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Legal
Service Level Agreement（SLA）
Kingsoft Cloud Elastic Block Storage (EBS) Service Level Agreement
Last updated：2020-11-26 18:37:27
This Kingsoft Cloud International Website Elastic Block Storage（EBS） Service Level Agreement (“SLA”) applies to your purchase and use of the Kingsoft Cloud International Website EBS (“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.
Monthly Service Cycle in Minutes for Single EBS Instance: Calculated on the basis of the total number of days in a Service Cycle of single EBS instance× 24 (hours) × 60 (minutes).
Service Unavailability: Single EBS instance service is deemed unavailable in one minute when single EBS instance is unavailable continuously in one minute for the reason of Kingsoft Cloud. The time of unavailability less thanone minute will not be counted into the unavailability time.
Service Downtime in Minutes: The time of Service Unavailability of single EBS instance service within a Service Cycle, calculated by minutes.
Monthly Service Fee: It refers to the total service fee you pay for single EBS instance in a service cycle (a calendar month) under Kingsoft Cloud account. If a single payment includes service fees for several months, the Monthly Service Fee is calculated in shares according to the months purchased.
2. Service Availability
2.1Calculation of Service Availability
The availability is counted as per the service cycle, and one service cycle is a calendar month. The business unit of EBS service statistics is a single EBS instance, which is calculated according to the following formula:
Service Availability = (Service Cycle in Minutes - Service Downtime in Minutes)/Service Cycle in Minutes×100%
2.2 Service Availability Guarantee
Kingsoft Cloud EBS service promises the service availability in each service cycle is no less than 99.95%.
If the EBS service does not reach the above-mentioned availability guarantee, you may request to be compensated.
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 reasonable upgrade, change, downtime, cutovers, maintenance 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 of the customer;
(4)Loss or leakage of data, passwords, codes, and so on due to improper maintenance or confidentiality by the customer;
(5)Negligence of the customer or operation authorized by the customer;
(6)Customer's failure to observe the product usage documentation or usage suggestions of Kingsoft Cloud, for example, the unavailability caused by operations performed by the customer on EBS instance via the console or API, including the capacity expansion, mounting, offloading, etc.;
(7)Errors caused by the software installed by customers or other third-party software or configuration not directly operated by Kingsoft Cloud;
(8)Force majeure or accident;
(9) Or other service unavailability not caused by Kingsoft Cloud.
3.Compensation Plan
| Monthly service availability | Compensation voucher amount |
|---|---|
| Lower than 99.95%, but equal to or higher than 99% | 10% of the Monthly Service Fee |
| Lower than 99%, but equal to or higher than 95% | 25% of the Monthly Service Fee |
| Lower than 95% | 100% of the Monthly Service Fee |
Kingsoft Cloud compensates by granting balance or vouchers, the granted balance or vouchers are used only to purchase EBS products. The compensation will not exceed the Monthly Service Fee (excluding the deductible part by granting balance or vouchers) paid by you for this EBS 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 EBS 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 you do not agree with the modifications that Kingsoft Cloud made to SLA, you have rights to abandon the use of EBS. Your continued use of the service shall be deemed as your acceptance of the amended SLA.
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