Object Storage US3 Service Level Agreement (SLA)

The UCloud Global US3 Service Level Agreement (hereinafter referred to as “this Agreement”) specifies the general service level indicators and service precautions for UCloud Global providing UCloud Global US3 Object Storage services to customers. This Agreement is a supplement to the “UCloud Global User Agreement”, “Cloud Service Legal Statement and Privacy Clause”. You choose to accept this agreement by stamping, clicking to confirm the web page or in any other way (such as clicking to confirm and agree to the “UCloud Global User Agreement”), which means that you have reached an agreement with the company and agree to accept all the agreed contents of this agreement. If there is any inconsistency between the sealed text of the two parties and the text of the service terms chosen to be accepted by clicking to confirm the web page or in any other way, the sealed text of the two parties shall prevail. Before accepting this agreement, please read all the contents of this agreement carefully. After reading it, if you continue to use the US3 service, it means that you accept this agreement and agree to be bound by it; if you do not agree to this agreement, you can choose not to use the US3 service.

1. Terminology and Definitions

1.1 Service Cycle: The service cycle refers to the natural months included in the service term for the purchase of the service (from 00:00 on the first day of the natural month to 24:00 on the last day of the natural month). The first month of the user’s billing cycle runs from the start date to the end of the month.

1.2 Monthly Service Fee: Refers to the total service fee paid by a user’s project in a service cycle (i.e., a natural month) for the US3 object storage type service in a particular region. If the customer pays the service fee for multiple months at one time, the monthly service fee will be calculated based on the number of months purchased.

1.3 Valid Request: Refer to: Introduction to Object Storage API, data type API requests received by the object storage server are considered valid requests.

1.4 Failed Request: Requests with an HTTP status code of 5XX and requests that due to US3 service fault prevent a user’s normal request from reaching the US3 server.

1.5 The statistics of valid requests and failed requests do not include the following types of requests:

1.5.1 Failed requests from getting bucket lists and list queries;

1.5.2 Requests timed out by mirroring back to source;

1.5.3 Callback timed out requests;

1.5.4 Requests initiated by malicious attacks on the client’s object storage domain;

1.5.5 Failed requests for backend asynchronous processing after lifecycle and cross-region replication;

1.5.6 Error requests (HTTP status code 503) restricted by US3 due to inappropriate access patterns;

1.5.7 Failure caused by client network problems or instability of the public network physical network link rendering requests unreachable;

1.5.8 Requests failed due to lack of authentication and authorization or requests under arrears suspension status;

1.5.9 Error requests or unavailability of services caused by reasonable upgrades, changes, and shutdowns initiated by US3 service in advance.

1.6 Error rate per 5 minutes: The error rate per 5 minutes refers to the proportion of the number of failed requests returned by US3 service to the number of user requests in these 5 minutes. Error rate per 5 minutes = (Number of failed requests per 5 minutes / Number of valid requests per 5 minutes) × 100%

1.7 Monthly Service Fee: The actual payment fee of the monthly service is separately counted in a region and storage type under a user’s project in a natural month in US3. If there is a resource package deduction in the customer’s monthly bill, the deduction part of the fee will be supplemented into the monthly service fee according to the unit price of the purchased resource package and the resource utilization. For example, if a user uses a resource package to deduct 150GB of storage capacity in the bill, then the supplementary monthly service fee = 150GB × unit price per GB at the time of purchasing the resource package.

2. Service Availability

2.1 The Company commits to you that the availability of US3 object storage standard storage type service will be 99.95%, the low frequency and archived storage type service will be 99.9%. If the service availability does not meet the commitment, compensation will be provided according to the service compensation standards.

2.2 Calculation of service availability: US3 service availability is counted by service cycle, according to the customer’s certain project’s US3 region and storage type (standard storage, low frequency storage, archived storage) to separately calculate service availability. If there are multiple Buckets in the same region under a customer’s project, the service availability will be calculated together. Service availability is calculated by taking the sum of every 5-minute error rate during the service cycle and dividing it by the total number of 5-minute periods during the service cycle to calculate an average error rate per 5 minutes, as calculated in the following way: Service Availability = (1 - (Sum of each 5-minute error rate during the service cycle / Total number of 5-minute periods during the service cycle)) × 100% (Note: Total number of 5-minute periods during the service cycle = 12 * 24 * number of days in the service cycle)

3. Service Compensation Standards

3.1 Compensation applies only to customers who have used the US3 service and paid the fees normally (free service is not within the compensation range); the compensation mode is limited to vouchers that can be used to pay for US3 services.

3.2 The compensation amount is calculated separately according to the US3 service availability in a certain region and corresponding storage type that has not met the standard, and does not exceed 50% of the monthly service fee paid for that region and storage type during the service cycle (excluding the deduction fee). The specific calculation of the compensation amount is as follows:

4. Data Durability

4.1 The durability of US3 object storage data is 99.999999999%.

4.2 Definition of data durability: The probability that data will not be lost in the storage state during the contract period. Durability of 99.999999999% indicates that the probability of no data loss per month for the user’s data of 100000000000 bytes per month during the contract period is 99.999999999%, i.e., there is only a possibility of loss of 1 byte of data per month. It is counted in natural months, and if less than one month, it will be counted as one month.

5. Data Destruction

5.1 When you request data destruction or before a device is discarded or resold, UCloud Global will completely delete all user data through advanced zeroing operations and it cannot be recovered, and will demagnetize scrapped hard disks.

5.2 The scenario of complete deletion of user data does not include UCloud Global retaining user data for 30 days after UCloud Global‘s consent for users who have not renewed their fees in time, to prevent important data from being deleted due to certain reasons that users cannot renew their fees in time.

6. Data Mobility

6.1 The Company promises that users can control the migration of data in object storage and ensures that data can be migrated in and out when enabling or abandoning this cloud service.

6.2 The Company provides corresponding tools and technical means when users migrate in and out, and maintains the greatest compatibility with users’ existing data formats. For specific import and export operations, please refer to the help description.

7. Data Privacy

7.1 UCloud Global has adopted effective isolation methods to ensure that users’ data in the same resource pool is not visible to each other.

7.2 Object storage is isolated according to the account, and the storage data between different users is not visible to each other and cannot be accessed through the internal network through network isolation technology.

7.3 Without user authorization, UCloud Global promises not to view the data in the user’s storage, etc. However, UCloud Global has the right to monitor the operation data of the user’s object storage from the outside, including file size, read-write times, etc. For the convenience of operation and maintenance and troubleshooting, UCloud Global reserves the right to view the operation records of object storage users.

7.4 UCloud Global will not view user data without user authorization or requests from government agencies. The operations of the operation and maintenance personnel will be recorded in detail and logs are available for inquiry.

8. Data Right to Know

8.1 You can see the name of the region where the object storage is located in the product console, and you can choose the region you need. For example: The region of North China One is located in Beijing City.

8.2 The data of the object storage will have three copies in the region where the standard storage type of the object storage is located, and it is a hot backup.

8.3 All regions should comply with local laws and laws of the People’s Republic of China.

8.4 Without the consent of the customer, no user data can be illegally provided to any third party, except for regulatory audits required by government regulatory departments or cooperation in security forensics investigations. In order to ensure the security of your use of this service and the need for continuous improvement of service quality, the company will record and save relevant behavioral logs of your login and use of this service, and will not present user personal information data to the outside.

9. Business Auditability

9.1 In accordance with national legal and regulatory requirements, to cooperate with the supervision and inspection of government supervision departments, compliance or forensics investigations, etc., the company can provide you with relevant information of your business running on cloud services, such as running logs of key components, operations records of operation and maintenance personnel, etc.

10. Business Function

10.1 UCloud Global US3 provides users with the object storage service displayed on the console.ucloud-global.com website. For a complete introduction and operation guide to the features, please see the US3 Product Use Documentation.

10.2 If UCloud Global changes the version or function of the service, it will notify you in time by SMS, email or website, etc. so that you can make appropriate adjustments in time.

11. Usage Restrictions

11.1 You can understand the usage restrictions of US3 service through the Usage Restrictions of US3 page.

12. Service Metering Accuracy

12.1 UCloud Global has an accurate metering and billing system, and the billing method is daily billing. Object storage is billed for storage capacity, download traffic, and CDN back-to-source traffic. The current effective billing mode and standard as announced on the billing page shall prevail.

13. Service Change, Termination Clause

13.1 If you need to stop using this service, you must notify the company at least 30 days in advance, and 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 in time, the company will keep their data for 7 days if there is no special agreement.

13.2 The company promises that if it no longer provides a certain service, it will notify you 30 days in advance on console.ucloud-global.com or by sending site notifications or written notifications to transfer your business. At that time, the company will refund the money you have paid but not consumed.

14. Service Compensation Clause

14.1 If there are no other offline agreements, the company promises that if the availability does not reach the service level commitment, it will compensate according to the third chapter of this clause. If your use of US3 exceeds the limits set in Chapter 11, resulting in a lack of availability, the company does not assume compensation responsibility.

14.2 The company does not assume any damage compensation responsibility when the system cannot operate normally due to the following conditions, and you cannot use the services, including but not limited to:

14.2.1 During the time when the system is shut down for maintenance announced by the company;

14.2.2 When telecommunications equipment fails and data transmission cannot be carried out;

14.2.3 Because of factors such as typhoon, earthquake, tsunami, flood, power failure, war, terrorist attack, and other irresistible factors, causing system obstacles preventing the execution of the business;

14.2.4 Reasons such as hacker attacks, telecommunications department technical adjustments or failures, website upgrades, bank-side problems causing service interruption or delay.

14.3 Compensation application time limit: If the service availability standard for a certain service month is not met, you can apply for compensation after the 5th working day of the following month of the relevant service month that did not meet the standard. After you apply for compensation, UCloud Global will carry out relevant verification. For the calculation of the service availability of the service month, if there is a dispute between the two parties, both parties agree that the final backend record of UCloud Global will prevail. Compensation applications must be submitted within 60 working days after the end of the relevant month in which US3 did not meet the availability, and UCloud Global reserves the right to reject your compensation application beyond the application time limit.

15. User Restraint 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 introduction of UCloud Global related products.

15.2. You promise not to use technology or other means to disrupt and disturb the UCloud Global website and other customers’ websites.

15.3. You promise to respect the intellectual property and other legal rights of UCloud Global and other third parties, and promise to protect UCloud Global and its employees, partners, etc. from being affected or suffered losses due to illegal incidents violating such rights. Once the tortious act occurs, UCloud Global reserves the right to terminate the service to you and not refund any money.

15.4. You will bear any losses caused by any incorrect contact information provided to UCloud Global, including but not limited to consequences and losses caused by you not receiving notices from UCloud Global in time.

15.5. You ensure that you will comply with national, local laws and regulations, industry practice and public morality when using UCloud Global services, and will not use UCloud Global services to store, publish, and disseminate the following information and content: Any content (information) that violates national laws, regulations and policies; political propaganda and/or news information that violates national regulations; information involving national secrets and/or security; feudal superstitions and/or obscene, pornographic, vulgar information or instigation of crime information; gambling, gambling games; information that violates the national ethnic and religious policy; information that hinders the safe operation of the information network; information that infringes upon the legal rights and interests of others and/or other information or content that is harmful to social order, social security, public morality. You also promise not to provide any convenience for others to publish information content that is not in compliance with national regulations and/or this Service Agreement, 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 when you violate the above agreement, and you should compensate for the losses caused to UCloud Global by the above actions.

16. UCloud Global Disclaimer

UCloud Global is not responsible for service unavailability caused by the following reasons:

16.1 Caused by UCloud Global notifying customers in advance for system maintenance, including cutting, repairing, upgrading and simulating failure drills;

16.2 Caused by network or equipment failures or configuration adjustments outside of UCloud Global‘s equipment;

16.3 Caused by the customer’s application being attacked by hackers;

16.4 Caused by loss or leakage of data, passwords, etc. due to improper maintenance or improper confidentiality by customers;

16.5 Caused by customers’ negligence or operations authorized by customers;

16.6 Caused by customers not following the use of the UCloud Global product documentation or usage suggestions;

16.7 Caused by service suspension or termination due to customers violating the “UCloud Global User Agreement”, including suspension of service due to arrears for object storage, etc.

16.8 Other force majeure factors. Force majeure and accidents mean that due to normal maintenance of the information network, information network connection failure, computer, communication or other system failure, power failure, war, natural disasters, government action and other unforeseeable, unavoidable, insurmountable objective conditions of the natural and social phenomena of the information network.

17. Miscellaneous

17.1 This version of the agreement comes into effect on March 1, 2021.