Operational Audit System Level Protection Agreement (SLA)

The UCloud Global UHAS Service Level Agreement (hereinafter referred to as “this Agreement”) stipulates the general service level indicators and service precautions provided by UCloud Global to customers for UCloud Global UHAS cloud bastion services. This agreement is a supplement to the “UCloud Global User Agreement” and “Cloud Service Legal Statement and Privacy Terms”. By sealing, clicking to confirm on the web page, or by other means (such as clicking to confirm and agree to the “UCloud Global User Agreement”), you choose to accept this Agreement, which means that you have reached an agreement with our company and agree to accept the entire content of this Agreement. If there is any inconsistency between the stamped text and the text of the service terms accepted by clicking to confirm on the web page or by other methods, the stamped text shall prevail. Before accepting this agreement, please read through the entire content of the agreement. After reading, if you continue to use UCloud Global UHAS service, 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 UCloud Global UHAS service.

1、Persistency of data storage

• 1.1 The persistency of UHAS cloud bastion data storage is 99.99％. If the service persistence does not meet the commitment, compensation will be made according to the service compensation clause.
• 1.2 Definition of data Persistency: the probability of data not being lost in the contract period. A persistence of 99.99% means that for each user, every month of the contract period, there is a 99.99% probability that 1000000 bytes of data will not be lost, that is, there is only a potential for 100 bytes of data to be lost each month. Statistic period is calculated by the calendar month, less than a month is considered as a full month.
• 1.3 This type of data mainly refers to the data stored in the database by the cloud bastion, not including cache and temporary storage.

2、Data Destructibility

2.1 When you request to delete data or before disposing, reselling devices, UCloud Global will completely delete all user data through advanced zeroing operation and cannot be restored, and will also demagnetize the scrapped hard disks.

3、Data Confidentiality

• 3.1 UCloud Global has adopted effective isolation methods to ensure that user data in the same resource pool is not visible to each other.
• 3.2 Each UHAS cloud bastion uses an independent MySQL database, which cannot be accessed by other personnel. At the same time, to better ensure security, the UHAS cloud bastion can only be accessed through the internal network, and network access is isolated by account.

4、Data Right to know

• 4.1 You can see the name of the Availability Zone where the cloud bastion is located in the product console, and you can choose the Availability Zone you need. Beijing BGP Availability Zone is located in Beijing.
• 4.2 All data centers should comply with local laws and the laws of the People’s Republic of China.
• 4.3 Except for regulatory audit needs by government regulatory agencies or assisting with security forensic investigations, without the customer’s consent, user data cannot be illegally provided to any third party. In order to safeguard the security of your use of this service and the need to continuously improve the service quality, the company will record and save the logs of your login and use of this service, and will not present user personal information data to the public.

5、Business Auditability

• 5.1 According to the requirements of national laws and regulations, to cooperate with the regulatory review of government regulatory agencies, compliance or evidence 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.

6、Business Functions

• 6.1 The service functions that UCloud Global UHAS provides to users are the cloud Bastion services displayed on the console.ucloud-global.com website. For complete function introduction and operation instructions, refer to the product manual and help instructions.
• 6.2 UCloud Global will notify you in time of changes in the service version or function through site messages, text messages, emails, or website, etc., so that you can make corresponding adjustments in time.

7、Business Availability

• 7.1 The company promises to you that the service availability of the UHAS cloud bastion is 99.0％. If the service availability does not meet the commitment, compensation will be made according to the service compensation clause. The prepaid method is to calculate the usage and pay monthly. Cloud distribution is billed based on traffic and bandwidth. The service fee is based on the billing mode and standard published on the order page at that time.

• 7.2 Definition of service availability: the probability of the user’s cloud service business available time in a month during the contract period, namely, Actual available time／Per month (Actual available time+Unavailable time). Among them, the definition of unavailable time is from the time when the user is unable to use the cloud service to the end of the cloud service returning to normal level. The statistical period is by the calendar month, less than a month is calculated as a full month, and it is calculated in minutes.

  An availability of 99.0％ means that the available time of a single user’s cloud service business every month should be at least 30 days x 24 hours x 60 minutes x 99.0% = 42768 minutes, that is, there is at most 30 days x 24 hours x 60 minutes x 100%-42768=432 minutes of unavailability each month. The statistical unit for unavailability of cloud service business is a single cloud bastion, if the unavailability time of the cloud service business reaches 30 minutes or more, it is counted as one unavailability, and it is included in the unavailable time, if the unavailable time is less than 30 minutes, it is not included in the unavailable time.

8、Business Resource Allocation Ability

• 8.1 The memory and disk of a single cloud bastion can be upgraded and expanded. The unit of memory is MB, ranging from 4096MB to 16384MB, and the unit of disk is GB, ranging from 300GB to 1000GB. For operation methods, please consult customer service.

9、Fault Recovery Ability

• 9.1 Through a series of fault control systems such as fault monitoring, quick positioning, quick recovery, and notification, the fault recovery ability of the cloud service is guaranteed.
• 9.2 When the running environment of the cloud bastion has partial faults or resource warnings, the user should be informed and restored in time to avoid affecting the normal use of the user.
• 9.3 When the running environment of the cloud bastion has a fault, it will not affect the use of the managed cloud host. Customers can access it through direct connection and other methods to avoid affecting the normal use of the user.
• 9.4 The service provider promises that when a cloud service is unavailable due to statistical or billing logic, it can temporarily take the statistics and billing offline to prioritize the customer’s business. The system architecture design can support downgrade to ensure business operation.

10、UCloud Global Disclaimer

For service unavailability caused by the following reasons, UCloud Global assumes no responsibility：

• 10.1 Caused by system maintenance after UCloud Global notifies the customer in advance, including cutovers, repairs, upgrades, and simulated fault drills；
• 10.2 Caused by network or equipment faults or configuration adjustments outside of UCloud Global equipments；
• 10.3 Caused by the client’s application being hacked；
• 10.4 Caused by improper maintenance by the customer or poor confidentiality resulting in loss or leakage of data, passwords, etc.；
• 10.5 Caused by negligence of the customer or the operation authorized by the customer；
• 10.6 Caused by the customer not following the UCloud Global product documentation or usage suggestions；
• 10.7 Caused by the suspension or termination of service due to customer’s violation of the “UCloud Global User Agreement”, including service suspension or release due to overdue payments of cloud disks, etc.；
• 10.8 Caused by other force majeure factors. Force majeure and unexpected events refer to all unforeseeable, unavoidable, and insurmountable natural and social phenomena and objective conditions that cannot be predicted, such as normal maintenance of information networks, connection failures of information networks, failures of computers, communications or other systems, power failures, wars, natural disasters, government actions, etc.