Bare Metal Server (BMS) Service Level Agreement
Huawei Cloud Service Level Agreement General Terms

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-intl.huaweicloud.com/ticket/?region=ap-southeast-1&locale=en-us#/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.

Bare Metal Server (BMS) Service Specific Terms

1. Definition

Service Unavailable means the BMS system log shows that BMS was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2.Disclaimers

This SLA does not apply to any performance or availability issues:

1) caused by your negligence or HUAWEI CLOUD operations authorized by you on servers;

2) caused by network faults, device faults, or configuration adjustment of non-Huawei devices;

3) caused by server hardware faults you refused to authorize HUAWEI CLOUD to repair;

4) caused by hardware faults of servers whose warranty has expired and then you refused to upgrade them;

5) that persist when Huawei is waiting for your authorization for server hardware repair and when Huawei engineers are repairing it;

6) that occur on a single piece of hardware and do not affect your services due to hardware redundancy. For example, if a single NIC in a bond is faulty or a single disk in a storage redundancy group is faulty, and the faults do not affect your services, the SLA does not apply;

7) caused by local disks. Data loss may occur on local disks in the cases, such as if the disks are damaged or the BMSs break down;

8) caused by OS or key process issues when you install, reinstall, or uninstall your own or third-party applications;

9) caused by hacker attacks on your applications;

10) caused by data (including passwords) leaked or lost due to user errors;

11) caused by server disconnection resulted from normal server operations including but not limited to OS installation, OS reinstallation, BIOS modifications, server shutdowns, or server restarts;

12) that occur when you do not follow the HUAWEI CLOUD product documentation or other guidelines to perform operations such as stopping a BMS, restarting a BMS, and detaching EVS disks from a BMS using APIs, CLI, or console.

3. Service Availability

Formula for 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 use all commercially and technically reasonable efforts to ensure the service availability rate is at least 99.9% for BMS in each service cycle.

4. Service Credit

If we fail to meet the commitments described here for the BMS service availability rate, HUAWEI CLOUD will provide you with the service credit 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: January 15, 2024