UCloud AI Service Level Agreement (SLA)
Version 1.6
Last modified: 15 September 2026
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 AI |
>= 99% |
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, including in the Service Specific Terms for UCloud AI. 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 the inference endpoints through which Models are made available on UCloud AI.
“Downtime” means loss of the ability to submit a Prompt to the Covered Service, or failure of the Covered Service to return Model Output in response to a Prompt it has accepted.
“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 the Covered Service:
Monthly Uptime Percentage |
Percentage of monthly bill for UCloud AI which did not meet SLO that will be credited to future monthly bills of Customer |
|---|
85% – < 99% |
10% |
75% – < 85% |
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.
What Is Not Downtime
The following are not Downtime and do not count towards any Downtime Period:
(a) a refusal, withholding, filtering or modification of Model Output by a Model Safeguard or a Service Safeguard, which is the Covered Service operating as intended, as set out in the Service Specific Terms for UCloud AI;
(b) a change to a Model, to a Model version, or to the behaviour of Model Safeguards, including the withdrawal of a Model by its provider or the cessation of SDU eScience’s right to make a Model available;
(c) the content, accuracy, completeness or usefulness of Model Output, which is addressed in the Service Specific Terms for UCloud AI and is subject to no SLO; and
(d) latency in returning Model Output, where Model Output is returned.
For the avoidance of doubt, this SLA covers the availability of the Covered Service only. It is not a commitment as to which Models are available, as to what Model Safeguards will permit or prevent, or as to the quality of Model Output.
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 client log files showing failed requests to the Covered Service and the date and time those failures 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, including any attempt to circumvent, disable, degrade or defeat a Model Safeguard or a Service Safeguard; or (iv) that resulted from quotas applied by the system and/or listed in the UCloud services.