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.

Global Accelerator (GA) Service Specific Terms

1. Service Unavailability

A Global Accelerator is considered unavailable if it fails to establish connections with its endpoints or packets are lost for one or more consecutive minutes.

2. Disclaimers

This SLA does not apply if service unavailability is caused by any abnormality described in the General Terms or either of the following:

• Network failures, device faults, or configuration changes in non-Huawei devices, including but not limited to network carriers' line faults;
• Your applications are attacked by, including but not limited to DDoS attacks;
• Your applications are abnormal.

3. Service Availability

A Global Accelerator's Service Availability refers to the availability of the network between the Huawei Cloud access points and the Huawei Cloud private networks. The network availability between the Huawei Cloud access points and your terminals is guaranteed by the carrier from whom you leased a private line.

The service availability in each service cycle is calculated using the following formula:

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

Huawei Cloud will make all efforts to ensure the service availability of at least 99.95% in each service cycle.

4. Service Credits

If the service availability falls below 99.95% due to reasons caused by Huawei Cloud, Huawei Cloud will offer service credits based on the degree of the unavailability:

Last Updated: January 15, 2024