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.
Workspace Service Specific Terms
1. Definition
Service Unavailability: The Workspace service is considered unavailable when the logs in the Workspace service system show that all Workspace connection events fail for more than three consecutive minutes due to Huawei Cloud's reasons. The Service Unavailable Duration less than three minutes is not counted.
2. Disclaimers
For Workspace, in addition to the conditions described in the definition of Service Unavailability, Service Unavailability in the following conditions cannot be counted in to Service Unavailable Duration:
1) Unavailability caused by your own operations using APIs or on the console or login page, such as stopping, restarting, and rebuilding a desktop, detaching disks, disabling NICs, and disabling processes, software, and files related to Workspace;
2) Unavailability caused by software or drivers installed by you, third-party software or drivers that are not directly managed by Huawei Cloud, or configuration errors;
3) Unavailability caused by network faults, such as unreachable Internet, unreachable VPN or Direct Connect connection, incorrect VPC security group, firewall policy, or ACL settings, and DNS resolution failures;
4) Unavailability caused by faults of your authentication servers, such as issues of AD or other authentication services, DNS, or certificates;
5) Unavailability caused by OS, such as OS patch installation, OS upgrade, and blue screen of death (BSOD);
6) Unavailability caused by operations authorized by the customer or any misjudgment in operations;
7) After a pay-per-use cloud desktop is shut down, the vCPUs and memory of the cloud desktop will be released. When the cloud desktop is restarted, the restart will fail due to insufficient resources.
3. Service Availability
Calculation formula for the Service Availability Rate in each Service Cycle:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration – Service Unavailable Duration) / Total Time of Service Duration x 100%.
Service Availability Rate commitment:
Huawei Cloud will take all commercially viable and technically feasible measures to ensure that the Service Availability Rate of Workspace remains at least 99.9% in each service cycle.
4. Service Credit
If we fail to meet these commitments, Huawei Cloud will provide you with the service credit described below:
| Service Availability Rate | Service Credit |
| 99% ≤ Service Availability Rate < 99.9% | 10% of Monthly Service Fee |
| Service Availability Rate < 99% | 30% of Monthly Service Fee |
Last Updated: December 15, 2023