Intelligent Big Data Platform USDP Service Level Agreement
The UCloud Global Intelligent Big Data Platform USDP Service Level Agreement (hereinafter referred to as “this Agreement”) stipulates the general service level indicators and service considerations of the UCloud Global Intelligent Big Data Platform USDP service. This Agreement supplements the “UCloud Global User Agreement” and “Cloud Service Legal Statement and Privacy Terms”. By stamping, clicking to confirm on the web page, or in other ways (such as by ticking to agree to use the “UCloud Global User Agreement”) choose to accept this agreement, it means that you have reached agreement with our company and agree to accept all the agreed content of this agreement. If there is any inconsistency between the chapter stamped text and the network page click to confirm or other ways of choosing to accept the service term text, the chapter stamped text shall prevail. Before accepting this agreement, please read all the contents of this agreement carefully. After you read it, if you continue using Intelligent Big Data Platform USDP 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 Intelligent Big Data Platform USDP.
1. Persistence of Data Storage
1.1 The persistence of the Intelligent Big Data Platform USDP storage is 99.9999%. If the service persistence does not fulfill the commitment, compensation will be made according to the service compensation clause. If the user reduces the number of data replicas, they will not enjoy the service persistence commitment.
1.2 Definition of data storage persistence: the probability of keeping the data storage intact during the contract period. Persistence of 99.9999% which means that the probability of not losing data per month in the contract period for the user’s 1,000,000 bytes of data is 99.9999%, that is, there is only a possibility of losing 1 byte of data per month. The statistics are based on a natural month; less than one month is counted as one month.
2. Destructibility of Data
2.1 Upon your request to delete data or before disposal or resale of equipment, UCloud Global will completely delete all user data through advanced zeroing operations and it cannot be restored, and will demagnetize the scrapped hard drives. 2.2 The scenario of complete data deletion does not include UCloud Global retaining the data of users who have not renewed their subscription for 7 days after UCloud Global agrees, to prevent important data from being deleted if users cannot renew their subscription in time for some reasons.
3. Data Privacy
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 Intelligent Big Data Platform USDP is isolated by account, and the technology of network isolation ensures the invisibility of nodes and data between different users and cannot be accessed through the internal network.
4. Data Right to Know
4.1 You can see the name of the available zone where the Intelligent Big Data Platform USDP is located in the product control panel, and you can choose the available zone you need. For example, North China Available Zone B 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 the needs of government regulatory audits or cooperation with security forensics investigations, user data cannot be provided illegally to any third party without the customer’s consent. In order to guarantee your use of this service and constantly improve the service quality, we will record and keep your login and use of this service related log, and will not present user personal information data.
5. Business Audibility
5.1 According to the requirements of national laws and regulations, to cooperate with the regulatory review of government regulatory authorities, compliance or forensic investigation, etc., we can provide the relevant information of your business running on cloud services, such as the operation log of key components, operation record of operation and maintenance personnel.
6. Business Function
6.1 The service function of Intelligent Big Data Platform USDP provided to users is shown on the console.ucloud-global.com website for Intelligent Big Data Platform USDP service, and complete function introduction and operation instructions are shown in the product manual and help explanation.
6.2 If UCloud Global changes the version or function of the service, it will notify you in time through SMS, emails, or the website, so that you can make corresponding adjustment in time.
7. Business Availability
7.1 We promise to you that the availability of service of Intelligent Big Data Platform USDP is 99.95%. If the service availability does not reach the promise, compensation will be made according to the service compensation clause. If the user operates the Intelligent Big Data Platform USDP in a non-standard way, the service of non-standard operation components will not be committed to the above service availability.
7.2 Definition of service availability: Service availability is the probability of the available time of the user’s cloud service business in each month during the contract period, that is, actual available time/month (actual available time + unavailable time). Unavailable time is defined from the start of the user’s inability to use the cloud service to the end of the normal level of cloud service restoration. A natural month is the statistic cycle, less than one month is counted as one month, and it is counted in minutes. Availability of 99.95% means that the single user’s business available time per month should be at least 30 days24 hours60 minutes * 99.95% = 43178.4 minutes, that is, there can be up to 30 days24 hours60 minutes * 100% - 43178.4 = 21.6 minutes of unavailable time per month. The statistic unit of cloud service business unavailability is the component service provided on Intelligent Big Data Platform USDP. When the unavailable time of the component service reaches more than 1 minute, it is counted as one unavailable time and included in the unavailable time. If the unavailable time is less than 1 minute, it is not included in the unavailable time.
8. Fault Recovery Capability
8.1 Through a series of fault management systems such as fault monitoring, rapid positioning, automated recovery, and notification, we ensure the fault recovery capability of cloud services. Fault recovery methods include: disk replacement for disk failure, automatic recovery for component process crashes, and node migration.
8.2 When the operating environment of Intelligent Big Data Platform USDP is at risk of failure, users should be informed to migrate to avoid affecting user business.
8.3 When the unavailability of cloud services is caused by statistical or billing logic, the statistics billing can be temporarily off-line to prioritize customer business, and the system architecture design can support degradation to ensure business operations.
9. Disclaimers of UCloud Global
UCloud Global does not undertake any responsibility for the unavailability of services due to the following reasons:
9.1 Caused by system maintenance notified in advance by UCloud Global, including cutover, repairing, upgrading and simulated fault drills;
9.2 Caused by any network or equipment fault or configuration adjustment outside of the devices owned by UCloud Global;
9.3 Caused by the user’s application being attacked by hackers;
9.4 Caused by improper maintenance by the customer or improper confidentiality leading to loss or leakage of data, passwords, etc;
9.5 Caused by negligence or operations authorized by the customer;
9.6 Caused by customers not following UCloud Global product usage documents or usage suggestions;
9.7 Caused by customer violation of the “UCloud GlobalUser Agreement” resulting in service suspension or termination, including suspension of service or release due to arrears on Intelligent Big Data Platform USDP;
9.8 Faults caused by user usage problems, including but not limited to: improper configuration parameters, unreasonable resource usage, improper password management, improper setting of external network firewall, business logic Bug etc;
9.9 User faults caused by a bug in an open source component;
9.10 Other force majeure factors. Force majeure and accidents refer to all unforeseeable, unavoidable, and insurmountable natural and social phenomena and objective situations caused by normal equipment maintenance of information network, information network connection failure, computer, communication or other system failures, power failure, war, natural disasters, government acts etc.