UCDN Service Level Agreement (SLA)

This UCDN Service Agreement (hereinafter referred to as “this Agreement”) entered into by Ucloud Technology Co., Ltd. (hereinafter referred to as “the Company”) and the user (hereinafter referred to as “You”) regarding UCloud Global UCDN cloud distribution services. By clicking to accept this Agreement via a webpage, stamping it, or choosing to accept it in any other way, you express your consent to all the content of this Agreement with the Company. If there is an inconsistency between the text signed by both parties and the service terms text accepted by clicking a webpage or choosing to accept in another way, the signed text shall prevail. Please read this Agreement thoroughly before accepting it. If you continue to use UCDN services after reading it, it indicates that you have accepted this Agreement and agree to be bound by its obligations; if you disagree with this Agreement, you can opt not to use UCDN services.

1. Data Informed Consent

1.1 You can see the UCDN usage flow and remaining flow information in the Product Management Center. UCDN provides maximum physical bandwidth up to 1Tb.

1.2 UCDN cloud distribution and acceleration network has data centers both domestically and abroad. Accelerated content is cached in these data centers and covers all provinces’ Telecom, Unicom, Education Network, Mobile, Tietong, Changkuan, and mainly covers various countries in North America (including the east and west coast), Europe, and Southeast Asia abroad.

1.3 All data centers should obey the law of the People’s Republic of China.

1.4 Without customer consent, user data cannot be provided to any third parties, except for the necessary supervisory audits from government regulatory authorities. User data cannot be stored in foreign data centers or used for foreign business or data analysis. To ensure the safety of your use of this service and continuously improve the quality of the service, the Company will record and keep a log of your login and usage behavior of this service. It will only be used as needed for sales and rewards and will not display user personal information data to the public.

2. Service Accountably

2.1 In accordance with national legal and regulatory requirements, to cooperate with government regulatory authorities for regulatory inspections, compliance, or forensic investigations etc., UCloud Global may provide them with your access log, operation records of maintenance staff from when you were using UCDN etc.

3. Service Function

3.1 The service function that UCloud Global UCDN provides to users is the cloud distribution service shown on the console.ucloud-global.com website, the complete function introduction and operation instructions refer to the product usage manual and help instructions.

3.2 If UCloud Global changes the version or function of the service, it will promptly notify you via SMS, email, or website etc., to enable you to make corresponding adjustments in time.

4. Service Availability

4.1 The Company pledges to you that the availability of UCDN cloud distribution services is 99.9%. If the service availability does not reach the pledge, it will be compensated according to the service compensation clause.

4.2 Service availability definition: Service availability is the probability of available cloud service business time for the user each month within the contract period, i.e., actual available time each month/(actual available time + unavailable time each month). The definition of unavailability time starts when the user is unable to use cloud services, until the services resume normal levels. Each natural month is the statistical period, less than a month is counted as a month, and it is counted in minutes. 99.9% availability indicates that the single user’s business available time should be at least 30 days * 24 hours * 60 minutes * 99.9%= 43156.8 minutes each month, i.e., up to 30 days * 24 hours * 60 minutes * 100%- 43156.8 = 43 minutes of unavailability each month. The cloud business service unavailability count unit is a single cloud memory storage instance. Each time the cloud business service unavailability reaches 1 minute or more, it is considered as unavailable and counted into the unavailability time. If the unavailability time is less than 1 minute, it is not counted into the unavailability time.

5. Business Resource Allocation Ability

5.1 When UCDN customer remaining flow is insufficient, the service will not interrupt, there will be a technical support email reminder, you can check the overused flow in the Product Center and make up for it through subsequent purchases.

5.2 For bandwidth resource expansion under 100Gb for a single UCDN customer, it can be completed within 5 minutes; bandwidth expansion over 100Gb requires coordination within 7 working days and notification to the customer manager in advance to ensure the CDN service is not affected.

6. Fault Recovery Ability

6.1 Ensure the fault recovery ability of cloud services through a series of fault control systems such as fault monitoring, rapid positioning, automated recovery, and alarms.

7. Cloud Distribution Service Ability

7.1 Domain names using UCDN speedup services must comply with the laws of the People’s Republic of China and complete relevant filings with the Ministry of Industry and Information Technology of the People’s Republic of China.

7.2 Domain name legality check: UCDN will regularly check the filing information of accelerated domain names and notify via email.

7.3 Accelerating ability: UCDN cache your content on the acceleration network, and dispatch users to access the nearest data center, accelerating the content download process by the users. The cached content will be consistent with the content you provided.

7.4 Increase speed domain name: You can add the domain name that needs to be accelerated on the product console at any time.

7.5 Content refresh: UCDN will delete the file and all files in the path from the acceleration network according to the provided URL.

7.6 Cache consistency: The cache content of all nodes in the acceleration network remain consistent, data will be eliminated according to access popularity, and will not be stored permanently.

7.7 Domain name resolution: You need to set up an alias for the domain name you plan to accelerate to UCDN provided domain name. UCDN can achieve acceleration, tuning, fault tolerance, and expansion purposes through domain name resolution configuration modification. Each domain name resolution change will take effect within 10 minutes.

8. Service Metering Accuracy

8.1 UCloud Global has an accurate metering and billing system. The billing method is according to prepaid flow packs, monthly flow, daily bandwidth peak, monthly bandwidth billing, and request times. Flow/bandwidth is billed according to downstream business flow/bandwidth. The specific billing method is based on the effective billing mode and standard announced on the billing page at the moment.

9. Rights Protection Category

9.1 Amendment, Termination Clause

1. If you need to stop using cloud services, you must notify the Company at least 30 days in advance. The Company will refund the amount you have paid but not consumed in full. For users who do not notify in advance to stop using cloud services and do not renew their fee in time, the Company will keep their data for 7 days.
2. The Company pledges that, if it no longer provides a certain service, it will announce on the console.ucloud-global.com 30 days in advance or notify you through website internal notifications or written notifications to transfer business. At that time, the Company will refund the amount you have paid but not consumed.

9.2 Service Compensation Clause

1. The Company pledges that, if availability does not reach the service level pledge, it will compensate the same duration as the loss time. The Company does not bear compensation responsibility for availability not reaching standard due to improper operation by yourself.

2. If the system is unable to operate normally due to the following situations and you are unable to use the services, the Company does not bear damage compensation responsibility. The situations include but are not limited to:

   (1) System downtime maintenance period announced on the website by the Company;

   (2) Telecommunication equipment failure hindering data transmission;

   (3) Situations where irresistible factors such as typhoons, earthquakes, tsunamis, floods, power outage, wars, terror attacks etc., cause system barriers for the Company unable to execute business;

   (4) Service interruption or delay caused due to reasons such as hacker attacks, telecom department technology adjustment or failure, website upgrade, and problems with banks etc.

9.3 User Restriction Clause

1. You are entitled to enjoy the Internet technology and information services provided by UCloud Global, and you are entitled to receive technical support, consultation, and other services from UCloud Global during the period of services from UCloud Global . The service content will be detailed in the UCloud Global product introduction.
2. You guarantee not to use technology or other means to disrupt and disturb the UCloud Global website and the websites of other UCloud Global customers.
3. You guarantee respect for the intellectual property and other legal rights of UCloud Global and other third parties and ensure to protect UCloud Global and its employees, partners etc., from impact or loss in the occurrence of infringement of such rights. Once an infringement occurs, UCloud Global reserves the right to terminate the services provided to you without returning any fee.
4. You shall bear all losses caused by providing incorrect contact information to UCloud Global, including but not limited to consequences and losses caused by your failure to receive relevant notifications from UCloud Global in time.
5. You guarantee that during using UCloud Global services, you will comply with national, local laws and regulations, industry practices and social public morals, and will not use UCloud Global services to store, publish, disseminate the following information and content: Any content (information) against national laws and regulations policies; political propaganda and/or news information against national provisions; information related to national secrets and/or security; feudal superstition and/or obscenity, pornography, vulgarity information or crime incitement information; lottery, gambling games; information that violates national ethnic and religious policies; information hindering Internet operation safety; information infringing others legal rights and interests and/or other information or content disrupting social order, social security, public morals. At the same time, you promise not to provide any convenience for others to publish above information content that is inconsistent with national provisions and/or agreement of this Service Terms, including but not limited to setting URL, BANNER links etc. You agree that UCloud Global has the right to terminate the services to you without refunding any fee when you violate the above agreement, and you shall compensate for the losses caused to UCloud Global by your above behavior.

9.4 UCloud Global Disclaimer Clause

1. If you cause accidental loss due to incorrect operations, UCloud Global does not bear any responsibility.
2. Regardless of circumstances, UCloud Global will not be responsible in any form for the inability to provide services or delay in provision of services caused by force majeure or accidental incidents. For the purpose of this clause, force majeure and accidental events refer to normal equipment maintenance of the information network, information network connectivity failure, computer, communication or other system failure, power failure, war, natural disasters, government actions and all irrefutable, unavoidable, unovercomeable natural, social phenomena objective conditions that are cannot be foreseen.
3. If the domain name you submit for acceleration causes accidental losses due to lack of independent filing or expired filing, UCloud Global will not bear any responsibility.