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 on Demand (VOD) Service Specific Terms
1. Definition
Service Cycle: A service cycle is a calendar month. Failed requests include: (1) Failed HTTP 5XX requests caused by VOD faults; (2) Subscribers' normal requests that fail to reach the VOD server. The following types of requests are not considered failed requests:
1) Playback errors are caused by video file exceptions;
2) Domain names are banned due to content violation or other causes;
3) Playback failed because signed URLs expire when URL validation is enabled;
4) Requests are restricted by VOD due to hacker attacks on applications;
5) Requests are incorrect or services are unavailable caused by reasonable upgrade, change, or suspension initiated by VOD.
Total Time of Service Cycle: The total number of minutes during each service cycle. Total time of service cycle = Total number of days in each service cycle x 24 hours x 60 minutes.
Service Downtime: The total amount of time when the service is unavailable during a service cycle, rounded up to the nearest month. Service downtime spanning multiple service cycles is only counted within the first service cycle.
Service Availability: The percentage of the time when a service 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 Unavailability: In an interval of 5 minutes, there are more than 100 requests and the error rate calculated based on the data recorded in VOD logs is greater than 0.05% due to a fault with Huawei Cloud.
2. Disclaimers
VOD does not limit the traffic, bandwidth, transcoded output duration, or storage. You can expand the capacity based on service requirements. If the service volume is expected to increase sharply (as shown in the following metrics), you need to notify Huawei Cloud VOD by submitting a service ticket at least three working days in advance. Otherwise, the availability may be affected and no compensation can be obtained.
Metrics related to sudden service volume increase:
Bandwidth: The peak growth is expected to be greater than 10 Gbit/s, and the growth is expected to be concentrated in some regions or carriers.
Storage: The storage growth is expected to be greater than 10 TB.
Transcoding: The transcoded output duration is expected to increase by more than 10,000 minutes per day.
3. Service Availability
Service availability rate in each service cycle is represented by the following formula:
Service availability rate in each service cycle = (Total time of service cycle – Service downtime)/Total time of service cycle x 100%.
Service availability rate commitment:
Huawei Cloud will make all commercially and technically reasonable efforts to ensure a VOD service availability rate of at least 99.9% per service cycle.
4. Service Credit
If VOD fails to fulfill the preceding commitment, Huawei Cloud will provide you with service credit as shown in the following table.
| 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