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Legal
Service Level Agreement（SLA）
Kingsoft Cloud Container Engine Service Level Agreement
Last updated：2020-12-06 16:06:15
This Kingsoft Cloud International Website Kingsoft Cloud Container Engine（KCE）Service Level Agreement (“SLA”) applies to your purchase and use of the Kingsoft Cloud International Website KCE (“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: The service is deemed unavailable if the condition below is met and the situation lasts for 5 minutes or longer. A time duration less than 5 minutes is not counted as Service Unavailability.
Kubernetes API Service Unavailability: The Kubernetes API service cannot be connected or does not respond to your requests, excluding the following circumstances:
(1)Service upgrades, modification, and maintenance made by Kingsoft Cloud with a prior notification to you;
(2)Service unavailability due to your own operation, e.g. restarting the core components of a Kubernetes cluster, etc.;
(3)Service unavailability caused by the failure of a product that KCE relies on, e.g. Kingsoft Cloud Elastic Compute (“KEC”), Elastic Physical Compute (“EPC”), Server Load Balancing (“SLB”), etc.
Service Downtime: The total time of Service Unavailability within a Service Cycle, calculated by minutes.
Calculation of Service Availability: Service Availability = (Service Cycle in Minutes - Service Downtime) / Service Cycle in Minutes × 100%
2.Service Availability Guarantee
Kubernetes API service availability will be no less than 99.9%.
Other paid cloud products you use together with KCE will subject to their relevant service level agreements. For example, the following circumstances that are caused by failures of other cloud products are excluded from calculation of Kubernetes API service availability:
(1)Your service is affected because the KEC product you purchased is unavailable;
(2)Your service is affected because the EPC product you purchased is unavailable;
(3)Your service is inaccessible because the SLB product you purchased is unavailable;
(4)Your service data is inaccessible because the Elastic Block Storage (“EBS”) product you purchased is unavailable;
(5)Your service is inaccessible because the Elastic IP (“EIP”) product you purchased is unavailable.
3.Release of Liabilities
KCE is designed to provide you with a stable, reliable enterprise-level container platform; however, if a problem occurs due to any of the following reasons, KCE will not be held liable to you:
(1)Any service loss caused by the use of a third-party or open source software that is not Kingsoft Cloud facility;
(2)Mal-operations by you, for example, changing SLB configuration through a tool other than using the container service, or mis-deleting resources, etc.;
(3)Changing or deletion of resources that are not created by you in the kube-system namespace;
(4)Voluntary modifications of Kubernetes critical configuration, for example, changing the path, link, or contents of any of the following files:
•/etc/kubernetes
•/data/docker
•/data/etcd
•/data/kubelet
•/data/kube-proxy
•/opt/app-agent
•Deletion of the original content from /etc/fstab
•Deletion of the original content from /etc/hosts
•Setting the value of “net.ipv4.ip_forward” to 0, which should use the default value of 1
(5)KCE service stability does not include the circumstance that the default parameter settings of Kubernetes clusters do not match your service expectation.
(6)Issues caused by open source software Kubernetes and Docker, or the open source part of the operating system kernel, etc.
(7)Any other improper actions you performed that affect the stable operation of the container clusters.
4.Miscellaneous
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 KCE. Your continued use of the service shall be deemed as your acceptance of the amended SLA.
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