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 blow 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.

Service Specific Terms

Content Delivery Network (CDN)

1.    Definitions

Number of 5xx response errors in five minutes: Number of 5xx errors returned by the domain name due to CDN system problems in five minutes.

Number of failed requests due to node unavailability in five minutes: If a node is unavailable, calculate the number of requests per five minutes based on the statistics of the first seven days, and then convert it to the number of failed requests due to node unavailability in five minutes.

Error in five minutes = (Number of 5xx response error in five minutes + Number of failed requests due to node unavailability in five minutes) / Total number of requests in five minutes of the domain name

"Service Unavailability" means the CDN system log shows that the error rate of CDN was greater than 0.05% within five (5) minutes because of Huawei Cloud.

2.  Disclaimers

If you will have a sharp increase in CDN bandwidth usage (greater than or equal to 30% of the billed bandwidth for last month), you must submit a service ticket to inform us at least three (3) business days in advance. Otherwise, HUAWEI CLOUD will not be responsible for service unavailability resulting from this.

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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of CDN per Service Cycle not less than 99.9%.

4.  Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Service Availability

Service Credit

99%Service Availability Rate <99.9%

10%

Service Availability Rate <99%

25%

Advanced Anti-DDoS (AAD)

1.  Definition

Service Unavailability is the status that an AAD system was inaccessible and incapable of forwarding traffic for five (5) or more consecutive minutes. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included.

2.  Disclaimers

This SLA does not apply to any performance or availability issues: 

1)  Due to security threats or fraud or illegal acts caused by you or your end users to the Services;

2)  Issues in the back-end origin server, such as fully occupied bandwidth, exposed IP address, data center faults, and/or link jitter;

3)  Black holes caused by attack traffic exceeding your purchased AAD capability.

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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of AAD per Service Cycle not less than 99.9%.

4. Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Service Availability Rate

Service Credit

99.8%Service Availability Rate <99.9%

10% of Monthly Service Fee

99.5%Service Availability Rate <99.8%

20% of Monthly Service Fee

Service Availability Rate <99.5%

50% of Monthly Service Fee

Elastic Cloud Server (ECS)

1. Definitions

Single Elastic Cloud Server Unavailability means the Elastic Cloud Server (ECS) system log shows that ECS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

Multi-Availability Zone Service Unavailability in One Region means the Elastic Cloud Server (ECS) system log shows that ECS in multi-availability zones in one region was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. Disclaimers

This SLA does not apply to any performance or availability issues: 

1) Data kept by local disks, for example, the data of disk-intensive, ultra-high I/O and/or GPU-accelerated ECS stored in a local disk may be lost due to the damage of that disk.

2) Caused by your operations such as stopping or restarting ECS instances or detaching cloud disks on the console, through APIs, at the command-line interface (CLI), or by other means.

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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Single Elastic Cloud Server Unavailability per Service Cycle no less than 99.95%; Multi-Availability Zone Service Unavailability per Service Cycle no less than 99.99%.

4. Service Credit

If we fail to meet the commitment above on ECS Service availability rate, Huawei Cloud will provide you with the below service credit:

Single Elastic Cloud Server: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Multi-Availability Zone Service Unavailability in One Region

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.99%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Elastic Load Balance (ELB)

1. Definition

Service Unavailability means the ELB system log shows that ELB was inaccessible for one (1) or more consecutive minutes or ELB failed to distribute the traffic because of Huawei Cloud.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of ELB per Service Cycle not less than 99.95%.

3. Service Credit

If we fail to meet the commitment above on ELB Service Availability Rate, Huawei Cloud will provide you with the below service credit:

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Elastic Volume Service (EVS)

1. Definition

Service Unavailability means the Elastic Volume Service (EVS) system log shows that EVS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of EVS per Service Cycle not less than 99.95%.

3. Service Credit

If we fail to meet the commitment above on EVS Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Object Storage Service (OBS)

1. Definition

Service Unavailability means the OBS system log shows that OBS was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud.

2. 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 * 100%

3. Service Availability Rate commitment: 

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of data stored in a single availability zone per Service Cycle no less than 99.9%; data stored in three availability zones per Service Cycle no less than 99.95%; and OBS Infrequent Access storage per Service Cycle no less than 99%.

4. Service Credit

If we fail to meet the commitment above on OBS Service Availability Rate, Huawei Cloud will provide you with the below service credit according to different storage classes in different AZ deployment: 


Data stored in a single AZ: 

Service Availability Rate

 Service Credit

999%≤Service Availability Rate <99.99%

10% of Monthly Service Fee

95%≤Service Availability Rate <99.9%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Data stored in three AZs: 

Service Availability Rate

 Service Credit

999%≤Service Availability Rate <99.995%

10% of Monthly Service Fee

95%≤Service Availability Rate <99.9%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Infrequent Access (single AZ)/Archive: 

Service Availability Rate

 Service Credit

95%≤Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Infrequent Access (three AZs):

Service Availability Rate

 Service Credit

99%≤Service Availability Rate <99.5%

10% of Monthly Service Fee

95%≤Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Relational Database Service (RDS)

1. Definition

Service Unavailability means the RDS system log shows that a DB instance was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Primary/standby (1/2) DB instances per Service Cycle no less than 99.99%; and Primary/standby DB instances per Service Cycle no less than 99.95%;

3. Service Credit

If we fail to meet the commitment above on RDS Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

25% of Monthly Service Fee

Data Lake Insight (DLI)

1. Definition

Service Unavailability means the DLI system log shows that a DLI was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of DLI per Service Cycle no less than 99.95%;

3. Service Credit

If we fail to meet the commitment above on DLI Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Cloud Stream Service (CS)

1. Definition

Service Unavailability means the CS system log shows that a CS was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of CS per Service Cycle no less than 99.95%;

3. Service Credit

If we fail to meet the commitment above on CS Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee


Elastic IP (EIP)

1.  Definition

Service Unavailability means the Elastic IP (EIP) system log showing that all data packets in the outbound direction are discarded at the Huawei Cloud egress gateway for one (1) or more consecutive minutes due to the fault of Huawei Cloud.

2.  Disclaimers

This SLA does not apply to any performance or availability issues:

1)     caused by hacker attacks on your applications, including but not limited to DDoS attacks.

2)     caused by a faulty backend server.

3)     caused by network operators.

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 Duration - Service Unavailable Duration)/Total Time of Service Duration * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of dynamic BGP EIPs per Service Cycle no less than 99.95%, and the Service Availability Rate of static BGP EIPs per Service Cycle no less than 99%.

4.   Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Dynamic BGP EIPs:

Service Availability Rate

 Service Credit

99% Service Availability Rate < 99.95%

10% of Monthly Service Fee

95% Service Availability Rate < 99%

25% of Monthly Service Fee

Service Availability Rate < 95%

100% of Monthly Service Fee


Static BGP EIPs:

Service Availability Rate

 Service Credit

98% Service Availability Rate < 99%

10% of Monthly Service Fee

Service Availability Rate < 98%

25% of Monthly Service Fee


Direct Connect

1.  Definitions

"Service Unavailable" means that Direct Connect fails to help customers access Huawei Cloud VPCs for one (1) minute.

2.  Service Availability

Service Availability Rate in each Service Cycle is calculated as follows:

Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration)/Total Time of Service Duration * 100%

Service Availability Rate Commitment

Service Availability of Direct Connect refers to the network connectivity from the Direct Connect access point to the VPC.

Huawei Cloud will use commercially and technically reasonable efforts to make the Direct Connect Service Availability Rate of two connections accessed from two access points be no less than 99.95% per Service Cycle. The Service Availability of one connection or two connections accessed from a single access point is not included in this SLA.

3.  Service Credit

If we fail to meet the above commitment,  Huawei Cloud will provide you with the below service credit:

Service Availability

 Service Credit

99.5% ≤ Service Availability Rate < 99.95%

5% of monthly service fee

99% ≤ Service Availability Rate < 99.5%

10% of monthly service fee

95.00% ≤ Service Availability Rate < 99%

25% of monthly service fee

Service Availability Rate < 95%

100% of monthly service fee


Document Database Service (DDS)

1.    Definition

"Service Unavailability" means the DDS system log showing that DDS was inaccessible for five (5) or more consecutive minutes due to the fault of Huawei Cloud.

2.  Disclaimers

For DDS, Service Unavailability in the following conditions cannot be considered Service Unavailable Duration, nor can the following conditions described in the definition of Service Unavailability:

1Unavailability caused by the customer's failure to connect to DDS DB instances in a high availability mode;

Unavailability caused by operations authorized by the customer.

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 Duration - Service Unavailable Duration) / Total Time of Service Duration * 100

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of DDS per Service Cycle be no less than 99.95%.

4.      Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Service Availability Rate

 Service Credit

99% Service Availability Rate < 99.95%

10% of the Monthly Service Fee

95% Service Availability Rate < 99%

25% of the Monthly Service Fee

Service Availability Rate < 95%

100% of the Monthly Service Fee

GeminiDB

1.     Definitions

Service Unavailability means the GeminiDB system log shows that the GeminiDB instance was inaccessible for five (5) consecutive minutes because of Huawei Cloud. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included. The APIs and features that are not officially put into commercial use shall not apply to this Agreement.

2.     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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of GeminiDB per Service Cycle not less than 99.95%. Should GeminiDB fail to ensure the promised rate, Huawei Cloud will compensate you in accordance with Clause 3 herein.

3.     Service Credit

If we fail to meet the commitment above on the Service Availability Rate of a single GeminiDB instance, Huawei Cloud will provide you with the below service credit. The amount of compensation shall only be used to purchase equivalent coupons of GeminiDB. The total service credit provided each month shall in no event exceed service fees you have paid in the current month.

Service Availability Rate

Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

25% of Monthly Service Fee

Last updated: October 12th, 2019

Huawei Cloud Service Level Agreement

Huawei Cloud Service Level Agreement



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 blow 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.

Service Specific Terms

Content Delivery Network (CDN)

1.    Definitions

Number of 5xx response errors in five minutes: Number of 5xx errors returned by the domain name due to CDN system problems in five minutes.

Number of failed requests due to node unavailability in five minutes: If a node is unavailable, calculate the number of requests per five minutes based on the statistics of the first seven days, and then convert it to the number of failed requests due to node unavailability in five minutes.

Error in five minutes = (Number of 5xx response error in five minutes + Number of failed requests due to node unavailability in five minutes) / Total number of requests in five minutes of the domain name

"Service Unavailability" means the CDN system log shows that the error rate of CDN was greater than 0.05% within five (5) minutes because of Huawei Cloud.

2.  Disclaimers

If you will have a sharp increase in CDN bandwidth usage (greater than or equal to 30% of the billed bandwidth for last month), you must submit a service ticket to inform us at least three (3) business days in advance. Otherwise, HUAWEI CLOUD will not be responsible for service unavailability resulting from this.

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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of CDN per Service Cycle not less than 99.9%.

4.  Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Service Availability

Service Credit

99%Service Availability Rate <99.9%

10%

Service Availability Rate <99%

25%

Advanced Anti-DDoS (AAD)

1.  Definition

Service Unavailability is the status that an AAD system was inaccessible and incapable of forwarding traffic for five (5) or more consecutive minutes. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included.

2.  Disclaimers

This SLA does not apply to any performance or availability issues: 

1)  Due to security threats or fraud or illegal acts caused by you or your end users to the Services;

2)  Issues in the back-end origin server, such as fully occupied bandwidth, exposed IP address, data center faults, and/or link jitter;

3)  Black holes caused by attack traffic exceeding your purchased AAD capability.

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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of AAD per Service Cycle not less than 99.9%.

4. Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Service Availability Rate

Service Credit

99.8%Service Availability Rate <99.9%

10% of Monthly Service Fee

99.5%Service Availability Rate <99.8%

20% of Monthly Service Fee

Service Availability Rate <99.5%

50% of Monthly Service Fee

Elastic Cloud Server (ECS)

1. Definitions

Single Elastic Cloud Server Unavailability means the Elastic Cloud Server (ECS) system log shows that ECS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

Multi-Availability Zone Service Unavailability in One Region means the Elastic Cloud Server (ECS) system log shows that ECS in multi-availability zones in one region was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. Disclaimers

This SLA does not apply to any performance or availability issues: 

1) Data kept by local disks, for example, the data of disk-intensive, ultra-high I/O and/or GPU-accelerated ECS stored in a local disk may be lost due to the damage of that disk.

2) Caused by your operations such as stopping or restarting ECS instances or detaching cloud disks on the console, through APIs, at the command-line interface (CLI), or by other means.

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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Single Elastic Cloud Server Unavailability per Service Cycle no less than 99.95%; Multi-Availability Zone Service Unavailability per Service Cycle no less than 99.99%.

4. Service Credit

If we fail to meet the commitment above on ECS Service availability rate, Huawei Cloud will provide you with the below service credit:

Single Elastic Cloud Server: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Multi-Availability Zone Service Unavailability in One Region

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.99%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Elastic Load Balance (ELB)

1. Definition

Service Unavailability means the ELB system log shows that ELB was inaccessible for one (1) or more consecutive minutes or ELB failed to distribute the traffic because of Huawei Cloud.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of ELB per Service Cycle not less than 99.95%.

3. Service Credit

If we fail to meet the commitment above on ELB Service Availability Rate, Huawei Cloud will provide you with the below service credit:

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

30% of Monthly Service Fee

Elastic Volume Service (EVS)

1. Definition

Service Unavailability means the Elastic Volume Service (EVS) system log shows that EVS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of EVS per Service Cycle not less than 99.95%.

3. Service Credit

If we fail to meet the commitment above on EVS Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Object Storage Service (OBS)

1.  Definations 

Error Rate Per Five Minutes: For different regions and storage classes, the Error Rate Per Five Minutes is calculated as follows:

Error Rate Per Five Minutes = Total number of Failed Requests per five minutes/Total number of Valid Requests per five minutes * 100%

Failed Requests: Refer to requests with 5xx error codes returned by OBS, except the following:

1)   Requests whose client IP addresses and accounts are restricted by OBS due to hacker attacks on your applications

2)   Requests (with HTTP status code 503) that exceed the specified quota due to improper access, and are therefore restricted by OBS

3)   Failed requests generated when the GetService API is called to obtain the bucket list4)         Failed requests caused by the backend asynchronous processing after lifecycle management and cross-region replication are configured

5)   Slow requests in the following scenarios:

      a)  Callback timeout requests

      b)  Timeout requests of back-to-source by mirroring

6)   Error requests due to appropriate upgrade, change, or suspension initiated by OBS

Valid Requests: Refer to requests received by the OBS server, except the following:

1)   Requests failed (with HTTP status code 403) to pass OBS identity verification and authentication

2)   Requests failed (with HTTP status code 403) due to account arrears

3)   Requests calling the GetService API to obtain the bucket list

4)   Requests initiated by the backend asynchronous processing after lifecycle management and cross-region replication are configured

5)    Requests crafted by hacker attacks on your applications

2.    Service Availability

2.1  Service Availability Rate in each Service Cycle calculation formula:

Service Availability Rate equals to 1 minus the average error rate and then multiplied by 100%. The average error rate is calculated by dividing the sum of Error Rate Per Five Minutes in a Service Cycle with the total number of five-minute cycles in the Service Cycle. The formula is as follows:

Service Availability Rate in each Service Cycle = (1 – ∑Error Rate Per Five Minutes in the Service Cycle/Total number of five-minute cycles in the Service Cycle) * 100%

(Note: Total number of five-minute cycles in the Service Cycle = Total number of days in the Service Cycle * 24 (hours) * 12)

2.2 Service Availability Rate commitment

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Standard storage in a single availability zone (AZ) per Service Cycle no less than 99.9%, Standard storage in three AZs per Service Cycle no less than 99.995%, Infrequent Access storage in a single AZ per Service Cycle no less than 99%, Infrequent Access storage in three AZs per Service Cycle no less than 99.5%, and Archive storage per Service Cycle no less than 99%.

3. Service Credit

If we fail to meet the above commitment on OBS Service Availability Rate, Huawei Cloud will provide you with the below Service Credit according to different storage classes in different AZ deployment:

Standard stored in a single AZ: 

Service Availability Rate

 Service Credit

999%≤Service Availability Rate <99.99%

10% of Monthly Service Fee

95%≤Service Availability Rate <99.9%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Standard stored in three AZs: 

Service Availability Rate

 Service Credit

999%≤Service Availability Rate <99.995%

10% of Monthly Service Fee

95%≤Service Availability Rate <99.9%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Infrequent Access storage in a single AZ and Archive storage : 

Service Availability Rate

 Service Credit

95%≤Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Infrequent Access storage in three AZs:

Service Availability Rate

 Service Credit

99%≤Service Availability Rate <99.5%

10% of Monthly Service Fee

95%≤Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

50% of Monthly Service Fee

Relational Database Service (RDS)

1. Definition

Service Unavailability means the RDS system log shows that a DB instance was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Primary/standby (1/2) DB instances per Service Cycle no less than 99.99%; and Primary/standby DB instances per Service Cycle no less than 99.95%;

3. Service Credit

If we fail to meet the commitment above on RDS Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

Service Availability Rate <99%

25% of Monthly Service Fee

Data Lake Insight (DLI)

1. Definition

Service Unavailability means the DLI system log shows that a DLI was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of DLI per Service Cycle no less than 99.95%;

3. Service Credit

If we fail to meet the commitment above on DLI Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee

Cloud Stream Service (CS)

1. Definition

Service Unavailability means the CS system log shows that a CS was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud. Duration of the inaccessibility and inability that lasts for shorter than five (5) minutes shall not be calculated as Service Unavailability.

2. 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 * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of CS per Service Cycle no less than 99.95%;

3. Service Credit

If we fail to meet the commitment above on CS Service Availability Rate, Huawei Cloud will provide you with the below service credit: 

Service Availability Rate

 Service Credit

99%Service Availability Rate <99.95%

10% of Monthly Service Fee

95%Service Availability Rate <99%

30% of Monthly Service Fee

Service Availability Rate <95%

100% of Monthly Service Fee


Elastic IP (EIP)

1.  Definition

Service Unavailability means the Elastic IP (EIP) system log showing that all data packets in the outbound direction are discarded at the Huawei Cloud egress gateway for one (1) or more consecutive minutes due to the fault of Huawei Cloud.

2.  Disclaimers

This SLA does not apply to any performance or availability issues:

1)     caused by hacker attacks on your applications, including but not limited to DDoS attacks.

2)     caused by a faulty backend server.

3)     caused by network operators.

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 Duration - Service Unavailable Duration)/Total Time of Service Duration * 100%

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of dynamic BGP EIPs per Service Cycle no less than 99.95%, and the Service Availability Rate of static BGP EIPs per Service Cycle no less than 99%.

4.   Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Dynamic BGP EIPs:

Service Availability Rate

 Service Credit

99% Service Availability Rate < 99.95%

10% of Monthly Service Fee

95% Service Availability Rate < 99%

25% of Monthly Service Fee

Service Availability Rate < 95%

100% of Monthly Service Fee


Static BGP EIPs:

Service Availability Rate

 Service Credit

98% Service Availability Rate < 99%

10% of Monthly Service Fee

Service Availability Rate < 98%

25% of Monthly Service Fee


Direct Connect

1.  Definitions

"Service Unavailable" means that Direct Connect fails to help customers access Huawei Cloud VPCs for one (1) minute.

2.  Service Availability

Service Availability Rate in each Service Cycle is calculated as follows:

Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration)/Total Time of Service Duration * 100%

Service Availability Rate Commitment

Service Availability of Direct Connect refers to the network connectivity from the Direct Connect access point to the VPC.

Huawei Cloud will use commercially and technically reasonable efforts to make the Direct Connect Service Availability Rate of two connections accessed from two access points be no less than 99.95% per Service Cycle. The Service Availability of one connection or two connections accessed from a single access point is not included in this SLA.

3.  Service Credit

If we fail to meet the above commitment,  Huawei Cloud will provide you with the below service credit:

Service Availability

 Service Credit

99.5% ≤ Service Availability Rate < 99.95%

5% of monthly service fee

99% ≤ Service Availability Rate < 99.5%

10% of monthly service fee

95.00% ≤ Service Availability Rate < 99%

25% of monthly service fee

Service Availability Rate < 95%

100% of monthly service fee


Document Database Service (DDS)

1.   Definition

"Service Unavailability" means the DDS system log showing that DDS was inaccessible for five (5) or more consecutive minutes due to the fault of Huawei Cloud.

2.  Disclaimers

For DDS, Service Unavailability in the following conditions cannot be considered Service Unavailable Duration, nor can the following conditions described in the definition of Service Unavailability:

1Unavailability caused by the customer's failure to connect to DDS DB instances in a high availability mode;

Unavailability caused by operations authorized by the customer.

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 Duration - Service Unavailable Duration) / Total Time of Service Duration * 100

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of DDS per Service Cycle be no less than 99.95%.

4.     Service Credit

If we fail to meet the above commitment, Huawei Cloud will provide you with the below service credit:

Service Availability Rate

 Service Credit

99% Service Availability Rate < 99.95%

10% of the Monthly Service Fee

95% Service Availability Rate < 99%

25% of the Monthly Service Fee

Service Availability Rate < 95%

100% of the Monthly Service Fee

GaussDB NoSQL

1.    Definitions

"Service Unavailability" means the situation of GaussDB NoSQL system log showing that GaussDB NoSQL was inaccessible for five (5) or more consecutive minutes because of Huawei Cloud.

Disclaimers

For GaussDB NoSQL, the following situations will not be considered Service Unavailable Duration:

1) unavailable situation caused by operations authorized by the customer.

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 Duration - Service Unavailable Duration) / Total Time of Service Duration * 100

Service Availability Rate commitment:

Huawei Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of GaussDB NoSQL per Service Cycle be no less than 99.95%.

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

99% Service Availability Rate < 99.95%

10% of the Monthly Service Fee

95% Service Availability Rate < 99%

25% of the Monthly Service Fee

Service Availability Rate < 95%

100% of the Monthly Service Fee

Cloud Container Engine (CCE)

1.    Service Unavailability

Service Unavailability means the Cloud Container Engine (CCE) system log shows that a cluster was inaccessible for more than 10 minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts shorter than 10 minutes shall not be included.

2.    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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of CCE per Service Cycle not less than 99.95%.

3.   Service Credit

If we fail to meet the commitment above on CCE Service Availability Rate, HUAWEI CLOUD will provide you service credit as showed in the following table:

Service Availability Rate

 Service Credit

99% Service Availability Rate < 99.95%

10% of the Monthly Service Fee

95% Service Availability Rate < 99%

25% of the Monthly Service Fee

Service Availability Rate < 95%

100% of the Monthly Service Fee


Last updated: August 14th, 2020