All Documents
Current Document
Content is empty
If you don't find the content you expect, please try another search term
Content is empty
If you don't find the content you expect, please try another search term
Legal
Service Level Agreement（SLA）
Kingsoft Cloud VPN Connections Service Level Agreement
Last updated：2020-11-29 20:04:52
This Kingsoft Cloud International Website VPN Connections（VPN） Service Level Agreement (“SLA”) applies to your purchase and use of the Kingsoft Cloud International Website VPN (“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 Unavailability: If all consecutive attempts to establish the connection with the specified VPN instance fail, it is deemed that the VPN instance service is unavailable.
Service Downtime in Minutes: The time of Service Unavailability of the VPN instance within a Service Cycle is the unavailability time of all services in this service cycle. The duration less than 5 minutes will not be counted as the unavailability time.
Service availability calculation formula: (Service Cycle in Minutes – Service Downtime in Minutes) / Service Cycle in Minutes × 100%.
Monthly Service Fee: Total service fee incurred by the customer for single VPN instance in a calendar month.
2.Service Availability Guarantee
Service availability: Not lower than 99.95%.
If the VPN 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)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, equipment that do not belong to Kingsoft Cloud and configuration adjustments;
(3)Hacker attacks on applications or data information of the customer;
(4)Loss or leakage of data, passwords, codes, and so on due to improper maintenance or confidentiality by the customer;
(5)Customer's self-upgrade of the operating system, including failure to observe the product usage documentation or usage suggestions of Kingsoft Cloud;
(6)Customer's applications or installations;
(7)Negligence of the customer or operation authorized by the customer;
(8)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;
(9)Service interruption caused by measures taken according to the regulatory requirements of the competent government department;
(10)Force majeure or accidents;
(11)Or other service unavailability not caused by Kingsoft Cloud.
3.Compensation Plan
If the availability of VPN service does not reach the service level in this agreement, Kingsoft Cloud will compensate customers for the unavailable time per VPN 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 VPN products. The compensation will not exceed the monthly service fee (excluding the deductible part by granting balance or vouchers) paid by the customer for this VPN instance in the current month.
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 VPN 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 VPN service. Your continued use of the service shall be deemed as your acceptance of the amended SLA.
Pure Mode