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.

Media Processing Center (MPC) Service Specific Terms

1. Definitions

Failed Requests are requests with 5XX status codes, normal requests that fail to reach the MPC server due to a service fault, or requests that have not been processed in 24 hours after being submitted.

Valid Requests are requests received by the MPC server or normal requests that fail to reach the MPC server due to a service fault. Requests with 403 status code, such as ones that fail identity identification or authentication, or ones initiated using accounts with overdue amounts are not valid requests.

Error Rate in an Interval

Error rate in an interval = Number of failed requests in the interval/Number of valid requests in the interval x 100%

Statistics are collected every 5 minutes, and 288 statistics points are collected every day.

Service Unavailability: If Error rate in an interval > 0.05%, MPC is unavailable.

2. Disclaimers

Service Unavailability caused by the following situations shall not be counted in the Service Unavailable Duration:

1) Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which HUAWEI CLOUD has notified the customer in advance;

2) Sharp increase in transcoding volume, which causes the daily transcoding output duration to increase by more than 100,000 minutes.

3. Service Availability

Service Availability Rate in each Service Cycle calculation formula:

Service Availability Rate in each Service Cycle = (1 – Service Unavailable Duration in Service Cycle/Total Time of Service Cycle) x 100%.

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of MPC per Service Cycle no less than 99.9%.

4. Service Credit

In the event that MPC does not meet the above Commitment, HUAWEI CLOUD will provide you with the below service credit. However, the total compensation amount shall not exceed 25% of the Monthly Service Fee (excluding the fee deducted using cash coupons) you paid.

Last Updated: December 15, 2023