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Kingsoft Cloud File Storage(KFS) Service Level Agreement

Last updated:2020-11-29 18:56:51

This Kingsoft Cloud International Website Kingsoft Cloud File Storage(KFS) Service Level Agreement (“SLA”) applies to your purchase and use of the Kingsoft Cloud International Website KFS (“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.

Service Cycle: One Service Cycle equals to one calendar month. The statistics are collected based on each file system instance of KFS. If the service of a single KFS file system instance 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 Unavailable Minutes: The KFS single file system instance service is unavailable within the minute if all the successive attempts of users to build connection with pointed KFS single file system instance within a minute have failed. It won’t be counted into unavailable hours if the successive attempts are less than one minute. The unavailable minute for sum of KFS single file system instance in a service cycle is service unavailable minutes.
Monthly Service Fee: Total service fees of a specific Kingsoft Cloud account emerged in terms of the KFS single file system instance service for the customer in a calendar month exclude the purchased and unconsumed part as well as deducted fees by vouchers, coupons and service fee exemption.

2.Service Availability
2.1Calculation of Service Availability KFS Service Availability is calculated based on each single KFS file system instance as follows:
Service Availability = ( (Service Cycle in Minutes of a single file system instance-Service Unavailable Minutes of a single file system instance) / Service Cycle in Minutes of a single file system instance ) × 100%.
2.2Service Availability standard KFS Service Availability: No lower than 99.9%. If the service does not reach the above-mentioned availability standard, you may be compensated according to article 3 in this agreement. The compensation scope does not include the service downtime caused by:
(1)System maintenance made by Kingsoft Cloud with a prior notification to the customer, including cutovers, maintenance, upgrades and simulated failure drills;
(2)Failures of any network, equipments that do not belong to Kingsoft Cloud and configuration adjustments;
(3)Hacker attacks on applications or data information of the customer;
(4)Customer's self-upgrade of the operating system;
(5)Customer's applications or installations;
(6)Loss or leakage of data, passwords, codes, and so on due to improper maintenance or confidentiality by the customer;
(7)Negligence of the customer or operation authorized by the customer;
(8)Customer's failure to observe the product usage documentation or usage suggestions of Kingsoft Cloud;
(9)Force majeure;
(10)Or other service unavailability not caused by Kingsoft Cloud.
2.3 Right to know of data
Kingsoft Cloud pledges that all users’ data won’t be provided to any third party unless required by the government departments for supervision and auditing. All users’ data in China’s data center of Kingsoft Cloud won’t be stored in foreign data centers or used for foreign businesses or data analysis. Users’ data shall be stored in accordance with Chinese laws and regulations and any contents related to terrorism, violence and unhealthy shall be prohibited. All data uploaded by users shall be owned by themselves and only they have access to it in the case of no public access.

3.Compensation Plan
If the availability of the KFS service does not reach the service level in this agreement, Kingsoft Cloud will compensate you for the Service Downtime per instance in a Service Cycle on 100-fold basis of the Monthly Service Fee.
Kingsoft Cloud compensates by granting balance or vouchers, the granted balance or vouchers are used only to purchase KFS products. The compensation will not exceed the Monthly Service Fee (excluding the deductible part by granting balance or vouchers) paid by you for this KFS instance in the current month.
You 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 KFS instance unavailability happened. No application for compensation will be accepted if the application exceeds the time limit.

Kingsoft Cloud reserves its rights to modify the clauses of this SLA clauses.
Kingsoft Cloud will notify you 30 days in advance by website publicity or email if there are any changes to SLA clauses. If you do not agree with the modifications that Kingsoft Cloud made to SLA, you have rights to abandon the use of KFS. Your continued use of the service shall be deemed as your acceptance of the amended SLA.

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