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.

Digital Content Production Line (MetaStudio)  Service Specific Terms

1. Definition

Incorrect request: The requests whose HTTP status code is 5XX and normal requests fail to reach the server due to service faults are regarded as incorrect requests.

Valid request: The requests received by the server are considered valid, excluding the requests that fail to be authenticated and fail to be authenticated, and the requests whose accounts are in arrears (that is, requests with HTTP status code 403).

Error rate per unit time:

Error rate per unit time = Number of failed requests per unit time/Total number of requests per unit time x 100%

Statistics are collected in the unit of 5 minutes, and 288 measurement points are collected every day.

Service unavailable: If the error rate per unit time is greater than 0.05%, the service is unavailable.

2. Restrictions

In addition to the circumstances set out in the General Conditions, for MetaStudio Services, the following conditions shall not count as Service Unavailability:

1) System maintenance, including cutover, repair, upgrade, and simulated fault drills, is caused by system maintenance after HUAWEI CLOUD notifies users in advance.

(2) The customer's business volume increases sharply and does not notify HUAWEI CLOUD MetaStudio in the form of a work order seven working days in advance.

(3) The text, audio, image, and video input by the customer to the MetaStudio service does not pass the legal compliance audit of the MetaStudio.

3. Service availability

Calculation method of service availability per service cycle:

Service availability per service cycle = (Total duration of the service period – Service Unavailability duration of the service period) / Total duration of the service period x 100%

Service availability commitment:

HUAWEI CLOUD uses reasonable commercial and technical efforts to ensure that the service availability rate of MetaStudio per service cycle is not lower than 99.9%.

4. Compensation for services

If the MetaStudio service availability does not meet the preceding commitments, HUAWEI CLOUD will compensate you according to the following table:

Last Updated: January 6, 2024