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.

Video Intelligent Analysis Service (VIAS) Service Specific Terms

1. Definition

Service Unavailability means the VIAS system log shows that VIAS was inaccessible for five (5) or more consecutive minutes due to a fault with Huawei Cloud. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included.

2.Disclaimers

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

1) The Service Unavailability is caused by planned system maintenance, including but not limited to cutover, maintenance, upgrade, patching, and fault simulations, of which Huawei Cloud has notified you in advance;

2) The Service Unavailability is caused by hacker attacks on your applications;

3) Data or password leakage or loss is caused due to your improper maintenance or improper use of confidential information;

4) The Service is interrupted or unavailable due to the OS upgrade, Docker software upgrade, or IEF edge software upgrade of your edge node;

5) The Service is unavailable due to non-Huawei factors, such as network faults (for example, edge node network disconnection), hardware faults (for example, hard disk damage), OS faults, Docker software faults, insufficient Docker storage space, and mismatch of inference card drivers;

6) The Service is unavailable because the camera installation, video stream encoding format, video stream artifacts, video stream quality, video image blocking, or other items do not comply with algorithm constraints (including but not limited to https://support.huaweicloud.com/intl/en-us/productdesc-vias/vias_01_0007.html);

7) The tasks failed or cannot be deleted due to network or server restart.

3. Service Availability

Service Availability Rate in each Service Cycle calculation formula:

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 take all commercially viable and technically reasonable efforts to make the Service Availability Rate of VIAS per Service Cycle not less than99.9%.

4. Service Credit

If we fail to meet the above commitment on VIAS Service Availability Rate, Huawei Cloud will provide you with the below Service Credit.

Last Updated: May 22, 2024