UCloud Storage 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 Storage |
>= 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:
“Back-off Requirements” means, when an error occurs, the Application is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
“Covered Service” means UCloud Storage.
“Error Rate” means the number of Valid Requests that result in a response with HTTP Status 500 and Code “Internal Error” divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
“Financial Credit” means the following for UCloud Storage:
Monthly Uptime Percentage |
Percentage of monthly bill for UCloud Storage 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 100%, minus the average of Error Rates measured over each five minute period during a monthly billing cycle.
“Valid Requests” are requests that conform to the Documentation, and that would normally result in a non-error response.
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. Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by SDU eScience to Customer in a single billing month will not exceed 50% of the amount due by Customer for the applicable 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.