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Legal
Service Level Agreement（SLA）
Kingsoft Cloud Advanced Defense (KAD) Service Level Agreement
Last updated：2020-11-26 19:27:18
This Kingsoft Cloud International Website Kingsoft Cloud Advanced Defense（KAD） Service Level Agreement (“SLA”) applies to your purchase and use of the Kingsoft Cloud International Website KAD (“Service”) and your use of the Service is subjected to the terms and conditions of the Kingsoft Cloud International Website Agreement of Kingsoft Cloud Service between the relevant Kingsoft Cloud entity described in the Agreement of Kingsoft Cloud Service（“us”, or “we”) and you. This SLA only applies to your purchase and use of the Services for a fee, and shall not apply to any free Services or trial Services provided by us.
1. Definition
Service Cycle: One Service Cycle equals to one calendar month. If the service is used for less than one calendar month, the Service Cycle will be calculated as one calendar month.
Service Cycle in Minutes: Calculated on the basis of the total number of days in a Service Cycle × 24 (hours) × 60 (minutes).
Service Downtime in Minutes: The total number of minutes in one Service Cycle during which time a single DDoS KAD instance is unavailable. If the service unavailability time is less than 1 minute, it is calculated as 1 minute. For example, if the service unavailability time is 1 minute and 01 seconds, it will be calculated as 2 minutes.
Service Availability = (Service Cycle in Minutes – Service Downtime in Minutes) / Service Cycle in Minutes × 100%
2. Service Availability Guarantee
2.1The service availability of KAD should be no lower than 99.9%.
2.2 If the KAD service does not reach the above-mentioned availability guarantee, the customer may be compensated according to this agreement, and the compensation scope does not include the unavailable service time caused by:
(1) KAD meets the requirement of developers;
(2) KAD is not interfered, and is timely, secure, reliable or error-free;
(3) System maintenance made by Kingsoft Cloud with a prior notification to the user, including cutovers, maintenance, upgrades and simulated failure drills;
(4) Failures of any network, equipment that do not belong to Kingsoft Cloud and configuration adjustments;
(5) Loss or leakage of data, passwords, codes, and so on due to improper maintenance or confidentiality by the user;
(6) User's self-upgrade of the operating system;
(7) User's applications or installations;
(8) Negligence of the user or operation authorized by the user;
(9) Service interruption caused by the server setting or user program installation conducted by the telecom operator(s) for resolving the decrease in the speed of accessing to the backbone line of the telecom operator(s) for any casual blocking of such backbone line;
(10)Service interruption caused by measures taken according to the regulatory requirements of the competent government department;
(11)Force majeure or accidents;
(12)Or other service unavailability not caused by Kingsoft Cloud.
3.Compensation Plan
If the availability of KAD service does not reach the service level promised in SLA, the user will be compensated for the unavailable time on 2-fold basis of the service time. The compensation is limited to the service time of the faulty KAD instance, and it is not used for discounting the cash and vouchers. The compensation plan is only for paid service, while free services are not covered by the compensation plan.
Customers may apply for compensation for an instance that failed to achieve availability last month after the fifth business day of each month. The application for compensation should be raised in two (2) months after the month in which the KAD instance unavailability happened. No application for compensation will be accepted if the application exceeds the time limit.
4.Miscellaneous
Kingsoft Cloud reserves its rights to modify the clauses of this SLA. Kingsoft Cloud will notify the customer 30 days in advance by website publicity, SMS or email if there are any changes to SLA clauses. If customers do not agree with the modifications that Kingsoft Cloud made to SLA, they have rights to abandon the use of KAD service. Your continued use of the service shall be deemed as your acceptance of the amended SLA.
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