Cloud Database UDB Service Level Agreement (SLA)
Please note that this Service Level Agreement is only applicable to the high-availability version of Cloud Database. It is not applicable to the standard version of Cloud Database.
This UDB Service Level Agreement (hereinafter referred to as “this Agreement”) of UCloud Global stipulates the general service level indicators and service notes for UCloud Global to provide UCloud Global UDB Cloud Database services to customers. This Agreement supplements the “UCloud Global User Agreement” and the “Cloud Service Legal Statement and Privacy Terms”. By stamping, clicking to confirm on the web page, or by other means (such as clicking to confirm to use the “UCloud Global User Agreement”), you agree to and accept all the provisions of this Agreement. If there are inconsistencies between the stamped text and the text of the service terms selected by clicking to confirm on the web page or other means, the text with the stamp shall prevail. Before accepting this Agreement, please carefully read its entire content. After reading, if you continue to use UDB services, 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 UDB services.
1. Persistence of Data Storage
1.1 The persistence of UDB Cloud Database data storage: the data persistence of SSD Cloud Disk and RSSD Cloud Disk is 99.999999%.
1.2 Definition of Data Storage Persistence: The probability of data remaining in storage without loss during the contract period. A persistence of 99.999999% means that for each user’s 100,000,000-byte data per month during the contract period, the probability of not losing data is 99.999999%, that is, only 1 byte of data may be lost each month. The statistics period is a calendar month, and any part of a month is counted as a month.
1.3 This type of data mainly refers to the data stored in the database by the user, excluding cache and temporary storage.
2. Data Destructibility
2.1 When you request to delete data or before the equipment is abandoned or resold, UCloud Global will irreversibly delete all user data through advanced zeroing operations and demagnetize the scrapped hard drives.
2.2 The scenario of complete deletion of user data does not include the situation where UCloud Global retains data for users who have not renewed their fees in time for 7 days with the consent of UCloud Global, to prevent important data from being deleted due to the user’s inability to renew fees in time.
3. Data Portability
3.1 The company promises that users can control the migration of data in the cloud database to ensure that data can be migrated in and out when the cloud service is enabled or discarded. 3.2 The company provides corresponding tools and technical means during the user’s migration in and out, maintaining the greatest compatibility with the user’s existing data format. Please refer to the help instructions for specific import and export operation steps. 3.3 Supported format: Standard sql files exported using the MySQL backup tool mysqldump.
4. Data Privacy
4.1 UCloud Global has adopted effective isolation methods to ensure that user data is not visible in the same resource pool.
4.2 Each UDB instance uses an independent database instance, and the corresponding storage resources are isolated according to the corresponding instances, and other instances cannot access. At the same time, to better ensure security, UDB instances can only be accessed via the internal network, and network access is isolated by account.
5. Data Right to Know
5.1 You can see the name of the region and available area where the cloud database is located on the product console, and you can choose the region and available area you need. For example: North China One Available Zone B is located in Beijing.
5.2 The data of the cloud database will have two copies in the data center where the cloud database instance is located, and there will be no cold backup and no backup in other data centers.
5.3 All data centers should comply with local laws and the laws of the People’s Republic of China.
5.4 Except for the need for regulatory audits by government regulatory agencies or to cooperate with security forensic investigations, without the customer’s consent, user data cannot be illegally provided to any third party. In order to ensure the security of your use of this service and continuously improve the quality of service, the company will record and keep logs of your login and use of this service, and will not present personal information data to the outside.
6. Business Audibility
6.1 In accordance with the requirements of national laws and regulations, to cooperate with the regulatory review of government regulatory agencies, compliance, or forensic investigations, etc., the company can provide relevant information about your business running on cloud services, such as the running logs of key components and the operation records of operation and maintenance personnel.
7. Business Function
7.1 The service functions provided by UCloud Global UDB to users are the cloud database services displayed on the console.ucloud-global.com website. For a complete introduction and operation instructions, please refer to the product user manual and help instructions.
7.2 UCloud Global If you change the version or function of the service, you will be notified in time by SMS, email, or website, so that you can make corresponding adjustments in time.
8. Business Availability
8.1 The company promises to you that the service availability of UDB Cloud Database is 99.95%. If the service availability does not meet the promise, compensation will be made in accordance with the service compensation clause.
8.2 Definition of service availability: the probability of the usable time of the cloud service business every month during the contract period, that is, the actual available time per month / (actual available time + unavailable time). The definition of unavailable time is from the time when the user cannot use the cloud service until the cloud service is restored to normal. The statistical cycle is based on the calendar month, if less than a month, it is counted as a month, and it is calculated in minutes. Availability of 99.95% indicates that the single user’s each month cloud service business available time should be at least 30 days*24 hours*60 minutes*99.95%= 43178.4 minutes, that is, there is at most 30 days*24 hours*60 minutes*100%- 43178.4=21.6 minutes of unavailable time each month. The statistical unit of the unavailability of cloud services is a single cloud database instance. If the unavailability time of the cloud service business is more than 1 minute, it is considered as one unavailability and is included in the unavailability time. If the unavailability time is less than 1 minute, it is not counted in the unavailability time.
9. Business Resource Allocation Ability
9.1 The memory and disk of a single database can be upgraded and expanded, with the memory unit in GB and the disk unit in GB. Please see the order page for specific resource range and charges;
9.2 The number of database instances can be expanded and reduced, and the unit is the number of instances. It can complete a 20% expansion of total resources within 24 hours and 100% expansion of total resources within 2 days. Each time can expand up to 100% capacity, with no minimum limit.
10. Fault Recovery Ability
10.1 Through a series of fault control systems such as fault monitoring, quick positioning, automated recovery, and instructions, the fault recovery ability of the cloud service is ensured. The methods of fault recovery include: master-slave instances, instance automatic recovery, online migration, shutdown migration, and downgrade recovery.
10.2 The database supports the master-slave instance function, and users can quickly recover in the event of a single instance fault by applying for a slave.
10.3 The database supports automatic backup mechanism, completing one full backup every day, and can perform data recovery from the backup point after force majeure and accidents.
10.4 When partial faults or resource warnings occur in the running environment where the database instance is located, the user should be informed to perform online migration to avoid affecting the user’s business.
10.5 When a fault occurs in the running environment where the database instance is located, resulting in the inability to use the cloud host, migration is performed through data backup to restore user business.
10.6 The service provider promises that when statistics or billing logic causes the cloud service to be unavailable, the statistics and billing can be temporarily taken offline to give priority to customer business. The system architecture design can support downgrade to ensure business operation.
11. Service Measurement Accuracy
11.1 UCloud Global has an accurate metering and billing system. The specific billing standards for UDB are based on the valid billing mode and price announced by the UCloud Global official website.
12. UCloud Global Disclaimer
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12.1 Caused by system maintenance after UCloud Global notifies customers in advance, including cutover, repair, upgrade, and simulated fault drills;
12.2 Caused by network or equipment failure or configuration adjustment outside of UCloud Global‘s own equipment;
12.3 Caused by a hacker attack on the customer’s application;
12.4 The time consumed during the log replay (i.e., redo or recovery) operation of the UCloud Global UDB instance;
12.5 Caused by improper maintenance by the customer or improper confidentiality leading to the loss or leakage of data, passwords, etc.;
12.6 Caused by negligence of the customer or by operations authorized by the customer;
12.7 Caused by the customer’s failure to follow UCloud Global‘s product usage documentation or usage recommendations;
12.8 Caused by the customer’s violation of the “UCloud Global User Agreement” that leads to the suspension or termination of the service, including service suspension or release caused by arrears of the cloud database, etc.;
12.9 Caused by other force majeure factors. Force majeure and accidents refer to all unforeseeable, unavoidable, and insurmountable natural and social phenomena and objective conditions caused by normal equipment maintenance of information networks, connection failure of information networks, computer, communication or other system failures, power failures, war, natural disasters, government actions, etc.