UMem Cloud Memory Storage Service Level Agreement (SLA)
The UMem Service Level Agreement (hereinafter referred to as “this agreement”) of UCloud Global stipulates the general service level indicators and service considerations for UCloud Global to provide customers with the UCloud Global UMem cloud memory storage service. 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 in other ways (such as clicking to confirm and agree to use the “UCloud GlobalUser Agreement”), you choose to accept this agreement, which means that you and the company have reached an agreement and agree to accept all provisions of this agreement. If there is inconsistency between the text of the two parties’ seal and the text of the service terms selected by clicking to confirm or in other ways on the web page, the text of the two parties’ seal shall prevail. Before accepting this agreement, please read the entire content of this agreement carefully. After reading it, if you continue to use the UMem 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 UMem service.
1. Persistence of Data Storage
1.1 UMem cloud memory storage data persistence: SSD cloud disk and RSSD cloud disk data persistence is 99.999999%.
1.2 Definition of data storage persistence: the probability that data remains in storage without loss during the contract period. A persistence of 99.999999% means that for users with 100,000,000 bytes of data per month during the contract period, the probability of data not being lost per month during the contract period is 99.999999%, i.e., there is only a possibility of 1 byte of data lost per month. The statistical cycle is based on a natural month, with less than a full month counted as a full month.
1.3 This type of data mainly refers to the data stored in the disk medium used by the user, not including the data in memory.
2. Destructibility of Data
2.1 When you request to delete data or before discarding or reselling the device, UCloud Global will thoroughly delete all user data through advanced zeroing operations and cannot be recovered, and will also perform degaussing treatment on scrapped hard disks.
2.2 The scenario of completely deleting user data does not include the situation where UCloud Global retains data for users who have not renewed in time for 7 days after obtaining UCloud Global‘s consent, to prevent important data from being deleted due to users not being able to renew in time for some reasons.
3. Data Portability
3.1 The company promises that users can control the migration of data in the cloud memory storage, ensuring that data can be migrated in and out when enabling or disabling this cloud service.
3.2 The company provides corresponding tools and technical means during user migration in and out, maintaining the maximum compatibility with the user’s existing data format. Please refer to the help instructions for the specific import and export operation steps.
4. Data Privacy
4.1 UCloud Global has adopted effective isolation methods to ensure that users’ data in the same resource pool is not visible to each other.
4.2 Cloud memory storage is isolated by account, and different users’ hosts and data are not visible to each other and cannot be accessed via the intranet through network isolation technology.
4.3 Without the user’s authorization, UCloud Global promises not to view any programs, configurations, data files, etc. inside the user’s instance. However, UCloud Global has the right to monitor the running data of users’ instances from outside the cloud memory storage, including CPU usage, memory usage, etc. For the convenience of operation and maintenance and problem troubleshooting, UCloud Global reserves the right to view the operation records of cloud memory storage users.
4.4 Without the user’s authorization or the request of a government agency, UCloud Global will not view user data. The operations of maintenance personnel will be detailed recorded, and there will be logs for query.
5. Right to Know Data
5.1 You can see the region and availability zone name of the cloud memory storage in the product control panel, and you can choose the region and availability zone you need. For example: The North China 1 Availability Zone B is located in Beijing.
5.2 The data of the hot backup type (master-slave version, distributed version) cloud memory storage will have two copies in the data center where the cloud memory storage is located, no cold backup, and no backup in other data centers. The no hot backup type (single-machine version) cloud memory storage data has no copy and no 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 cooperation in security forensics and investigation, without the customer’s consent, user data cannot be illegally provided to any third party. To ensure the security of your use of this service and the need to continuously improve service quality, the company will record and save relevant behavior logs of your login and use of this service, and will not present user personal information data to the outside.
6. Business Reviewability
6.1 In accordance with the requirements of national laws and regulations, to cooperate with the regulatory review of government regulatory departments, regulatory compliance or forensics investigations, etc., the company can provide relevant information about your business running on the cloud services, such as the operating logs of key components and the operation records of operation and maintenance personnel.
7. Business Function
7.1 The service function provided by UCloud Global UMem to users is the cloud memory storage service displayed on the console.ucloud-global.com website. For a complete introduction to features and operation instructions, please refer to the product user guide and help instructions.
7.2 If UCloud Global changes the version or features of the service, it will notify you in time through text messages, emails, or websites so that you can make corresponding adjustments in time.
8. Business Availability
8.1 The company promises to you that the service availability of UMem cloud memory storage is 99.99%. If the service availability does not reach the commitment, compensation will be made according to the service compensation clause.
8.2 Definition of service availability: the probability of cloud service business available time for users 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 until the cloud service is restored to normal, with a statistical cycle based on a natural month, with less than a full month counted as a full month and in minutes. An availability of 99.99% means that the cloud service business available time for a single user every month should be at least 30 days*24 hours*60 minutes*99.99%= 43195.7 minutes, i.e., the maximum unavailable time per month is 30 days*24 hours*60 minutes*100%- 43195.7=4.3 minutes. The statistical unit of cloud service business unavailability is a single cloud memory storage instance. If the unavailable time of cloud service business reaches more than 1 minute, it is counted as a downtime and counted into the unavailable time. If the unavailable time is less than 1 minute, it is not be counted into the unavailable time.
9. Business Resource Allocation Ability
9.1 UMem instances support online upgrades and extensions, with units in GB, see the details of resource range and tariff on the order page display.
9.2 The number of cache instances can be expanded and reduced, with the unit in a number of instances, it can complete a 20% expansion of the total resources within 24 hours, and 100% expansion of the total resources within 2 days, with each time up to a 100% increase in capacity, with no minimum limit.
10. Fault Recovery Ability
10.1 Through a series of fault control systems such as fault monitoring, quick location, automation recovery, and notification, the fault recovery ability of the cloud service is ensured.
11. Performance Indicators of Cloud Memory Storage
11.1 You can purchase a single UMem instance that supports 1GB~5000GB.
11.2 Users can get a query capability of 4000QPS/GB.
12. Accuracy of Service Metering
12.1 UCloud Global has an accurate metering and billing system, and the billing method can be charged on a yearly, monthly, or hourly basis according to the agreement. UMEM specific billing standards are subject to the valid billing mode and price announced on the UCloud Global official website.
13. Exemption Clauses of UCloud Global
UCloud Global assumes no responsibility for service unavailability caused by the following reasons:
13.1 Caused by system maintenance after UCloud Global notifies customers in advance, including cutovers, repairs, upgrades, and simulated fault drills.
13.2 Caused by network or equipment failures or configuration adjustments outside the devices owned by UCloud Global.
13.3 Caused by customer’s application being hacked.
13.4 Caused by improper customer maintenance or confidentiality leading to loss or leakage of data, passwords, etc.
13.5 Caused by customer negligence or operations authorized by customers.
13.6 Caused by customers not following the product use document of UCloud Global or use suggestions.
13.7 Caused by the service being suspended or terminated due to customers violating the “UCloud Global User Agreement”, including service being suspended due to arrears, or the cloud memory storage being released, etc.
13.8 Caused by other force majeure factors. Force majeure and accidents refer to all objective circumstances such as normal equipment maintenance of information networks, failure of information network connections, failures of computers, communications, or other systems, power failures, wars, natural disasters, government actions, etc., which cannot be foreseen, unavoidable, and cannot be overcome.