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.
NAT Gateway（NAT）Service Specific Terms
1. Definitions
Service Cycle means a calendar month.
Total Time of Service Cycle means the total minutes during every Service Cycle.
Service Unavailability means all outgoing data packets of a NAT gateway are discarded within one minute. The Service Unavailable Duration is the total number of minutes in a given service cycle that all outgoing packets of a NAT gateway were discarded.
Monthly Service Fee means service fees paid by customers for a NAT gateway in a Service Cycle (a calendar month). 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. Disclaimers
This SLA does not apply to any performance or availability issues caused by the following:
1) Attacks on your applications, including but not limited to DDoS attacks;
2) Faulty backend servers;
3) Planned system maintenance that Huawei Cloud has notified you of in advance, such as cutovers, maintenance, upgrades, or fault simulations;
4) Network faults, device faults, or configuration adjustment of non-Huawei devices;
5) Loss or disclosure of data, including passwords, due to your improper maintenance;
6) Your negligence or allowed operations;
7) Your failure to follow the NAT Gateway documentation or usage suggestions, or by your refusal to take suggestions after being notified of risks;
8) Your violation against applicable laws and regulations, requirements of relevant authorities, or rules of Huawei Cloud platform;
9) Flow control over requests due to your service overload;
10) Force majeure or other accidents that are unforeseeable, insurmountable, and unavoidable and have significant impact on one party or both parties, including but not limited to natural disasters (such as floods, earthquakes, and plague epidemics) and social events (such as wars, unrest, government actions, interruption of telecom backbone lines, hackers, network congestion, technical change of telecommunications departments, and government policies).
3. Service Availability
Formula for calculating Service Availability in each Service Cycle
Service Availability in each Service Cycle = (Total Time of Service Cycle - Service Unavailable Duration) / Total Time of Service Cycle x 100%.
Service Availability Commitment
Huawei Cloud will make commercially and technically reasonable efforts to ensure that the Service Availability of NAT Gateway per Service Cycle is not less than 99.95%.
4. Service Credit
If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:
| Service Availability | Service Credit |
| 99.00% ≤ Service Availability < 99.95% | 10% of Monthly Service Fee |
| 95.00% ≤ Service Availability < 99.00% | 25% of Monthly Service Fee |
| Service Availability < 95.00% | 100% of Monthly Service Fee |
Last Updated: December 15, 2023