Service Level Agreement (SLA) for Distributed NewSQL Database TiDB

The UCloud Global TiDB Service Level Agreement (hereinafter referred to as “this Agreement”) specifies the general service level indicators and service precautions for UCloud Technology Co., Ltd. (hereinafter referred to as “UCloud Global”) to provide UCloud Global TiDB cloud database service to customers. This Agreement is a supplement to the “UCloud Global User Agreement” and “Cloud Service Legal Statement and Privacy Terms”. Your acceptance of this Agreement by way of stamping, clicking the confirmation on the network page, or otherwise (such as clicking the confirmation to agree to use the “UCloud Global User Agreement”) means that you have reached an Agreement with our company and agree to accept all the agreed contents of this Agreement. In case of inconsistency between the stamped text and the text of the service terms accepted by clicking the confirmation on the network page or in other ways, the stamped text shall prevail. Before accepting this Agreement, please read all the contents of this Agreement carefully. If you continue to use the TiDB service after reading it, it means that you accept this Agreement and agree to be bound by it; if you disagree with this Agreement, you can choose not to use the TiDB service.

1. Persistence of Data Storage

1.1 The persistence of TiDB cloud database data storage is 99.9999999%.

1.2 Definition of persistence of data storage: The probability that data remains stored without loss during the contract period. A persistence of 99.9999999% means that the probability of not losing data per month during the contract period for users with 1,000,000,000 bytes of data per month is 99.9999999%, i.e., there’s only a possibility of losing 1 byte of data per month. The data is mainly the user data stored in the database, excluding caches and temporary storage.

2. Data Privacy

2.1 UCloud Global has adopted effective isolation methods to ensure that user data in the same resource pool is invisible to each other.

2.2 Each TiDB instance is an independent database instance, and the corresponding storage resources are isolated according to the respective instance, and cannot be accessed by other instances. In order to ensure better security, TiDB instances can only be accessed via the intranet, and network accesses are isolated by accounts.

3. Notice right of Data

3.1 You can see the region name where the cloud database is located on the product console, and you can choose the region you need. For example: Huabei 1 is located in Beijing.

3.2 All data centers should comply with local laws and the laws of the People’s Republic of China.

3.3 Except for the need of supervision and audit by government regulatory departments, or cooperation in security forensics investigation, without the consent of the customer, user data cannot be provided illegally to any third party. In order to ensure the security of your use of this service and the need for continuous improvement of service quality, our company will record and save your login and usage log of this service, and will not present user personal information data.

4. Business Auditability

4.1 In accordance with national laws and regulations, to cooperate with the supervision and audit of government regulatory departments, compliance or forensic investigation, etc., the company can provide relevant information of your business running on cloud services, such as operation logs of key components, operation records of operation and maintenance personnel.

5. Service Availability

5.1 Our company promises to you that the service availability of the TiDB cloud database is 99.95%. If the service availability does not reach the promise, compensation will be made according to the service compensation terms.

5.2 Definition of Service Availability: The probability of the cloud service business being available to users every month during the contract period, i.e., actual available time per month / (actual available time + unavailable time) per month.

5.3 Compensation Base Amount (unit: yuan/minute): This product consumption amount

All hourly order amounts generated during the time range (minute level) when the fault occurs. Where, for orders that do not satisfy 1 hour, the calculation is based on “fault duration within that order range / 60 * order amount”; for orders that satisfy 1 hour, they are directly added together. The final total is the consumption amount.

5.4 Maximum Compensation Amount (yuan): Consumption of the above resources for one month (if not a full month, the cumulative consumption is the upper limit)

5.5 Calculation method of fault duration: For client-side exceptions caused by server-side reasons that affect business unavailability (such as request errors or no response), it is regarded as a fault (based on server-side monitoring data and background checks).

6. Disclaimers by UCloud Global

UCloud Global is not responsible for service unavailability caused by the following reasons:

6.1 System maintenance caused by UCloud Global notifying customers in advance, including cutovers, repairs, upgrades, and simulated fault drills;

6.2 Failure or configuration adjustments of any network or equipment outside of UCloud Global;

6.3 Inherent defects confirmed by the official TiDB;

6.4 Caused by hacker attacks;

6.5 Caused by client side, such as not using in the way recommended by the official TiDB, or network connection problems causing requests not to arrive;

6.6 Loss or leakage of data, passwords, etc. caused by improper maintenance or confidentiality by the customer;

6.7 Caused by customer’s negligence or operations authorized by the customer;

6.8 Service suspension or termination caused by the customer violating the “UCloud Global User Agreement”, including service suspension or release due to arrears.

6.9 Caused by other force majeure factors. Force majeure and accidents refer to all unforeseeable, unavoidable, and insurmountable natural and social events such as the normal maintenance of information networks, faults in information network connections, computer, communication or other system failures, power failures, wars, disasters, government actions, etc.