei Cloud will conduct a reasonable assessment of the application and make a decision on whether compensation is applicable based on the terms of this SLA and the principle of good faith.
Application method: You can make a claim at Huawei Cloud user center, which is available at
https://console-intl.huaweicloud.com/ticket/#/ticketindex/createIndex
3. Disclaimers
This SLA does not apply to any performance and unavailable issues:
a. caused by force majeure;
b. that arise during the period when your Services are suspended or terminated according to the applicable laws and regulations, at the request of regulatory authorities, or pursuant to the Customer Agreement and referenced policies;
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.
GeminiDB Specific Terms
1. Description
GeminiDB is Huawei's proprietary distributed, multi-model NoSQL database service with decoupled storage and compute.
2. Definition
Service Unavailability: Service Unavailability means that, based on GeminiDB system logs, GeminiDB becomes inaccessible for more than 1 minute due to causes attributable to Huawei Cloud. Any period of unavailability within 1 minute shall not be included in the calculation of Service Unavailability Duration.
3. Disclaimers
Service unavailability caused by the following situations shall not be counted as part of the service unavailability duration:
(1) Incorrect HA ways to connect to GeminiDB instances
(2) Improper service use that deviates from the instructions provided in documents such as Best Practices and FAQs
(3) Single-AZ single-node deployment instead of multi-AZ or single-AZ HA deployment
(4) Issues caused by third-party open-source software
(5) Your own operations, such as restarting, deleting, or restoring instances through a console or APIs
(6) Planned system maintenance, such as cutovers, maintenance, upgrades, or fault drills that Huawei Cloud has notified you of in advance
(7) Network faults, device faults, or configuration changes not attributable to Huawei Cloud
(8) Service interruptions caused by limited vCPUs, memory, storage, or maximum number of connections for a database instance due to your heavy workloads
(9) Hacker attacks on your applications
(10) Data (including passwords) leakage or loss due to your improper maintenance or storage
(11) Operations authorized by you or your misjudgment in operations
(12) Your failure to follow the product usage documentation, development specifications, or recommendations provided by Huawei Cloud
(13) Faults caused by open-source community bugs or other non-Huawei Cloud issues
(14) Service suspension or termination due to your breach of service clauses (such as arrears)
(15) Operations authorized by you
(16) Known issues or risks that have been reported to you for rectification but have not been resolved
(17) Any acts, events, omissions, or incidents arising from events that are unforeseeable, unavoidable, and insurmountable, including but not limited to natural disasters (including earthquakes, storms, or others), acts of terrorism, wars or warlike operations, civil unrest or riots, electricity, network, or telecommunication outages, blockages, embargoes, fires, floods, explosions, malicious damages (including but not limited to hacking), plant or equipment failures, or any exceptions caused by changes to any laws, government orders, rules, regulations, directions, or industry standards.
4. Service Availability
Calculation formula for the Service Availability per Service Cycle:
Service Availability per Service Cycle = (Total Time of Service Cycle – Service Unavailability Duration)/Total Time of Service Cycle × 100%
5. Service Availability Commitment
Huawei Cloud will make commercially and technically reasonable efforts to ensure that the service availability of GeminiDB in each service cycle is not lower than 99.95% for single-AZ HA deployment and not lower than 99.99% for multi-AZ deployment.
6. Service Credit
If we fail to meet this commitment, we will provide you with the service credits described in the tables below.
● Single-AZ HA deployment
| Service Availability | Service Credit |
| 99% ≤ Service Availability < 99.95% | 15% of Monthly Service Fee |
| 95% ≤ Service Availability < 99% | 30% of Monthly Service Fee |
| Service Availability < 95% | 100% of Monthly Service Fee |
● Multi-AZ deployment
| Service Availability | Service Credit |
| 99% ≤ Service Availability < 99.99% | 15% of Monthly Service Fee |
| 95% ≤ Service Availability < 99% | 30% of Monthly Service Fee |
| Service Availability < 95% | 100% of Monthly Service Fee |
Last updated on November 6, 2026. View previous versions here.