Enterprise Switch (ESW) 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.

Enterprise Switch (ESW) Service Specific Terms

1. Definitions

Service Unavailability is any time data packets of an enterprise switch are discarded for one (1) or more consecutive minutes. The Service Unavailability Duration is the number of minutes in a given service cycle that all packets were discarded.

2. Disclaimers

Service Unavailability does not include unavailability resulting from any of the following:

1) Planned system maintenance that Huawei Cloud has notified you of in advance, such as cutovers, maintenance, upgrades, or fault simulations;

2) Non-Huawei Cloud network failures, device faults, or configuration changes, including but not limited to service unavailability caused by network carrier line faults;

3) Application attacks including but not limited to DDoS attacks, SYN flood attacks, and virus attacks, or software and hardware compatibility issues;

4) Faulty backend servers;

5) Loss or disclosure of data, including passwords, due to your improper maintenance;

6) Operations authorized by you or any mis-judgment in operations;

7) Your failure to follow the product usage documentation or recommendations provided by Huawei Cloud;

8) 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);

9) Network faults of other services (such as the customer's on-premises network fault, on-premises device fault, unavailable VPN, Direct Connect, and VPC);

10) Your services exceeding the supported resource specifications.

3. Service Availability

Service Availability in each Service Cycle is represented by the following formula:

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

Service Availability commitment:

Huawei Cloud will use all commercially and technically reasonable efforts to ensure the Service Availability of an enterprise switch deployed in multiple AZs and in a single AZ in each Service Cycle are, respectively, no less than 99.95% and 99.9%.

An enterprise switch can work together with Direct Connect, Virtual Private Network (VPN), and Virtual Private Cloud (VPC). This SLA only guarantees the service availability of enterprise switches.

4. Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the service credits described below:

Enterprise switch deployed in multiple AZs:

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

Enterprise switch deployed in a single AZ:

Service Availability

Service Credit

99.00% ≤ Service Availability < 99.9%

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: January 15, 2024