UDisk Cloud Disk Service Level Agreement (SLA)
The UCloud Global UDisk Service Level Agreement (hereinafter referred to as “this Agreement”) specifies the general service level indicators and cautionary notes for UCloud Global to provide customers with UCloud Global UDisk cloud disk services. This agreement supplements the “UCloud Global User Agreement” and the “Cloud Service Legal Statement and Privacy Terms”. Your acceptance of this agreement by stamping, clicking to confirm on the web page, or by other means (such as clicking to confirm the agreement of the “UCloud Global User Agreement”), indicates that you have reached an agreement with our company and agreed to accept all the agreed contents of this agreement. If there are inconsistencies between the stamped text of both parties and the text of the service terms accepted by clicking to confirm on the web page or by other means, the stamped text of both parties shall prevail. Please read the entire content of this agreement carefully before accepting this agreement. If you continue to use the UDisk service after reading it, it indicates 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 UDisk service.
1. Data Storage Persistence
1.1 The persistence of UDisk cloud disk data storage: the data persistence of ordinary cloud disks is 99.99999%, and the data persistence of SSD cloud disks and RSSD cloud disks is 99.999999%.
1.2 Definition of data storage persistence: The probability that data remains stored and not lost during the contract period. Persistence of 99.999999% means that the probability of not losing data every month during the contract period for users with 100000000 bytes of data every month is 99.999999%, that is, there is only a possibility of 1 byte of data loss every month. Calculated by the natural month as the statistical cycle, if less than a month, it is calculated as a month.
2. Data Destructibility
2.1 Before you request to delete data or before the device is discarded or resold, UCloud Global will thoroughly delete all user data through advanced zeroing operations and cannot be recovered, and will demagnetize scrapped hard disks.
2.2 The scenario of completely deleting user data does not include the situation where UCloud Global, with its consent, retains the data of users who have not renewed their subscription in time for 7 days to prevent important data from being deleted due to certain reasons that users cannot renew their subscription in time.
3. Data Portability
3.1 The company promises that users can control the migration of data in the cloud disk, ensuring that data can be migrated in and out when enabling or abandoning this cloud service.
3.2 The company provides corresponding tools and technical means when users migrate in and out, and maintains the maximum compatibility with the existing data format of users. For specific import and export operation steps, please refer to the help instructions.
4. Data Confidentiality
4.1 UCloud Global has adopted effective isolation methods to ensure that user data in the same resource pool is not visible to each other.
4.2 Cloud disks are isolated according to accounts, and different users’ disks and data are not visible to each other through network isolation technology and cannot be accessed through the internal network.
4.3 Without the authorization of the user, UCloud Global promises not to view the data on the user’s cloud disk, etc. However, UCloud Global has the right to monitor the operation data of the user’s cloud disk from the outside, including throughput, IOPS, etc. For the convenience of operation and maintenance and problem troubleshooting, UCloud Global reserves the right to view the operation record of cloud disk users.
4.4 Without user authorization or government agency requirements, UCloud Global will not view user data. The operations of operation and maintenance personnel will be detailed and there will be logs for query.
5. Data Right to Know
5.1 You can go to the Product Management Center console to the data center availability zone name where the cloud disk is located, and you can choose the data center availability zone you need. The physical location of the data center refers to the website data center description page, for example, North China 1 availability zone B is located in Beijing.
5.2 The data of the cloud disk will have three copies in the data center where the cloud disk is located, and it is hot backup.
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 needs of government regulatory audit or cooperating with security forensics investigations, without the consent of customers, user data cannot be illegally provided to any third party. In order to ensure the security of your use of this service and the need to continuously improve the service quality, the company will record and store your log of login and use of this service, and will not present user personal information data to the outside.
6. Service Auditability
6.1 In accordance with national laws and regulations, in order to cooperate with the regulatory review of government regulatory departments, compliance or forensic investigation, etc., the company can provide relevant information about your business running on cloud services, such as the operation logs of key components, the operation records of operation and maintenance personnel.
7. Business Functions
7.1 The service functions provided by UCloud Global UDisk to users are the cloud disk services displayed on the console.ucloud-global.com website. For a full introduction and operation instructions, please refer to the product manual and help instructions.
7.2 If UCloud Global changes the version or function of the service, it will notify you in time by SMS, email or website, so that you can make corresponding adjustments in time.
8. Service Availability
8.1 The company promises you that the service availability of UDisk cloud disk is 99.95%. If the service availability does not reach the commitment, it will be compensated according to the service compensation clause.
8.2 Definition of service availability: the probability of the available time of the cloud service business of the user every month during the contract period, which is the actual available time / every month (actual available time + unavailable time) every month. The definition of unavailable time is from the time when the user cannot use the cloud service to the end of the normal level recovery of the cloud service, taking the natural month as the statistical cycle, less than a month is calculated as a month, and is calculated in minutes. The availability of 99.95% means that for a single user, the available time of the cloud service business each month should be at least 30 days* 24 hours* 60 minutes* 99.95% = 43178.4 minutes, that is, there is a maximum unavailable time of 30 days* 24 hours* 60 minutes* 100% - 431875.4=21.6 minutes per month. The statistical unit of unavailability of cloud service business is a single cloud disk instance. If the unavailability of the cloud service business is more than 1 minute, it is counted as one unavailability and is counted in the unavailable time. If the unavailable time is less than 1 minute, it is not counted in the unavailable time.
9. Business Resource Deployment Capability
9.1 UDisk instances support online upgrade and expansion, in GB units. For specific resource ranges and pricing, please refer to the order page display.
10. Fault Recovery Ability
10.1 Through a series of fault control systems, such as fault monitoring, quick positioning, automatic recovery, and notification, ensuring the fault recovery ability of cloud services.
11. Cloud Disk Performance Metrics
11.1 You can purchase a single UDisk ordinary cloud disk that supports 10GB8000GB, and SSD cloud disk supports 10GB4000GB.
11.2 Users can get 24000 IOPS (SSD cloud disk) or 3000 IOPS (ordinary cloud disk).
12. Service Measurement Accuracy
12.1 UCloud Global has an accurate metering and billing system. The billing method can be billed according to the agreement by year, month, or hour. Block storage is billed based on storage volume and disk type. Based on the billing mode and standard that are effective at the time of the billing page announcement.
13. Service Change and Termination Clause
13.1. If you need to stop using this service, you must notify our company at least 30 days in advance. The company will return all the money you have paid but not consumed. For users who do not notify in advance to stop using this service and do not renew their subscription in time, if there is no special agreement, the company will keep their data for 7 days.
13.2. The company promises that when it no longer provides a service, it will give 30 days advance notice on console.ucloud-global.com or notify you by way of website notifications or written notifications to transfer the business. At that time, the company will refund the money you have paid but not consumed.
14. Service Compensation Clause
14.1. Unless there are other offline agreements, the company promises that if the availability does not reach the service level commitment, it will pay for the same length of time as the loss time. For the unavailability caused by your own improper operation, the company does not assume compensation liability.
14.2. The system cannot operate normally due to the following situations, making you unable to use various services. The company does not assume liability for damage compensation. The situation includes but is not limited to: (1) During the system downtime maintenance announced on the website of the company;
(2) Telecom equipment failed to transmit data;
(3) Information network obstacles that cannot perform business due to non-resistible factors such as typhoons, earthquakes, tsunamis, floods, power failures, wars, terrorist attacks, etc.
(4) Interruptions or delays in services caused by hacker attacks, technical adjustments or faults of telecommunications departments, website upgrades, and problems on the bank side.
15. User Constraint Clause
15.1. You have the right to enjoy the internet technology and information services provided by UCloud Global, and have the right to receive technical support, consultation and other services from UCloud Global during the period of receiving services from UCloud Global. The service content is detailed in the UCloud Global related product introduction.
15.2. You guarantee not to use technology or other means to destroy and disrupt the UCloud Global website and other customers’ websites.
15.3. You guarantee to respect the intellectual property and other legal rights of UCloud Global and other third parties, and promise to try your best to protect UCloud Global and its employees, partners, etc. from being affected or lost due to the illegal event of infringement of such rights; if an infringement occurs, UCloud Global reserves the right to terminate the provision of services to you and not refund any funds.
15.4. You shall bear all losses due to incorrect contact information provided to UCloud Global, including but not limited to the consequences and losses caused by your inability to receive relevant notifications from UCloud Global in time.
15.5. You guarantee to comply with national, local laws, regulations, industry practices, and social public morals when using UCloud Global services, and will not use UCloud Global services to store, publish, and disseminate the following information and content: violation of national laws and regulations Any content (information); political propaganda and/or news information in violation of national regulations; information involving state secrets and/or security; feudal superstition and/or obscene, pornographic, vulgar information or information that incites crimes; gambling rewards, gambling games; violation of national national and religious Information on policies; information that hinders the safe operation of the Internet; information that infringes upon the legal rights of others and/or other information or content that is detrimental to social order, public security, and public morals. You also promise not to provide any convenience for others to publish information and content that does not comply with national regulations and/or the provisions of this service clause, including but not limited to setting up URL, BANNER links, etc. You agree that UCloud Global has the right to terminate the provision of services to you and not refund any funds if you violate the above agreements. The damages caused to UCloud Global by your above behaviors shall be compensated by you.
16. UCloud Global Exemption Clause
UCloud Global assumes no responsibility for the unavailability of services due to the following reasons:
16.1 Service unavailability caused by system maintenance notified by UCloud Global in advance, including cut-overs, repairs, upgrades, and simulated fault drills;
16.2 Any restrictions caused by network, device failures, or configuration adjustments outside of the UCloud Global infrastructure;
16.3 Unavailability caused by a hacker attack on the customer’s application;
16.4 Loss or leakage of data, passwords, etc. caused by poor customer maintenance or poor confidentiality;
16.5 Unavailability caused by the customer’s negligence or authorized operations;
16.6 Unavailability caused by the customer not following UCloud Global product documentation or usage suggestions;
16.7 Unavailability caused by service suspension or termination due to violations of the “UCloud Global User Agreement” by the customer, including service suspension or release due to arrears on cloud disks;
16.8 Unavailability caused by other force majeure factors. Force majeure and accidental events refer to all unforeseeable, unavoidable, and insurmountable objective situations that are caused by normal maintenance of the information network, connection failure of the information network, failure of computers, communications or other systems, power failure, war, natural disasters, government actions, etc.