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Database audit system - Service Level Agreement (SLA)

Database Audit System - Service Level Agreement (SLA)

The UCloud Global UDAS Service Agreement (hereinafter referred to as “this Agreement”) is a contract between UCloud Technology Co., Ltd. (hereinafter referred to as “the Company”) and the user (hereinafter referred to as “you”) on the UCloud Global UDAS Cloud Database Audit Service. You accept this Agreement by stamping, clicking confirm on the web page, or via other means, indicating that you reach an agreement with the Company and agree to accept all the provisions of this Agreement. In case of inconsistency between text with stamps and the terms of the service accepted by clicking confirm on the web page or other means, the text with stamps shall prevail. Before accepting this Agreement, please read its entire content. If you continue to use the UDAS service after reading, 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 UDAS service.

1. Persistence of Data Storage

  • 1.1 The persistence of UDAS cloud database audit data storage is 99.99%. If the service persistence does not meet the commitment, compensation will be made according to the service compensation terms.
  • 1.2 Definition of persistence of data storage: The probability of data remaining in storage without loss during the contract period. A persistence of 99.99% means that for every 1000000 bytes of user data per month during the contract period, the probability of not losing data is 99.99%, i.e., there may only be 100 bytes of data lost per month. Statistics cycle is by natural month, less than a month is counted as one month.
  • 1.3 This kind of data mainly refers to database audit data stored in the database, not including cache and temporary storage.

2. Data Destructibility

  • 2.1 When you request to delete data or before discarding/reselling devices, UCloud Global will thoroughly delete all user data through advanced zeroing operations that cannot be restored, and also carry out degaussing processing on scrapped hard drives.

3. Data Privacy

  • 3.1 UCloud Global adopts effective isolation methods to ensure that user data in the same resource pool is not visible to each other.
  • 3.2 Each UDAS database audit uses an independent MySQL database that other personnel cannot access. To ensure security, UDAS database audit can only be accessed via intranet, and network access is isolated by account.

4. Data Right to Know

  • 4.1 You can see the name of the data center where the cloud database audit is located in the product management center, and you can choose the data center you need. The Beijing BGP data center is located in Beijing City.
  • 4.2 All data centers should abide by the laws of the People’s Republic of China.
  • 4.3 Except for the need of regulatory auditing by government regulatory departments, without the consent of customers, user data cannot be provided to any third party, user data cannot be stored in overseas data centers or used for overseas business or data analysis. To ensure the security of your use of this service and to continuously improve the service quality, the Company will record and save relevant logs of your login and use of this service, which will only be used for sales and rewards and will not externally present user personal information.

5. Auditability of Business

  • 5.1 According to the requirements of 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 the operation logs of key components, operation records of operation and maintenance personnel.

6. Business Function

  • 6.1 UCloud Global The service functions provided by UDAS to users are as displayed on the console.ucloud-global.com website for cloud database audit services. For complete function introduction and operation instructions, please refer to the product manual and help instructions.
  • 6.2 UCloud Global will promptly notify you via SMS, email, or website, etc. if there is a change in service version or function, so that you can make corresponding adjustments in time.

7. Business Availability

  • 7.1 The Company promises to you that the service availability of UDAS cloud database audit is 99.0%. If the service availability does not meet the commitment, compensation will be made according to the service compensation terms. The prepaid method is to calculate the usage amount and pay monthly. Cloud distribution is billed based on traffic and bandwidth. The service fee is subject to the billing mode and standards published on the order page at the time of order placement.

  • 7.2 Service availability definition: The probability of cloud service business availability for user each month during the contract period, i.e., actual available time/month (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 recovers to normal, it is calculated on a monthly natural cycle, less than a month is counted as one month, calculated in minutes. 99.0% availability means the business available time for a single user’s cloud service should be at least 30 days*24 hours*60 minutes*99.0%=42768 minutes per month, i.e., there may only be a maximum downtime of 30 days*24 hours*60 minutes*100%-42768=432 minutes per month. The statistic unit for unavailability of cloud service business is a single cloud database audit, if the downtime reaches or exceeds 30 minutes, it is considered one downtime, and is included in downtime. Downtime less than 30 minutes is not counted as downtime.

8. Business Resource Allocation Capability

  • 8.1 The memory and disk of a single database audit can be upgraded and expanded, the memory unit is MB, ranges from 4096MB to 16384MB, the disk unit is GB, ranges from 300GB to 2000GB, for operation method please consult customer service;

9. Fault Recovery Capability

  • 9.1 Through fault monitoring, rapid positioning, rapid recovery, and notification, a series of fault control systems are in place to ensure the fault recovery capability of the cloud service.
  • 9.2 When the running environment where the database audit is located has a partial fault or resource warning, the user should be notified and recovered in time to avoid affecting normal use.
  • 9.3 When the running environment hosting the database audit fails, causing the cloud host to be unusable, data backup is used to migrate and resume business audit.
  • 9.4 The service provider commits that when the cloud service is unavailable due to statistic or billing logic, the statistics and billing can be temporarily taken offline prioritizing customer’s business; the system architecture design can support degradation, ensuring business operation.

10. Rights and Interests Guarantee Category

10.1 Service Change, Termination Clauses

If you need to stop using the cloud service, you must notify the Company at least 30 days in advance, the Company will return all your paid but unconsumed amounts. For users who do not notify in advance about discontinuing the use of cloud services and do not renew the fee in a timely manner, the Company will keep their data for 7 days.

The Company promises, when a certain service is no longer provided, a 30-day notice will be given on console.ucloud-global.com or notified via website notification or written notice for you to move the business. At that time the Company will return your paid, but unconsumed amounts.

10.2 User Restraint Clauses

  1. You have the right to enjoy the Internet technology and information services provided by UCloud Global, and have the right to get UCloud Global‘s technical support, consultation and other services during the period when UCloud Global provides services. The service content is detailed in UCloud Global‘s related product introduction.
  2. You ensure not to use technology or other means to damage and disrupt UCloud Global website and other customers’ websites.
  3. You ensure to respect UCloud Global and other third parties’ intellectual property rights and other legal rights, and ensure to protect UCloud Global, its employees, partners, etc. from being affected or suffering losses when an illegal event of infringing these rights occurs. If the infringement occurs, UCloud Global reserves the right to terminate the service to you and not refund any amounts.
  4. All losses caused by the incorrect contact method you provided to UCloud Global will be borne by you. These losses include but are not limited to the consequences and losses caused by your not receiving UCloud Global‘s related notifications in a timely manner.
  5. You ensure that you will comply with national, local laws and regulations, industry practices, and public morality when using UCloud Global service, and will not use UCloud Global‘s service for storing, publishing, and spreading information and content as follows: any content (information) that violates national laws, regulations, and policies; political propaganda and / or news information that violate national regulations; information regarding national secrets and / or security; feudal superstition and / or obscenity, pornography, low-level information or instructions for criminal activities; gambling, gambling games; information that violates national ethnic and religious policies; information that hinders the operation security of the Internet; information that infringes the legal rights and interests of others and / or other information or content that is detrimental to social order, social security, and public morals. You also promise not to facilitate others to publish information and content that does not comply with national regulations and/or the provisions of this Service Term Agreement, including but not limited to setting up URL, BANNER links, etc. You agree that UCloud Global has the right to terminate service to you and not refund any amounts when you violate the above agreement. If your above behaviors cause losses to UCloud Global, you should compensate for it.

10.3 UCloud Global Disclaimer Clauses

  1. If you suffer accidental losses due to improper operation, UCloud Global does not bear any responsibility.
  2. In any case, UCloud Global does not bear any form of responsibility for failure to provide service or delay in providing service due to force majeure and accidental events. For the purposes of this clause, force majeure and accidental events refer to information network normal equipment maintenance, information network connection failure, computer, communication, or other system failures, power failure, war, natural disasters, government actions, and all unforeseeable, unavoidable, and insurmountable natural and social phenomena.
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