Kingsoft Cloud Network Address Translation(NAT) Service Level Agreement

Last updated:2020-12-07 17:29:58

This Kingsoft Cloud International Website Network Address Translation(NAT) Service Level Agreement (“SLA”) applies to your purchase and use of the Kingsoft Cloud International Website NAT (“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 NAT instance service is deemed unavailable when all data packages of the service are discarded in the NAT.

Service Downtime: The total time of Service Unavailability of the NAT instance service within a Service Cycle, calculated by minutes. If the Service Unavailability is less than 5 minutes, it shall not be counted into Service Downtime.

Calculation of Service Availability: (Service Cycle in Minutes - Service Downtime) / Service Cycle in Minutes × 100%

Monthly Service Fee: It refers to the total service fee you pay for a single NAT instance in a calendar month.

2.Service Availability Guarantee

Service availability will be no less than 99.95%.

If the NAT service does not reach the above-mentioned availability guarantee, you may be compensated according to this agreement, and 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)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 the NAT 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 NAT products. The compensation will not exceed the Monthly Service Fee (excluding the deductible part by granting balance or vouchers) paid by you for this NAT 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 NAT 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 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 NAT. Your continued use of the service shall be deemed as your acceptance of the amended SLA.

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