Live 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

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.

Live Service Specific Terms

1. Definition

Service Cycle means a natural month.

Failed Requests means API requests that failed due to a fault with Live. They include FLV-HTTP or HLS requests with 5XX status codes and RTMP requests whose response is not returned within 20 seconds.

Requests that failed due to the following causes are excluded:

1) Playback failed because signed URLs expire when URL validation is enabled;

2) Domain names are banned due to content violation or other reason;

3) Playback failed due to exceptions on streaming devices;

4) Requests are incorrect or services are unavailable caused by reasonable upgrade, change, or suspension initiated by Live.

Total Time of Service Duration means the total number of minutes in each Service Cycle. Total Time of Service Duration = Total number of days in each Service Cycle x 24 hours x 60 minutes.

Service Unavailable Duration means the total duration that Live is unavailable during a Service Cycle. Service Unavailable Duration will be reset at the beginning of each Service Cycle.

Service Availability means the percentage of the time when Live is available in a Service Cycle.

Error rate in an interval of 5 minutes = Number of failed requests in 5 minutes / Total number of requests in 5 minutes x 100%.

Service Unavailable means that in an interval of 5 minutes, the number of requests is greater than 100 and the error rate calculated based on the data recorded in Live logs is greater than 0.05% due to a fault with HUAWEI CLOUD.

2. Disclaimers

If your Live bandwidth is expected to increase sharply (by at least 30% of the bandwidth billed last month), you shall notify Live by service ticket at least three working days in advance. Otherwise, any service unavailability will not be compensated.

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 Live Service Availability Rate is at least 99.9% per Service Cycle.

4. Service Credit

If we fail to meet the commitment described here for the Live Service Availability Rate, HUAWEI CLOUD will provide you with the service credit below (valid only for purchase of Live products). The total service credit shall not exceed 25% of Monthly Service Fee (excluding the fee deducted using coupons).

Service   Availability Rate

Service   Credit

99% ≤ Service Availability   Rate < 99.9%

10% of Monthly Service Fee

Service Availability Rate   < 99%

25% of Monthly Service Fee

Last Updated: January 15, 2024