DDoS Defense-Cleaning Service Level Agreement (SLA)
The DDoS Defense-Cleaning Service (hereinafter referred to as UClean) Level Agreement (hereinafter referred to as “this agreement”) stipulates the general service level indicators and service precautions that UCloud Global provides to customers. The UClean service provided by UCloud Global refers to the free cleaning service provided by UCloud Global for you and the cleaning upgrade service. It is specifically based on your purchased services and the services provided by UCloud Global. This agreement supplements the “UCloud Global User Agreement” and “Legal Statement and Privacy Terms of Cloud Services”. You accept this agreement by affixing a seal, confirming on the web page, or in other ways (such as clicking to confirm and agree to use the “UCloud Global User Agreement”), which means you have reached an agreement with UCloud Global and agree to accept all the terms of this agreement. In case of any inconsistency between the text endorsed by the two parties and the terms of this agreement accepted by the web page click or other methods, the text endorsed by both parties shall prevail. Please read all the contents of this agreement carefully before accepting this agreement. After reading, if you continue to use UClean service, it indicates that you accept this agreement and agree to be bound by it. If you disagree with this agreement, you can choose not to use UClean service.
1. Data Destruction
1.1 Upon your request to delete data or before the equipment is abandoned or resold, UCloud Global will thoroughly delete all user data through advanced zeroing operations and cannot be recovered, and destroy relevant historical data.
1.2 The scenario where user data is completely deleted does not include keeping user data for 7 days with UCloud Global‘s consent, for users who have not renewed their fee in time, to prevent important information from being deleted due to certain reasons.
2. Data Privacy
2.1 UCloud Global uses effective isolation methods to ensure that user data in the same resource pool is not visible to each other.
2.2 UClean isolates based on the account, using network isolation technology to ensure that data between different users is invisible.
2.3 In order to facilitate operation and maintenance and problem troubleshooting, UCloud Global reserves the right to view UClean user operation records.
2.4 Without user authorization or government agency requirements, UCloud Global will not view user data. The operations of operation and maintenance personnel will be recorded in detail, and logs will be kept for future reference.
3. Data Informed Rights
3.1 You can see the name of the available area where UClean is located in the product control panel, and you can choose the available area you need.
3.2 All data centers must comply with local laws and the laws of the People’s Republic of China.
3.3 Except for the needs of government regulatory audits or to cooperate with security forensics investigations, without customer consent, user data cannot be illegally provided to any third party. In order to ensure the security of your use of this service and UCloud Global‘s need to continuously improve the quality of service, UCloud Global will record and save related behavioral logs of your login and use of this service, and will not present user personal information data.
4. Business Auditability
4.1 According to the requirements of national laws and regulations, to cooperate with the supervision and review of government regulatory departments, compliance or forensic investigations, etc., UCloud Global can provide relevant information about your business running on cloud services, such as the operation logs of key components and the operation records of operation and maintenance personnel.
5. Business Functions
5.1 The service function UCloud Global UClean provides to users is the service displayed on the console.ucloud-global.com website, and the complete function introduction and operation instructions can be seen in the product user manual and help description.
5.2 If UCloud Global replaces the version or function of the service, it will promptly notify you through SMS, email or website, etc., so that you can make corresponding adjustments in time.
6. Business Availability
6.1 UCloud Global promises you that the service availability of UClean is 99.95%. If the service availability does not reach the promise, it will be compensated according to the service compensation clause.
6.2 Service availability definition: The probability of user’s cloud service business available time every month during the contract period, that is, actual available time / monthly (actual available time + unavailable time). The definition of unavailable time is from the time when the user cannot use the cloud service to the time when the cloud service returns to normal, with a natural month as the statistical period. If it is less than a month, it will be calculated as a month, and the unit is minutes. An availability of 99.95% means that each user’s monthly cloud service business available time should be at least 30 days *24 hours *60 minutes *99.95%= 4318.4 minutes, that is, there is a maximum of 30 days *24 hours *60 minutes *100%- 431875.4=21.6 minutes of unavailable time per month. The statistical unit for the unavailability of cloud services is a single EIP. If the unavailable time of the cloud service business is more than 1 minute, it is counted as unavailable and included in the unavailable time. The unavailable time is not included if the unavailable time is less than 1 minute. If you are using the free version of UClean service, no additional compensation will be made. If you are using the paid version of UClean service, additional compensation will be made according to the service compensation standards.
7. Fault Recovery Ability
7.1 Through a series of fault control systems such as fault monitoring, rapid positioning, automated recovery, and notifications, it ensures the fault recovery capacity of cloud services.
8. UCloud Global‘s Disclaimer
UCloud Global does not assume any responsibility for the unavailability of the service due to the following reasons:
8.1 Caused by you or your end users posing a security threat or fraudulent or illegal behavior to the services provided by UCloud Global;
8.2 Caused by your or any third party (not directly controlled by UCloud Global) equipment, software or technology;
8.3 Caused by traffic attack exceeding the specification of your purchased DDoS defense service resulting in IP black hole;
8.4 Caused by various problems at the backend of UClean service business (such as EIP bandwidth running out, etc.);
8.5 Service suspension or termination caused by the customer violating the “UCloud Global User Agreement”, including service suspension due to arrears causing object storage, etc.;
8.6 Service unavailability or non-standard service caused by your violation of any UCloud Global product terms.
8.7 Caused by system maintenance notified to customers in advance by UCloud Global, including cut-over, repair, upgrade and fault simulation drilling;
8.8 Caused by network, device failure or configuration adjustment outside of UCloud Global‘s device;
8.9 Caused by the customer’s application being hacked;
8.10 Caused by customer’s negligence or unauthorized operations leading to loss or leakage of data, passwords, etc;
8.11 Caused by customer’s negligence or authorized operations;
8.12 Other caused by force majeure factors. Force majeure and accidental events refer to the inability to predict, unavoidable, or overcome the natural and social phenomena of objective conditions due to normal equipment maintenance of information networks, connection failures of information networks, computer, communication or other system failures, power failures, wars, natural disasters, government actions, etc.
8.13 In any case, UCloud Global is not liable for any indirect, consequential, punitive, incidental, special damage, including profit loss suffered by you using UCloud Global‘s service (even if you have been informed of the possibility of such loss).