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Cloud Host UHost Service Level Agreement (SLA)

UHost Cloud Server Service Level Agreement (SLA)

The UHost Service Level Agreement (hereinafter referred to as “this Agreement”) sets forth the general service level indicators and service considerations for UCloud Global to provide customers with the UCloud Global UHost cloud server service. This Agreement is a supplement to the “UCloud Global User Agreement” and the “Cloud Services Legal Statement and Privacy Terms”. By stamping, clicking to confirm on the network page, or in other ways (such as clicking to agree to use the “UCloud Global User Agreement”), you are indicating that you have reached an agreement with the company and agree to accept all the agreed content of this Agreement. If there is any inconsistency between the stamped text and the terms of service text that are clicked to accept on the network page or chosen in other ways, the stamped text shall prevail. Please carefully read the entire content of this Agreement before accepting it. If you read and continue to use the UHost service, it means that you accept this agreement and agree to be bound by it; if you disagree with this agreement, you can choose not to use the UHost service.

1、Persistence of Data Storage

1.1 The persistence of Uhost cloud server data storage: the data persistence of ordinary cloud hard disks is 99.99999%, and the data persistence of SSD cloud hard disks and RSSD cloud hard disks is 99.999999%.

1.2 Definition of data storage persistence: the probability of data remaining stored and not lost during the contract period. A persistence of 99.999999% implies that the probability of not losing data of 100000000 bytes per month for a user during the contract period is 99.999999%, i.e., there is only a possibility of 1 byte of data loss per month. The statistics are based on a natural month, and less than one month is counted as one month.

1.3 This type of data mainly refers to the data stored in the hard disk media used by the user, excluding data in memory.

2、Data Destructibility

2.1 When you request to delete data or before the device is abandoned or resold, UCloud Global will completely delete all user data through advanced zeroing operations and it cannot be restored, and demagnetization processing will be carried out on scrapped hard disks.

2.2 The scenario of completely deleting user data does not include a 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 the fee in time.

3、Data Portability

3.1 The Company promises that users can control the migration of data, ensuring 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 user migration, maintaining the maximum compatibility with the user’s existing data format. Please refer to the help description for specific import and export operation steps.

3.3 The formats supported by virtual machines include the standard formats raw, qcow2.

4、Data Confidentiality

4.1 UCloud Global has adopted effective isolation methods to ensure that the data of users in the same resource pool cannot be seen by each other.

4.2 Cloud hosts are isolated according to accounts, and different users’ hosts and data are invisible to each other through network isolation technology and cannot be accessed through the internal network.

5、Data Right to Know

5.1 You can see the name of the Availability Zone where the cloud server is located in the product control panel, and you can choose the Availability Zone you need. For example, North China Zone B is located in Beijing.

5.2 There are two copies of the data of the cloud server in the data center where the cloud server is located, with 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 government regulatory audits or cooperation in secure forensic investigations, user data cannot be illegally provided to any third party without the user’s consent. In order to ensure the security of your use of this service and the need to continuously improve the quality of service, the company will record and save the relevant behavior logs of you logging in and using this service, and will not present the user’s personal information data.

6、Business Auditable

6.1 In accordance with the requirements of the country’s laws and regulations, to cooperate with the regulatory audit of government regulatory authorities, 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, the operation records of operation and maintenance personnel.

7、Business Function

7.1 The service function provided by UCloud Global UHost to users is the cloud server service displayed on the console.ucloud-global.com website. Please refer to the product user manual and help instructions for a complete introduction and operation instructions.

7.2 UCloud Global will promptly notify you of changes to the version or features of the service through text messages, emails, or the website, so that you can make the necessary adjustments in time.

8、Business Availability

8.1 The Company promises you that the service availability of UHost Cloud Server is 99.95%. If the service availability does not meet the promise, compensation will be made according to the service compensation terms.

8.2 Definition of service availability: the probability of user’s cloud service business available time every month during the contract period, i.e., actual available time per month/(actual available time + unavailable time per month). The definition of unavailable time is from when the user cannot use the cloud service, to when the cloud service returns to normal. The statistics are in terms of natural months, less than a month is calculated as a month, in minutes. An availability of 99.95% indicates that each individual user’s business available time per month should be at least 30 days24 hours60 minutes99.95%=43178.4 minutes, i.e., there can be a maximum of 30 days24 hours60 minutes100%-43178.4=21.6 minutes of down-time per month. The statistical unit for cloud service business unavailability is a single cloud host instance, and the unavailability time of 1 minute or more for cloud service business is counted as one unavailability and included in the unavailability time. If the downtime is less than 1 minute, it is not included in the downtime.

9、Business Resource Allocation Capability

9.1 The CPU, memory, disk, and bandwidth resources of a single host can all be upgraded and expanded, with units in cores, GB, GB, Mbps, please refer to the display on the order page for specific resource ranges and tariffs;

9.2 The number of host instances can be expanded and reduced, in units of the number of stations, can complete the expansion of total resources by 20% within 24 hours, and can complete the expansion of total resources by 100% within 2 days; each time the maximum capacity can be expanded by 100%, there is no minimum limit.

10、Fault Recovery Capability

10.1 Through a series of fault control systems such as fault monitoring, quick positioning, automated recovery, and notification, the fault recovery capability of cloud services is guaranteed. The means of fault recovery include: online migration, shutdown migration and downgrade recovery.

10.2 When the running environment of the cloud host has some faults or resources warning, the user should be informed to carry out online migration work in order to avoid affecting the operation of the user’s cloud host.

10.3 When there is a fault in the running environment where the cloud host is located, which causes the cloud host to be unusable, the problem is solved and the user business is recovered through data backup for migration.

10.4 If the cloud service is not available due to statistical or billing logic, the statistics and billing can be temporarily offline to prioritize customer business. The system architecture design can support downgrade, to ensure business operation.

11、Network Access Performance

11.1 The bandwidth of a single host you can purchase is the IDC export bandwidth.

11.2 The bandwidth range that users can purchase for a single host ranges from 0Mbps to 800Mbps.

12、Service Metering Accuracy

12.1 UCloud Global has an accurate metering and billing system, and the billing method can be billed annually, monthly, or hourly according to the agreement. Cloud hosts are billed according to the machine type. The billing models and standards published on the billing page at that time shall prevail.

13、UCloud Global Disclaimer

UCloud Global is not responsible for any unavailability of services caused by the following reasons:

13.1 Caused by network or equipment failures or configuration adjustments outside of any equipment belonging to UCloud Global;

13.2 Caused by a hacker attack on customer applications;

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

13.4 Caused by the customer’s failure to follow the product use documentation or use suggestions, such as unavailability caused by the customer’s shutdown, restart, unmounting cloud disks, etc. operations on the console, API, or CLI, etc. control methods for the cloud host;

13.5 Errors in cloud host instances caused by software installed by the customer or other third-party software or configuration that is not directly operated by UCloud Global;

13.6 Services suspended or terminated due to customer’s failure to comply with the “UCloud Global User Agreement”, including services suspended or released due to arrears;

13.7 Short-term service interruptions caused by UCloud Global‘s normal maintenance and upgrade of cloud hosts;

13.8 Caused by force majeure. Force majeure and accidents refer to circumstances such as normal maintenance of information networks, connection failures of information networks, computer, communications, or other system failures, power failures, wars, disasters, government actions, etc., which are all unforeseeable, unavoidable, and insurmountable natural, social phenomena and objective conditions.