Service Level Agreement (SLA) for Elastic IP Address (EIP) in Public Network
The Service Level Agreement for EIP in the public network (hereinafter referred to as “this agreement”) specifies the general service level indices and service considerations for UCloud Global providing EIP services to customers. This agreement is a supplement to the “UCloud Global User Agreement” and the “Cloud Service Legal Statement and Privacy Terms”. You accept this agreement by affixing your seal, clicking confirmation on a web page, or other ways (such as clicking to agree to use the “UCloud Global User Agreement”), indicating that you have reached an agreement with UCloud Global and agree to accept all the provisions of this agreement. If there are inconsistencies between the text of the agreement stamped by both parties and the text of the agreement accepted by clicking on the web page or by other ways, the text stamped by both parties shall prevail. Before accepting this agreement, please read all the contents of this agreement carefully. After reading, if you continue to use the EIP service, it means that you accept this agreement and agree to be bound by it; if you do not agree with this agreement, you can choose not to use the EIP service.
1. Data can be Destroyed
1.1 When you request to delete data or before disposing or reselling equipment, UCloud Global will completely delete all user data through advanced zeroing operations and cannot be restored, and destroy relevant historical data.
1.2 The scenario where user data is completely deleted does not include that UCloud Global reserves user data for 7 days for users who have not renewed their fees in time, to prevent important information from being deleted due to various reasons that prevent users from renewing their fees in time.
2. Data Confidentiality
2.1 UCloud Global has adopted effective isolation methods to ensure that user data is not visible to each other in the same resource pool.
2.2 EIP is isolated according to the account, and the data of different users is ensured not to be visible to each other, and cannot be accessed by bypassing the external network, through network isolation technology.
2.3 Without user authorization, UCloud Global promises not to view user EIP communication data, etc. However, UCloud Global has the right to monitor users’ EIP operation data from the outside, including throughput, number of connections, etc. For the convenience of operation and maintenance and problem diagnosis, UCloud Global reserves the right to view EIP user operation records.
2.4 Under the circumstance of no user authorization or government agency request, UCloud Global will not view user data. Relevant operations by operation and maintenance staff will be recorded in detail, and logs will be retained for inquiry.
3. Right to Know about Data
3.1 You can see the name of the data center where EIP is located in the Product Management Center, and you can choose the data center you need.
3.2 All data centers should abide by local laws and the laws of the People’s Republic of China.
3.3 Without the consent of the customer, user data cannot be illegally provided to any third party, except for the need for supervisory auditing by government regulatory departments or to cooperate with security evidence investigation. In order to ensure your safety in using this service and the need for UCloud Global to continuously improve service quality, UCloud Global will record and save your login and use of this service’s relevant behavior logs and will not present user personal information data to the outside.
4. Business Auditability
4.1 In accordance with the requirements of national laws and regulations, to cooperate with the supervision and audit of government regulatory departments, compliance or forensic investigations, etc., UCloud Global can provide relevant information about your business running on cloud services, such as operation logs of key components, operation records of operation and maintenance staff.
5. Business Function
5.1 The service function of UCloud Global EIP for users is the EIP service shown on the console.ucloud-global.com website. For a complete function introduction and operation instructions, see the product use manual and help instructions.
5.2 If UCloud Global changes the version or function of the service, it will notify you in time by SMS, email or website, so that you can make corresponding adjustments in time.
6. Business Availability
6.1 UCloud Global promises you that the service availability of EIP is 99.95%. If the service availability does not reach the promise, compensation will be made according to the service compensation clause.
6.2 Service availability definition: During the contract period, the probability of the monthly available time of user cloud services, that is, the actual available time each month / (actual available time + unavailable time each month). The definition of unavailable time is from when the user cannot use the cloud service until the cloud service resumes normal conditions, with a natural month as the statistical cycle, less than one-month count as one month, and in minutes. An availability of 99.95% means that the available time of a single user’s monthly cloud service business should be at least 30 days * 24 hours * 60 minutes * 99.95% = 43178.4 minutes, that is, there is a maximum of 30 days * 24 hours * 60 minutes * 100% - 43178.4 = 21.6 minutes of unavailable time per month. The statistical unit for the unavailability of cloud services is a single EIP. If the unavailability of cloud services reaches more than 1 minute, it is considered as one unavailability and is included in the unavailable time. If the unavailable time is less than 1 minute, it is not counted as unavailable time.
7. Fault Recovery Capability
7.1 By series of fault management systems such as fault monitoring, fast positioning, automation recovery, and notification, the fault recovery capability of cloud services is guaranteed.
8. UCloud Global Disclaimer
For the following reasons causing service unavailability, UCloud Global assumes no responsibility:
8.1 UCloud Global needs to interrupt the service for a short time when upgrading and maintaining the service;
8.2 The speed of accessing your website is slowed down due to the obstruction of internet routes.
8.3 If due to reasons of UCloud Global, you cannot use the service normally for a continuous 72 hours, you can terminate the service, but it does not include causes beyond UCloud Global‘s control.
8.4 In any case, UCloud Global is not responsible for any indirect, consequential, punitive, accidental, special damages, including profit losses incurred by your use of the UCloud Global service (even if you have been informed of the possibility of such losses).
8.5 Regardless of circumstances, UCloud Global does not undertake any form of responsibility for the inability to provide services or delay in providing service caused by force majeure or accidents. For the purposes of this clause, force majeure and accidents refer to all unforeseeable, unavoidable, and insurmountable objective conditions and social phenomena such as normal equipment maintenance of the information network, failure of the information network connection, failures of computers, communication or other systems, technical adjustments by the telecommunications department, power failure, wars, acts of nature, government actions, etc.