UCloud Compute Service Level Agreement (SLA)
Version 1.5
Last modified: 30 May 2020
During the Term of the agreement under which SDU eScience has agreed to provide its services to Customer (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the “Service Level Objective” or “SLO”):
Covered Service |
Monthly Uptime Percentage |
|---|
UCloud Compute |
>= 85% |
If SDU eScience does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by SDU eScience to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement authorizes the resale or supply of SDU eScience services under a partnership or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.
Definitions
The following definitions apply to the SLA:
“Covered Service” means Instances created via the UCloud system.
“Downtime” means loss of connectivity to Instances created on UCloud.
“Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
“Financial Credit” means the following for Instances on UCloud:
Monthly Uptime Percentage |
Percentage of monthly bill for UCloud Compute which did not meet SLO that will be credited to future monthly bills of Customer |
|---|
80% – < 85% |
10% |
75% – < 80% |
25% |
< 75% |
50% |
“Monthly Uptime Percentage” means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer must notify SDU eScience technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide SDU eScience with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, SDU eScience will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which SDU eScience will make available for auditing by Customer at Customer’s request.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by SDU eScience to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
SLA Exclusions
The SLA does not apply to any: (a) features designated pre-general availability (unless otherwise set forth in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of SDU eScience’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the UCloud services.