Edge Computing UEC Service Level Agreement (SLA)

This SLA for UCloud Global UEC (hereinafter referred to as “this Agreement”) defines the general service level indicators and service instructions for UCloud Global to provide UEC Edge Computing Service to customers. This Agreement is a supplement to the “UCloud Global User Agreement” and “Cloud Service Legal Statement and Privacy Terms”. By stamping, clicking to confirm on the network page or accepting this Agreement in other ways (such as clicking to confirm to use the “UCloud Global User Agreement”), you indicate that you have reached an agreement with the company and agree to accept all terms of this Agreement. If there are discrepancies between the text of the stamp by both parties and the service term text of choice via the network page click confirmation or other means, the text of the stamp by both parties shall prevail. Before accepting this agreement, please read all of its contents carefully. After reading, if you continue to use UEC services, 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 UEC services.

1. Definitions

1.1 Edge Node: One UEC edge node is equivalent to a virtual server with basic components such as CPU, memory, operating system, network, disk, etc.

1.2 Service Cycle: One service cycle is one natural month, if a customer’s use of UEC edge computing services is less than a month, it is not counted as a service cycle.

1.3 Total Service Cycle Time: Calculated by the total number of minutes for seven (7) days a week and twenty-four (24) hours a day each month * the number of UEC edge nodes used by customers. If a customer’s use of a UEC edge node is less than a month, this edge node will not be included in the total service cycle time.

1.4 Service Unavailable Time: If a UEC edge node cannot network connect to any IP address within the permitting rules in a certain minute, it is deemed that this UEC edge node service is unavailable in this minute. The service provided by UEC is unavailable for continuous 5 minutes or more then it is recorded as unavailable. Unavailable time does not include daily system maintenance time or unavailable time caused by user reasons, third-party reasons or force majeure.

1.5 Service Availability Definition: Service availability is the probability of available time of edge computing service business for users in the contract period per month, i.e., actual available time per month / total service cycle time, where actual available time per month = total service cycle time - service unavailable time.

1.6 Node Monthly Service Cost: The total amount of UEC service fees paid by the customer in a natural month. If the customer pays the service fee for multiple months of edge node at one time, the monthly service fee will be calculated based on the number of months purchased.

2. Service Availability

2.1 Service Availability Calculation Formula: Service Availability = (Total should service time of all edge nodes in the service cycle – Unavailable service time of edge nodes in the service cycle) / Total should service time of all edge nodes in the service cycle * 100%

*Note: One service cycle is one natural month. If the customer uses UEC service less than a month, it is not counted as a service cycle.

2.2 Service Availability Commitment: The service availability of UEC is not less than 99.9%. If the above availability commitment is not met, the customer can obtain compensation according to the agreement in Article 3. The compensation range does not include the unavailable time caused by the following reasons:

(1) Caused by system maintenance after UEC has notified the customer in advance, including cutover, repair, upgrade, and simulated fault drills;

(2) Caused by force majeure and accidents;

(3) Caused by hacker attacks on the customer’s application;

(4) Caused by improper maintenance by the customer or improper confidentiality leading to loss or leakage of data, passwords, passwords, etc.;

(5) Caused by negligence of the customer or operation authorized by the customer;

(6) Caused by the customer’s non-compliance with the UEC product use document or usage suggestions;

(7) Caused by the failure or configuration adjustment of any device not belonging to UEC;

(8) The lowering of availability caused by the customer’s failure to notify UEC in writing before massive traffic surge.

3. Compensation Plan

3.1 Compensation standards: According to the service availability of UEC product used by a customer under a certain account of UCloud Global platform, the compensation amount is calculated according to the standard in the table below, and the compensation amount does not exceed 50% of the total UEC cost paid by the customer in that month.

3.2 Compensation time limit: Customers can make compensation claims for the edge computing services that did not meet the availability of the previous month after the fifth working day of each month. Compensation claims must be made within two months after the end of the relevant month when the edge computing service did not meet the availability. Compensation claims beyond the application deadline will not be accepted.

3.3 Compensation method: The compensation amount will be recharged to the customer’s UCloud Global platform account in the form of a gift amount.

4. Other descriptions

4.1 Within the scope permitted by laws and regulations, UCloud Global reserves the final interpretation right of this Agreement.

4.2 UCloud Global has the right to modify the terms of this SLA. If there is any modification to the terms of this SLA, UCloud Global will notify you 30 days in advance through website announcements or sending emails. If you disagree with the modifications that UCloud Global made to the SLA, you have the right to stop using the UEC edge computing service. If you continue to use the UEC edge computing service, it will be deemed that you accept the modified SLA.

4.3 All notices under this Agreement for the UEC Edge Computing Service to users may be made through webpage announcements, onsite letters, e-mails, mobile phone texts, or other forms. Such notice will be deemed to have been delivered to the recipient on the date of sending.

4.4 The version of this Agreement shall come into effect on September 1, 2021.