KooMessage 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.

KooMessage Service Specific Terms

1. Definition

Service Cycle: a natural month.

Monthly Service Fee: Service fees paid by customers for KooMessage in a Service Cycle.

Service Unavailability: According to the log records in the KooMessage system. KooMessage service cannot be accessed for more than 5 minutes due to HUAWEI CLOUD and any unavailability period for less than 5 minutes is not included.

2. Disclaimers

Service Unavailability caused by the following situations shall not be counted in the Service Unavailability:

1) You fail to follow the KooMessage documentation or refuse to follow the suggestions after being informed of the risks;

2) You violate applicable laws and regulations, requirements of relevant authorities, or rules of the Huawei Cloud platform;

3) Data, passwords, or other information getting lost or leaked due to improper maintenance or handling of confidential information;

4) Overload of client business, requests are flow controlled as requests exceed the specified quota;

5) System maintenance with prior notice from Huawei Cloud to clients, including but not limited to cutover, maintenance, upgrade, patch and simulated troubleshooting;

6) Your message is regarded as a nuisance by the terminal receiving customer.

3. Service Availability

Formula for calculating 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 * 100%.

Commitment for Service Availability:

Huawei Cloud will ensure the service availability rate in each service cycle is at least 99.95% through technically and commercially reasonable efforts.

4. Service Credit

If we fail to meet the above commitment, we will provide you the service credit in the following table: 

Service Availability Rate

Service Credit

95.00% ≤ Service Availability < 99.95%

10% of monthly service fee

Service Availability < 95.00%

25% of monthly service fee

Last Updated: January 15, 2024