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.Definition

Service Cycle: A service cycle is a calendar month.

Total Time of Service Cycle per ECS is the total number of minutes in a Service Cycle for an ECS. Total Time of Service Cycle = Total number of days in a Service Cycle x 24 hours x 60 minutes.

ECS Unavailability is when the system logs of Elastic Cloud Servers (ECSs) (including ECSs on DeHs) show that ECS was inaccessible for one (1) or more consecutive minutes because of Huawei Cloud.

Unavailable Time per ECS is the total number of minutes that an ECS was unavailable in a Service Cycle.

Multi-AZ Service Unavailability in One Region is when you have deployed ECSs in at least two availability zones (AZs) in a given region, and none of the ECSs in these AZs were available, then such ECSs are considered to have experienced Multi-AZ Service Unavailability in One Region.

Multi-AZ Service Unavailability Time in One Region is the total number of minutes that the ECSs in other AZs experienced Multi-AZ Service Unavailability in One Region within a Service Cycle.

Monthly Expenditure is your total expenditure for an ECS within a Service Cycle. If you pay for several months at a time, the Monthly Expenditure is calculated by dividing the total amount billed by the number of months the service was used.

2.Disclaimers

This SLA does not apply to any performance or availability issues caused by the following:

1) Data kept by local disks getting lost due to damage to those disks or getting unavailable due to instance breakdown

2) Unavailability of BMSs that did not have high availability (HA) enabled and did not accept server replacement during a hardware repair

3) Service unavailability caused by your own operations, for example, stopping or restarting an ECS, or detaching an EVS disk from an ECS using the console or APIs

4) Services made unavailable due to software or drivers installed by you, third-party software or drivers that are not directly managed by Huawei Cloud, configuration errors, or hacker attacks

5) Data, passwords, or other information getting lost or leaked due to improper maintenance or improper use of confidential information

6) Spot ECSs released because the bid price is lower than the market price or ECSs suspended or released due to arrears of payment

7) Unavailability caused by a force majeure

8) Operations authorized by the customer or any mis-judgments in operations

9) Network faults, device faults, or configuration adjustment of non-Huawei devices

3.Service Availability

Calculation formula for Service Availability Rate in each Service Cycle:

The ECS Service Availability Rate can be calculated by referring to the following formula:

1) For ECS Availability

Service Availability Rate per Service Cycle = (Total Time of a Service Cycle per ECS – Service Unavailability Time per ECS)/Total Time of Service Cycle per ECS x 100%

2) For Multi-AZ Service Unavailability in One Region

Service Availability Rate per Service Cycle = (Total Time of a Service Cycle per ECS – Multi-AZ Service Unavailability Time in One Region)/Total Time of Service Cycle per ECS x 100%

Service Availability Rate Commitment

Huawei Cloud will use all commercially and technically reasonable efforts to ensure that the Service Availability Rate of an ECS per Service Cycle is not lower than 99.975% and that the Multi-AZ Service Unavailability in One Region per Service Cycle is not lower than 99.995%.

4.Compensation

Compensation Standard

If we fail to meet the commitment described here for the ECS Service Availability Rate, Huawei Cloud will compensate you with coupons for the amounts (valid only for purchase of ECS) shown in the following table. The total coupon amount shall not exceed the Monthly Expenditure (excluding the fee deducted using cash coupons).

For ECS Availability

Service Availability Rate	Coupon Amount
99% ≤ Service Availability Rate < 99.975%	10% of Monthly Expenditure
95% ≤ Service Availability Rate < 99%	30% of Monthly Expenditure
Service Availability Rate < 95%	100% of Monthly Expenditure

 

For Multi-AZ Service Unavailability in One Region

Service Availability Rate	Coupon Amount
99% ≤ Service Availability Rate < 99.995%	10% of Monthly Expenditure
95% ≤ Service Availability Rate < 99%	30% of Monthly Expenditure
Service Availability Rate < 95%	100% of Monthly Expenditure

 

Compensation Application Time Limit

You can claim compensation for an ECS that did not meet Service Availability requirements in the previous month after the fifth (5) business day of each month. The claim for compensation must be made within two (2) months after the end of the month in which Service Availability was not met. Claims for compensation beyond this time limit will not be accepted.

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.  Definitions 

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 resources

2)   Requests (with an HTTP status code 429 or 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 list

4)   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. Disclaimers

This SLA does not apply to any performance or availability issues: Edge access failures due to network faults (such as edge node network disconnections and carrier line's delay jitter or exceptions), hardware faults (for example, device's power supply faults), data center faults, and others.

3.    Service Availability

3.1  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)

3.2 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%.

4. 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
99．9%≤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
99．9%≤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

 

 

RDS for MySQL, RDS for PostgreSQL, RDS for SQL Server

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. Disclaimers

Service unavailability caused by the following situations shall not be counted in the service unavailability duration:

1) Customer operations, such as rebooting, deleting, or restoring DB instances through a console or APIs

2) Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance

3) Network faults, device faults, or configuration adjustment of non-Huawei devices

4) Service interruption caused by insufficient CPU and storage resources due to customer's heavy service workload

5) Hacker attacks on customer applications

6) Data (including passwords) leakage or loss due to improper maintenance of the customer

7) Operations authorized by the customer or any mis-judgment in operations

8) Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud

9) Redo or recovery log replay

10) Service suspension or termination caused by customer's breach of contract (such as an overdue payment)

11) Data losses resulting from a local disk failure

12) Any force majeure event

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 RDS primary/standby DB instances be no less than 99.95% per Service Cycle.

Remarks: Huawei Cloud cannot ensure the availability of a single-node RDS DB instance because the instance is deployed on only one ECS.

4. 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
95%≤Service Availability Rate <99%	25% of Monthly Service Fee
Service Availability Rate <95%	100% 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:

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

（2）Network faults, device faults, or configuration adjustment of non-Huawei devices

（3）Issues caused by improper service use that deviates from the instructions provided in documents such as Best Practices and FAQs

（4）Faults that occur due to the use of single node instances, instead of HA instances such as replica set or cluster instances

（5）Faults that occur due to single-AZ deployment, instead of multi-AZ deployment

（6）Issues caused by third-party open-source software

（7）Customer operations, such as restarting, deleting, or restoring DB instances through a console or APIs

（8）Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance

（9）Network faults, device faults, or configuration adjustment of non-Huawei devices

（10）Service interruption caused by insufficient CPU, memory, and storage resources due to customer's heavy service workload

（11）Hacker attacks on customer's applications

（12）Consequences of data (including passwords) leakage or loss due to improper maintenance of the customer

（13）Consequences caused by operations authorized by the customer or any misjudgment in operations

（14）Customer's failure to comply with the product usage documentation, development specifications, or recommendations provided by Huawei Cloud

（15）Faults caused by bugs in the open-source community or other non-Huawei Cloud issues

（16）Service suspension or termination due to the customer's breach of service clauses (such as arrears)

（17）Unavailability caused by operations authorized by the customer

（18）Other force majeure factors

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 x 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, 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

 

 

GaussDB NoSQL

1.   Description

GaussDB NoSQL is a distributed, multi-mode NoSQL service with decoupled compute and storage architecture developed by Huawei. It includes GaussDB(for Cassandra), GaussDB(for Mongo), GaussDB(for Redis), and GaussDB(for Influx).

2. 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.

3. Disclaimers

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

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

4. 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

5. 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%.

6. 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

 

 

ModelArts Services (ModelArts)

1.Definitions

Service Unavailability: according to the log records in the ModelArts system, ModelArts service is inaccessible for 10 consecutive minutes due to Huawei Cloud and any unavailability period for less than 10 minutes is not included.

2.Service Availability

Formula for calculating 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 * 100%

Commitment for Service Availability:

Huawei Cloud will ensure the service availability rate in each service cycle is at least 99.95% through technically and commercially reasonable efforts.

3.Restrictions

Except for the circumstances specified in the General Terms, with respect to ModelArts service, the following circumstances shall not be included in service unavailability time either, if the unavailability is caused by:

（1）operations by clients (delete/suspend/restart or otherwise operate the resources through control console/API and other method, including work space, authorization, resource pool, instance in environment for development, data set, algorithm, training exercise, model, inference service);

（2）system maintenance with prior notice from Huawei Cloud to clients, including but not limited to cutover, maintenance, upgrade, patch and simulated troubleshooting;

（3）network or equipment failure or configuration adjustment not involving equipment in Huawei Cloud;

（4）hacking on client applications;

（5）loss or leakage of data, password, token due to improper maintenance or lack of confidentiality of client;

（6）operations authorized by clients;

（7）client failure in observing product documentation or usage advice of Huawei Cloud;

（8）third-party open source software;

（9）overload of client business, requests are flow controlled as requests exceed the specified quota;

（10）client's own code issue or custom mirror issue;

（11）third party dependencies (database and cache) introduced by client itself;

（12）for client data that is stored in OBS bucket/SFS document system, the unavailability of OBS bucket/SFS document system of clients;

（13）for clients who use self-managed SFS as the storage mounting in development environment, service exception caused by the unavailability of such SFS;

（14）for clients who use EVS storage in development environment and back up data, data loss caused by the deletion of instance in development environment by clients;

（15）the breakdown of one single node as the special resource pool created by clients is fewer than 2 nodes;

（16）the breakdown of one single instance as one online service deployed by clients is fewer than 2 instances;

4.Service Credit

If ModelArts service availability fails to satisfy foregoing commitments, Huawei Cloud will compensate you in accordance with the following table:

Service Availability	Credit Amount
95.00% ≤ Service Availability < 99.95%	10% of monthly service fee
Service Availability < 95.00%	25% of monthly service fee

 Cloud Backup and Recovery (CBR)

1. Definitions

Service Unavailability means the CBR system log shows that CBR 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%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of CBR per Service Cycle not less than 99.9%

3.Service Compensation

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   < 99.9%	10% of Monthly Service Fee
95% ≤ Service Availability Rate   < 99%	25% of Monthly Service Fee
Service Availability Rate <   95%	100% of Monthly Service Fee

 

Data Warehouse Service GaussDB(DWS)

 

1. Definition

Service Unavailability means the GaussDB(DWS) system log shows that GaussDB(DWS) was inaccessible for more than five consecutive minutes due to a fault with Huawei Cloud.

2. Disclaimers

This SLA does not apply to any performance or availability issues caused by the following:

1）User operations, such as rebooting, deleting, or restoring DB instances through a console or APIs;

2）Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which Huawei Cloud has notified the customer in advance;

3）Network faults, device faults, or configuration adjustment of non-Huawei devices;

4）Service interruption caused by insufficient CPU and storage resources due to heavy customer service workload;

5）Hacker attacks on user applications;

6）Consequences of data (including passwords) leakage or loss due to the fault of the customer;

7）Operations authorized by the customer;

8）Customer's failure to comply with the product usage documentation or recommendations provided by Huawei Cloud;

9）Service suspension or termination due to the customer's breach of service clauses (such as arrears);

10）Other force majeure factors;

3. Service Availability

Calculation 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 make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of GaussDB(DWS) per Service Cycle is not less than 99.9%.

Note: Standalone deployment does not ensure availability.

   4.Service Credit

If we fail to meet the commitment above on GaussDB(DWS) Service Availability Rate, Huawei Cloud will provide you with the following service credits:

Service Availability Rate	Service Credit
99.00% ≤ Service Availability Rate < 99.90%	10% of Monthly Service Fee
Service Availability Rate < 99%	30% of Monthly Service Fee

 Cognitive Engagement Center (CEC)

1. Definition

Service Unavailability means inaccessible incoming and outgoing calls for five minutes or longer because of Huawei Cloud. The unavailability information is printed in customer service system (CSS) logs. The unavailability duration shorter than five minutes shall not be calculated.

2. Disclaimers

In addition to what are specified in the General Terms, this SLA does not apply to any performance or availability issues:

(1) caused by your network faults, including changes on firewalls and network devices, and faults on network devices, agent computers, or internal office networks;

(2)caused by your local voice gateway or SIP line failures when the phone number is provided by yourself;

(3)caused by any leased line network failures if your local site communicates with Huawei cloud servers through a leased line which is purchased from a carrier.

3. Service Availability

Formula for calculating 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 commercially and technically reasonable efforts to make the Service Availability Rate of Cloud CSS per Service Cycle not less than 99%.

4. Service Credit

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

 

Service   Availability Rate	Service   Credit
97% ≤ Service   Availability Rate < 99%	10% of the Monthly   Service Fee
95%≤ Service   Availability Rate < 97%	20% of the Monthly   Service Fee
Service   Availability Rate < 95%	50% of the Monthly   Service Fee

Cloud Data Migration (CDM)

1. Definitions

Service Unavailability means the CDM system log shows that CDM was inaccessible for 5 consecutive minutes or more due to HUAWEI CLOUD. This SLA does not apply to any performance or availability issues caused by you or any third party and those caused by system maintenance (including cutover, maintenance, upgrade, scale-out, resizing, and migration), service suspension, snapshot restoration, and force majeure.

2. Service Availability

Formula for calculating 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 make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of CDM per Service Cycle is not less than 99.9%.

3. Service Credit

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

Service   Availability Rate	Service     Credit
99.00% ≤   Service Availability Rate   < 99.90%	10% of Monthly   Service Fee
Service   Availability Rate   < 99%	30% of Monthly   Service Fee

NAT Gateway（NAT）

1. Definitions

Service Unavailability means all data packets of a NAT gateway are discarded for one minute. The Service Unavailable Duration is the number of minutes in a given service cycle that all packets were discarded.

2. Disclaimers

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

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

• caused by a faulty backend server.

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 make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of NAT Gateway per Service Cycle is not less than 99.95%.

4. Service Credit

If we fail to meet these commitments, HUAWEI CLOUD will provide you with the service credit described below:

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

 Virtual Private Network (VPN)

 1. Definitions

Service Unavailability means all outgoing data packets of a VPN gateway are discarded for one minute. The Service Unavailable Duration is the number of minutes in a given service cycle that all packets were discarded. Service unavailability durations shorter than one minute are not included.

The following case shall not be considered as service unavailability:

• Data cannot be sent due to an IPsec tunnel negotiation failure.

• HUAWEI CLOUD VPN gateway has sent data over the Internet. However, the data failed to be received due to your public network failure.

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 make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of VPN per Service Cycle is not less than 99.95%.

3. Service Credit

If we fail to meet these commitments, HUAWEI CLOUD will provide you with the service credit described below:

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

 

Media Processing Center (MPC)

1. Definitions

Failed Requests are requests with 5XX status codes, normal requests that fail to reach the MPC server due to a service fault, or requests that have not been processed in 24 hours after being submitted.

Valid Requests are requests received by the MPC server or normal requests that fail to reach the MPC server due to a service fault. Requests with 403 status code, such as ones that fail identity identification or authentication, or ones initiated using accounts with overdue amounts are not valid requests.

Error Rate in an Interval

Error rate in an interval = Number of failed requests in the interval/Number of valid requests in the interval x 100%

Statistics are collected every 5 minutes, and 288 statistics points are collected every day.

Service Unavailability: If Error rate in an interval > 0.05%, MPC is unavailable.

2. Disclaimers

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

i. Planned system maintenance, such as cutover, maintenance, upgrade, and fault simulations, of which HUAWEI CLOUD has notified the customer in advance.

ii. Sharp increase in transcoding volume, which causes the daily transcoding output duration to increase by more than 100,000 minutes.

3. Service Availability

Service Availability Rate in each Service Cycle calculation formula:

Service Availability Rate in each Service Cycle = (1 – Service Unavailable Duration in Service Cycle/Total Time of Service Cycle) x 100%

Service Availability Rate commitment:

HUAWEI CLOUD will use commercially and technically reasonable efforts to make the Service Availability Rate of MPC per Service Cycle no less than 99.9%.

4. Service Credit

In the event that MPC does not meet the above Commitment, HUAWEI CLOUD will provide you with the below service credit. However, the total compensation amount shall not exceed 25% of the Monthly Service Fee (excluding the fee deducted using cash coupons) you paid.

Service Availability	Service Credit
99% ≤ Service Availability Rate <   99.9%	10% of Monthly Service Fee
Service Availability Rate < 99%	25% of Monthly Service Fee

API Gateway

1. Definitions

Service Unavailable means the API Gateway log shows that API Gateway was inaccessible or all API requests failed for more than one minute due to the fault of HUAWEI CLOUD.

Valid Requests means all requests received by API Gateway.

Failed Requests means API requests that failed due to the fault of API Gateway, excluding requests that failed due to the following causes:

(1)   The API configuration or dedicated gateway configuration (such as unbinding and deleting an EIP) is incorrect.

(2)   The API backend service is abnormal due to response timeout, connection failure, network failure, or service logic error.

(3)   The number of requests using the API group subdomain name automatically generated by API Gateway has reached the maximum daily limit.

(4)   The user's application is maliciously attacked.

(5)   The number of API requests has reached the maximum limit allowed by API Gateway specifications.

(6)   The user account is in arrears or is suspended.

(7)   Incorrect configurations made by the user.

2. Service Availability

Calculation 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 commercially and technically reasonable efforts to make the Service Availability Rate no less than 99.9% for the shared gateway, no less than 99.95% for the dedicated gateway basic, professional, and enterprise editions (multi-AZ deployment), and no less than 99.99% for the dedicated gateway platinum edition (multi-AZ deployment).

3. Service Credit

If we fail to meet the commitment above on API Gateway Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits:

 

Shared gateway

Service Availability   Rate	Service Credit
99.0% ≤ Service Availability Rate < 99.9%	15% of Monthly Service Fee
95.0% ≤ Service Availability Rate < 99.0%	30% of Monthly Service Fee
Service Availability Rate < 95.0%	100% of Monthly Service Fee

Dedicated gateway (basic, professional, enterprise, and platinum editions; single-AZ deployment)

Service Availability   Rate	Service Credit
99.0% ≤ Service Availability Rate < 99.9%	15% of Monthly Service Fee
95.0% ≤ Service Availability Rate < 99.0%	30% of Monthly Service Fee
Service Availability Rate < 95.0%	100% of Monthly Service Fee

Dedicated gateway (basic, professional, and enterprise editions; multi-AZ deployment)

Service Availability   Rate	Service Credit
99.0% ≤ Service Availability Rate < 99.95%	15% of Monthly Service Fee
95.0% ≤ Service Availability Rate < 99.0%	30% of Monthly Service Fee
Service Availability Rate < 95.0%	100% of Monthly Service Fee

Dedicated gateway (platinum edition; multi-AZ deployment)

Service Availability   Rate	Service Credit
99.0% ≤ Service Availability Rate < 99.99%	15% of Monthly Service Fee
95.0% ≤ Service Availability Rate < 99.0%	30% of Monthly Service Fee
Service Availability Rate < 95.0%	100% of Monthly Service Fee

 

Data Security Center (DSC)

1. Definitions

Service Unavailability: The DSC system log shows that DSC was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and incapability that lasts shorter than five (5) minutes shall not be included.

2. Service Availability

Calculation formula of 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 promises a Service Availability Rate of up to 99.9% for DSC through substantial commercial and technical effort.

3. 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:

Service Availability Rate	Service   Credit
99% ≤   Service Availability Rate < 99.9%	15% of monthly service fee of the involved faulty   service or instance
95% ≤   Service Availability Rate < 99%	30% of monthly service fee of the involved faulty   service or instance
Service   Availability Rate < 95%	100% of monthly service fee of the involved   faulty service or instance

Database Security Service (DBSS)

1. Definition

Service Unavailability means the DBSS system log shows that DBSS instances were inaccessible for 5 or more consecutive minutes due to HUAWEI CLOUD.

2. Service Availability

Calculation 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 commercially and technically reasonable efforts to make the DBSS Service Availability Rate in each Service Cycle no less than 99.95%.

3. Service Credit

If we fail to meet the commitment above on DBSS Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits: 

Service   Availability Rate	Service Credit
99.00%   ≤ Service Availability Rate < 99.95%	15%   of Monthly Service Fee
95.00%   ≤ Service Availability Rate < 99.0%	30%   of Monthly Service Fee
Service   Availability Rate < 95.00%	100%   of Monthly Service Fee

 

Key Management Service (KMS)

1. Definition

Service Unavailability means the KMS system log shows that KMS clusters were inaccessible for 5 or more consecutive minutes due to HUAWEI CLOUD.

2. Service Availability

Calculation 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 commercially and technically reasonable efforts to make the KMS Service Availability Rate in each Service Cycle no less than 99.95%.

3. 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
99.00%   ≤ Service Availability Rate < 99.95%	15%   of Monthly Service Fee
95.00%   ≤ Service Availability Rate < 99.0%	30%   of Monthly Service Fee
Service   Availability Rate < 95.00%	100%   of Monthly Service Fee

 

Web Application Firewall (WAF)

1. Definitions

Service Unavailability: System logs show that the WAF service was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.

2. Disclaimers

For WAF, Service Unavailability in the following conditions cannot be counted in to Service Unavailable Duration, in addition to the conditions described in the definition of Service Unavailability:

1) Your backend origin servers are abnormal due to certain reasons, for example, bandwidth exhaustion, origin IP address exposure, data center breakdowns, network jitters, installation or upgrade of OSs or applications.

2) Your website requests exceeds the concurrent requests that can be handled by the WAF edition you are using.

3) There are attacks not at the web application layer, for example, heavy DDoS attacks.

4) Data such as passwords is lost or leaked due to your improper maintenance.

3. Service Availability

Calculation formula for Service Availability Rate in each Service Cycle:

Service Availability Rate in each Service Cycle = (Total Minutes in the Service Cycle – Unavailable Minutes in the Service Cycle)/Total Minutes in the Service Cycle) x 100%

Service Availability Rate commitment:

HUAWEI CLOUD will make commercially viable and technically feasible efforts to ensure that the WAF Service Availability Rate per Service Cycle is not less than 99.95%.

4. Service Credit

If WAF fails to meet the commitment on the service availability rate, HUAWEI CLOUD will compensate you based on the terms given in the following table.

Service   Availability Rate	Coupon
99.00% ≤ Service Availability   Rate < 99.95%	10% of the basic monthly payment
95.00% ≤ Service Availability   Rate < 99.95%	25% of the basic monthly payment
Service Availability Rate < 95%	100% of the basic monthly fee

 Huawei Cloud Meeting

 1. Definitions

Service Unavailability means that According to logs in the Huawei Cloud Meeting, meeting cannot be held in any way for more than 5 consecutive minutes due to Huawei Cloud Meeting reasons. Unavailability time less than 5 minutes is not counted.

2. Service Availability

Calculation formula of 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 Meeting will make commercially viable and technically feasible efforts to ensure that the Service Availability Rate of Huawei Cloud Meeting per Service Cycle is not less than 99.9%.

3. Service Credit

If we fail to meet these commitments, Huawei Cloud Meeting will provide you with the service credit described below: 

Service Availability	Service Credit
99 % ≤ Service   Availability Rate < 99.9%	5% of monthly service fee
97% ≤ Service   Availability Rate < 99 %	10% of monthly service fee
95% ≤ Service   Availability Rate < 97%	20% of monthly service fee
Service Availability Rate   < 95%	50% of monthly service fee

 

 

Container Guard Service (CGS)

1. Definition

Service Unavailability means the CGS system log shows that CGS instances were inaccessible for 5 or more consecutive minutes due to HUAWEI CLOUD.

2. Service Availability

Calculation 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 commercially and technically reasonable efforts to make the CGS Service Availability Rate in each Service Cycle no less than 99.9%.

3. Service Credit

If we fail to meet the commitment above on CGS Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits:

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

 

 

Situation Awareness (SA)

1. Definitions

Service Unavailability means the SA system log shows that SA was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.

2. Service Availability

Calculation formula for Service Availability Rate in each Service Cycle:

A monthly service uptime percentage calculated based on the following formula. SA of each individual subscriber is separately measured.

Monthly Service Availability Rate = [Service availability duration in minutes of a billing month/Total number of minutes of a billing month] x 100%.

If the duration is less than one month, it is still regarded as one month.

Service Availability Rate commitment:

HUAWEI CLOUD shall make commercially and technically reasonable efforts to make the Service Availability Rate for SA up to 99.9%. Should HUAWEI CLOUD fail to ensure the promised rate, HUAWEI CLOUD will compensate you in accordance with Clause 3 of this Agreement.

3. Service Credit

If SA fails to meet the commitment on the service availability rate, HUAWEI CLOUD will compensate you based on the terms given 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

 

Distributed Database Middleware (DDM)

1 Definition

Service Unavailability means that the DDM system log shows that DDM instances were inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than one (1) minute shall not be included.

2 Disclaimers

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

1)      Customer operations, such as restarting, deleting, or restoring DDM instances through a console or APIs

2)      Network faults, device faults, or configuration adjustment of non-Huawei devices

3)      Hacker attacks on customer applications

4)      Planned system maintenance, including but not limited to cutover, maintenance, upgrade, and fault drills, of which HUAWEI CLOUD has notified customers in advance

5)      Changing or deleting accounts of databases in the RDS DB instances that are associated with the DDM instance

6)      Deleting data stored in databases in the RDS DB instances that are associated with the DDM instance

7)      Modifying or deleting the VPC virtual switch used by the DDM instance

8)      Data (including passwords) leakage or loss due to improper maintenance of the customer

9)      Operations authorized by the customer or any misjudgment in operations

10)   Customer's failure to comply with the DDM user guide or recommendations

3 Service Availability

Formula for calculating 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 make commercially and technically reasonable efforts to ensure that the Service Availability Rate per Service Cycle is not less than 99.90%.

4 Service Credit

If we fail to meet the above commitment, HUAWEI CLOUD will provide you with service credit as follows.

Service    Availability	Service    Credit
99% ≤ Service Availability Rate <   99.90%	10% of Monthly Service Fee
95% ≤ Service Availability Rate < 99%	25% of Monthly Service Fee
Service Availability Rate < 95%	100% of Monthly Service Fee

 

GaussDB(for MySQL)

1.Definition

Service Unavailability means the GaussDB(for MySQL) system log shows that a DB instance was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Duration of the inaccessibility and inability that lasts for shorter than one (1) minute shall not be included.

2. Disclaimers

Service unavailability caused by the following situations shall not be counted in the service unavailability period:

1） User operations, such as rebooting, deleting, or restoring GaussDB(for MySQL) DB instances through a console or APIs.

2） Network faults, device faults, or configuration adjustment of non-Huawei devices.

3） Hacker attacks on user applications.

4） Planned system maintenance, such as cutover, maintenance, upgrade, and fault drills, of which HUAWEI CLOUD has notified users in advance.

5） Data and password leakage or loss due to users' improper maintenance or improper use of confidential information.

6） Users' negligence or operations authorized by users.

7） Non-compliance with GaussDB(for MySQL) documentation or recommendations.

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 use commercially and technically reasonable efforts to make the Service Availability Rate of GaussDB(for MySQL) per Service Cycle be no less than 99.99%.

4.Service Credit

If we fail to meet the commitment above on GaussDB(for MySQL) Service Availability Rate, HUAWEI CLOUD will provide you with service credit as follows.

Service   Availability Rate	Service Credit
99% ≤ Service Availability Rate < 99.99%	10% of Monthly Service Fee
95% ≤ Service Availability Rate < 99%	25% of Monthly Service Fee
Service Availability Rate < 95%	100% of Monthly Service Fee

 

Cloud Connect

1. Definition

Service Unavailable means that network instances cannot communicate with each other over the cloud connection that connects them for one 1 or more consecutive minutes. Service Unavailable Duration refers to the total minutes in a Service Cycle in which network instances cannot communicate with each other over the cloud connection.

2. Disclaimers

This SLA does not apply to service unavailability caused by Direct Connect or VPN even if a Direct Connect or VPN gateway is connected to a cloud connection to allow your on-premises data center to access other network instances connected through the cloud connection.

3. Service Availability

Calculation 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 * 100%

Service Availability Rate commitment:

HUAWEI CLOUD will make commercially and technically reasonable efforts to ensure that the Cloud Connect service availability is not lower than 99.95%.

4. Service Credit

If we fail to meet the commitment above on the Cloud Connect Service Availability Rate, HUAWEI CLOUD will compensate you as showed in the following table:

 

Service   Availability Rate	Service Credit
99.00% ≤ Service Availability Rate < 99.95%	15% of Monthly Service Fee
95.00% ≤ Service Availability Rate < 99.00%	30% of Monthly Service Fee
Service Availability Rate < 95.00%	100% of Monthly Service Fee

 

Simple Message Notification (SMN) 

1. Definition

Service Unavailability means the SMN system log shows that SMN 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 make all commercially viable and technically feasible efforts to ensure that the Service Availability Rate of SMN per Service Cycle is not less than 99.9%.

3. Service Credit

If we fail to meet these commitments, HUAWEI CLOUD will provide you with the service credit described below:

Service   Availability Rate	Service   Credit
95.00% ≤Service Availability Rate   < 99.90%	10% of Monthly Service Fee
Service Availability Rate <   95.00%	20% of Monthly Service Fee

Service Unavailability does not include unavailability resulting from any of the following issues:

1) Planned system maintenance, such as cutovers, maintenance, upgrades, or fault simulations that HUAWEI CLOUD has notified the customer of in advance

2) Network faults, device faults, or configuration adjustments of non-HUAWEI CLOUD devices

3) Online attacks on customer applications

4) Loss or disclosure of data, including passwords, due to improper maintenance by the customer

5) Operations authorized by the customer or any mis-judgment in operations

6) Major events or promotions that HUAWEI CLOUD has notified the customer of in advance

7) Customer violations of the information control, traffic control, or information security control rules of HUAWEI CLOUD or other carrier platforms

8) Service suspension or termination due to the customer's breach of service clauses (such as arrears)

9) Customer violations of local laws or regulations

10) Messages from SMN to the customer were blocked.

11) The number of messages sent by the customer exceeds the maximum allowed number of messages specified in the Simple Message Notification API Reference and the customer did not notify HUAWEI CLOUD in advance.

12) Any force majeure event

 

 

GaussDB(for openGauss)

1. Definitions

Service Unavailability: The GaussDB(for openGauss) system log shows that a GaussDB(for openGauss) instance was inaccessible for one (1) or more consecutive minutes due to the faults of HUAWEI CLOUD.

2 Disclaimers

Service unavailability caused by the following situations shall not be counted in the service unavailability duration:

1) Customer operations, such as rebooting, deleting, or restoring GaussDB(for openGauss) instances through a console or APIs

2) Network faults, device faults, or configuration adjustment of non-Huawei devices

3) Hacker attacks on user applications

4) Planned system maintenance, such as cutover, maintenance, upgrade, and fault drills, of which HUAWEI CLOUD has notified the customer in advance

5) Data (including passwords) leakage or loss due to improper maintenance of the customer

6) Operations authorized by the customer or any misjudgment in operations

7) Non-compliance with GaussDB(for openGauss) documentation or recommendations

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 use commercially and technically reasonable efforts to make the Service Availability Rate of GaussDB(for openGauss) instances be no less than 99.99% per Service Cycle.

4. Service Credit

If we fail to meet the commitment above GaussDB(for openGauss) Service Availability Rate, HUAWEI CLOUD will provide you with the following service credits:

Service   Availability Rate	Service   Credit
99.00% ≤   Service Availability Rate < 99.99%	10% of   Monthly Service Fee
95.00%   ≤Service Availability Rate < 99.00%	25% of   Monthly Service Fee
Service Availability Rate < 95.00%	100% of Monthly Service Fee

 

Managed Threat Detection (MTD)

1. Definition

HUAWEI CLOUD MTD service continuously monitors malicious activities and unauthorized behaviors to protect accounts and workloads. The service scope depends on your purchase and the services provided by HUAWEI CLOUD.

2. Service unavailable duration

l   MTD is suspended for more than 5 consecutive minutes, with the downtime of less than 5 minutes not being counted.

l   Service suspension caused by account renewal is not counted.

l   Service suspension compliant with user agreements is not counted.

l   Service suspension caused by Internet network faults is not counted.

l   Service suspension caused by content or applications attacked or infected with viruses in the network.

l   Service suspension caused by failure to comply with user agreements and laws and regulations.

3. Service availability

Formula calculating the 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

HUAWEI CLOUD will use commercial and technical methods to ensure that MTD availability is not lower than 99.9%.

4. Service credit

If the MTD fails to fulfill commitments on the service availability rate, the service credit amount shall be calculated according to 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

 

Distributed Message Service (for Kafka, for RabbitMQ, and for RocketMQ)

1. Definitions

Service Unavailability means the DMS system log shows that DMS was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Service Unavailability does not include unavailability resulting from any of the following issues:

(1) Network faults, device faults, or configuration adjustment of non-HUAWEI CLOUD devices

(2) Issues caused by improper product usage, such as overloaded broker, insufficient disk space, and lack of multiple replicas or redundant queues

(3) Faults that occur due to single-AZ deployment, instead of multi-AZ deployment

(4) Issues caused by third-party open-source software

2. Service Availability

Calculation 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 commercially and technically reasonable efforts to make the Service Availability Rate of DMS per Service Cycle not less than 99.9%.

3. Service Credit

If we fail to meet the above commitment, HUAWEI CLOUD will provide you service credit as shown in the following table.

Service   Availability	Service Credit
99% ≤ Service   Availability Rate < 99.9%	10% of Monthly   Service Fee
95% ≤ Service   Availability Rate < 99%	30% of Monthly   Service Fee
Service   Availability Rate < 95%	100% of Monthly   Service Fee

 

Distributed Cache Service (for Redis and for Memcached)

1. Definition

Service Unavailability means the DCS system log shows that DCS (for Redis and for Memcached) was inaccessible for one (1) or more consecutive minutes because of HUAWEI CLOUD. Service Unavailability does not include unavailability resulting from any of the following issues:

(1) Network faults, device faults, or configuration adjustment of non-HUAWEI CLOUD devices

(2) Issues caused by improper service use (such as exceeding the CPU, memory, and network bandwidth limits of instance nodes) that deviates from the instructions provided in documents such as Best Practices and FAQs

(3) Faults that occur due to the use of single-node instances, instead of HA instances such as master/standby or cluster instances

(4) Faults that occur due to single-AZ deployment, instead of multi-AZ deployment

(5) Issues caused by third-party open-source software

2. Service Availability

Calculation 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 commercially and technically reasonable efforts to make the Service Availability Rate of DCS per Service Cycle not less than 99.95%.

3. Service Credit

If the above commitment fails to be met due to HUAWEI CLOUD reasons, HUAWEI CLOUD will provide you service credit as shown in the following table.

Master/standby Redis instances:

Service   Availability	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

Cluster Redis instances:

Service   Availability	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

Read/write splitting Redis instances:

Service   Availability	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

 

Master/standby Memcached instances:

Service Availability	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

 

Application Operations Management (AOM)

1. Definition

Service Unavailable means the AOM system log shows that AOM was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. 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 that the service availability rate is at least 99.9% for AOM in each service cycle.

3. Service Credit

If we fail to meet the commitments described here for the AOM service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99% ≤ Service Availability Rate <   99.9%	10% of Monthly Service Fee
95% ≤ Service Availability Rate <   99%	30% of Monthly Service Fee
Service Availability Rate < 95%	100% of Monthly Service Fee

 

Blockchain Service (BCS)

1. Definition

Service Unavailable means the BCS system log shows that BCS was inaccessible for more than ten consecutive minutes due to a fault with HUAWEI CLOUD.

2. Disclaimers

Service Unavailable does not include unavailability resulting from the following issues:

(1)    Logical defects of user smart contracts

(2)    Misoperation and constraints of compute, storage, and network resources

(3)    OBT and beta features

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 that the Service Availability Rate of BCS per Service Cycle is at least 99.95%.

4. Service Credit

If we fail to meet the commitment described here for the BCS Service Availability Rate, HUAWEI CLOUD will provide you with the service credit below.

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

 

Bare Metal Server (BMS)

1. Definition

Service Unavailable means the BMS system log shows that BMS was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. Disclaimers

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

(1)    caused by HUAWEI CLOUD operations authorized by you on servers.

(2)    caused by server hardware faults you refused to authorize HUAWEI CLOUD to repair.

(3)    caused by hardware faults of servers whose warranty has expired and then you refused to upgrade them.

(4)    that persist when Huawei is waiting for your authorization for server hardware repair and when Huawei engineers are repairing it.

(5)    that occur on a single piece of hardware and do not affect your services due to hardware redundancy. For example, if a single NIC in a bond is faulty or a single disk in a storage redundancy group is faulty, and the faults do not affect your services, the SLA does not apply.

(6)    caused by OS or key process issues when you install, reinstall, or uninstall applications.

(7)    caused by server disconnection resulted from normal server operations including but not limited to OS installation, OS reinstallation, BIOS modifications, server shutdowns, or server restarts.

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 service availability rate is at least 99.9% for BMS in each service cycle.

4. Service Credit

If we fail to meet the commitments described here for the BMS service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99% ≤ Service Availability   Rate < 99.9%	10% of Monthly Service Fee
Service Availability Rate   < 99%	30% of Monthly Service Fee

 

Cloud Container Engine (CCE)

1. Definition

Service Unavailable means the CCE system log shows that a cluster was inaccessible for more than ten consecutive minutes due to a fault with HUAWEI CLOUD.

2. 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 commercially and technically reasonable efforts to ensure the service availability rate is at least 99.95% for CCE in each service cycle.

3. Service Credit

If we fail to meet the commitments described here for the CCE service availability rate, HUAWEI CLOUD will provide you with the service credit below.

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

 

Content Moderation

1. Definition

Service Unavailable means the Content Moderation system log shows that Content Moderation was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. 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 service availability rate is at least 99.9% for Content Moderation in each service cycle.

3. Service Credit

If we fail to meet the commitments described here for the Content Moderation service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99.0% ≤ Service   Availability Rate < 99.9%	10% of Monthly Service Fee
Service Availability Rate   < 99.0%	25% of Monthly Service Fee

 

Cloud Search Service (CSS)

1. Definition

Service Unavailable means the CSS system log shows that the CSS cluster was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. Service Availability

Formula for Service Availability Rate in each Service Cycle:

A monthly service uptime percentage calculated based on the following formula. CSS of each individual subscriber is separately measured. Monthly Service Availability Rate = (Service Availability Duration in Minutes of a Billing Month/Total Number of Minutes of a Billing Month) x 100%. A billing month that is less than one (1) month shall be counted as a full month.

Service Availability Rate commitment:

HUAWEI CLOUD will use all commercially and technically reasonable efforts to ensure the service availability rate of CSS is at least 99.95% for the service plane (for cluster access), and at least 99.9% for the management plane (for cluster addition, deletion, modification, and query). If we fail to meet the commitments described here for the CSS service availability rate, HUAWEI CLOUD will provide you with the service credit as shown in the following table.

3. Service Credit

If we fail to meet the commitments described here for the CSS service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99.90% ≤ Service   Availability Rate < 99.95%	5% of Monthly Service Fee
99.00% ≤ Service   Availability Rate < 99.90%	10% of Monthly Service Fee
Service Availability Rate   < 99.00%	25% of Monthly Service Fee

 

Data Lake Governance Center (DGC)

1. Definition

Service Unavailable means the DGC system log shows that DGC was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. 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 service availability rate is at least 99.95% for DGC in each service cycle.

3. Service Credit

If we fail to meet the commitments described here for the DGC service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99.0% ≤ Service   Availability Rate < 99.95%	10% of Monthly Service Fee
Service Availability Rate   < 99.0%	30% of Monthly Service Fee

 

IoT Edge

1. Definition

Service Unavailable means the IoT Edge system log shows that IoT Edge was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. Disclaimers

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

(1)    The selected edge hardware (such as the OS, hardware architecture, memory, hard disk, and CPU) does not meet the usage constraints specified by IoT Edge.

(2)    Edge nodes and edge applications cannot be managed by IoT Edge due to network faults (for example, edge node network disconnection), hardware faults (for example, hard disk damage), OS faults, and Docker software faults.

(3)    When an edge node is offline, the O&M information (including logs, alarms, and monitoring information) of edge nodes and edge applications cannot be reported to the cloud. In this case, IoT Edge cannot manage the edge nodes and edge applications.

(4)    Edge nodes and edge applications are abnormal due to system faults caused by the deployed edge applications (for example, the edge applications are overloaded or the disk space is used up).

(5)    Services are interrupted or unavailable because you do not properly plan the edge application upgrade policy.

(6)    Services are interrupted or unavailable due to the OS upgrade, Docker software upgrade, or IoT edge software upgrade of your edge node.

Version Maintenance Interval: The IoT edge software you use must be upgraded to the latest version within six months to ensure performance and receive the O&M support provided by the IoT Edge service team. After the maintenance interval (six months), the service team does not provide free O&M support for your IoT edge software.

O&M Responsibility Division:

(1)    HUAWEI CLOUD is responsible for O&M of IoT edge software.

(2)    You are responsible for routine O&M of edge nodes and edge applications.

a)      Hardware devices, OSs, and networks of edge nodes are maintained by you or your project system integrator.

b)      Edge applications are maintained by you or your project system integrator.

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 service availability rate is at least 99% for IoT Edge in each service cycle.

4. Service Credit

If we fail to meet the commitments described here for the IoT Edge service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
95% ≤ Service Availability   Rate < 99%	10% of Monthly Service Fee
Service Availability Rate   < 95%	25% of Monthly Service Fee

 

Live

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

 

Log Tank Service (LTS)

1. Definition

Service Unavailable means the LTS system log shows that LTS was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. 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 a Service Availability Rate of LTS per Service Cycle of at least 99.9%.

3. Service Credit

If we fail to meet the commitments described here for the LTS service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99% ≤ Service Availability   Rate < 99.9%	10% of Monthly Service Fee
95% ≤ Service Availability   Rate < 99%	30% of Monthly Service Fee
Service Availability Rate   < 95%	100% of Monthly Service Fee

 

MapReduce Service (MRS)

1. Definition

Service Unavailable means the MapReduce system log shows that MRS was inaccessible for more than five consecutive minutes due to a fault with HUAWEI CLOUD.

2. 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 service availability rate is at least 99.9% for MRS in each service cycle.

3. Service Credit

If we fail to meet the commitments described here for the MRS availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service Availability Rate	Service Credit
99.0% ≤ Service Availability Rate <   99.9%	10% of   Monthly Service Fee
Availability Rate < 99.0%	30% of Monthly   Service Fee

 

Optical Character Recognition (OCR)

1. Definition

Service Unavailability means the OCR system log shows that OCR was inaccessible for five (5) or more consecutive minutes because of HUAWEI CLOUD.

2. 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 make all commercially and technically reasonable efforts to ensure the service availability rate is at least 99.9% for OCR in each service cycle.

3. Compensation

If we fail to meet the commitments described here for the OCR service availability rate, HUAWEI CLOUD will provide you with the service credit below.

Service   Availability Rate	Service   Credit
99.00% ≤ Service Availability   Rate < 99.90%	10% of Monthly Service Fee
Service Availability Rate <   99.00%	25% of Monthly Service Fee

 

Whole Site Acceleration (WSA)

1.Definitions

Number of 5xx response errors in five minutes: Number of 5xx errors returned by the domain name due to WSA 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 WSA system log shows that the error rate of WSA was greater than 0.05% within five (5) minutes because of Huawei Cloud.

2.Disclaimers

If you will have a sharp increase in WSA 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 WSA 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%

Scalable File Service  (SFS)

1.Definitions

Service Unavailability means the SFS system log shows that SFS 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 SFS per Service Cycle not less than 99.95%

3.Service Compensation

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 Monthly Service Fee
95% ≤ Service Availability Rate < 99%	30% of Monthly Service Fee
Service Availability Rate < 95%	100% of Monthly Service Fee

Global Accelerator (GA)

1.Service Unavailability

A Global Accelerator is considered unavailable if it fails to establish connections with its endpoints or packets are lost for one or more consecutive minutes.

2.Disclaimers

This SLA does not apply if service unavailability is caused by any abnormality described in the General Terms or either of the following:

• Your applications are attacked by, including but not limited to DDoS attacks.
• Your applications are abnormal.

3.Service Availability

A Global Accelerator's Service Availability refers to the availability of the network between the Huawei Cloud access points and the Huawei Cloud private networks. The network availability between the Huawei Cloud access points and your terminals is guaranteed by the carrier from whom you leased a private line.

The service availability in each service cycle is calculated using the following formula:

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

Huawei Cloud will make all efforts to ensure the service availability of at least 99.95% in each service cycle.

4.Service Credits

If the service availability falls below 99.95% due to reasons caused by Huawei Cloud, Huawei Cloud will offer service credits based on the degree of the unavailability:

Service Availability	Service Credit
99.0% ≤ Service Availability < 99.95%	10% of Monthly Service Fee
95% ≤ Service Availability < 99%	25% of Monthly Service Fee
Service Availability < 95%	100% of Monthly Service Fee

 

Last updated:April 27, 2022