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- Legal
- Terms of Service
- Privacy Policy
- Data Processing and Security Agreement
- Customer Security Assessment Policy and Guidelines
- Acceptable Use Policy
- Copyright Policy
- Notification Policy
- Service Specific Terms
- General Service Level Agreement
- Service Level Agreements
- Computing
- Container and Middleware
- Storage
- Database
- Networking
- CDN and Communication
- Media Services
- Security
- Big Data
- Data Analysis
- EMR Service Level Agreement
- ES Service Level Agreement
- Elastic MapReduce Serverless HBase Service Level Agreement
- Tencent Cloud TCHouse-C Service Level Agreement
- Tencent Cloud TCHouse-D Service Level Agreement
- CDW Service Level Agreement
- DLC Service Level Agreement
- Tencent Cloud WeData Service Level Agreement
- Data Analysis
- Face Recognition
- AI and Machine Learning
- Enterprise Applications
- Office Collaboration
- Industry Applications
- Developer Services
- DSA Single Point of Contact
- Information Requests Europe
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- Information Requests South-Korea
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To use the Tencent Cloud Elastic Cache Service (the “Service(s)”), you shall read and comply with this Tencent Cloud Elastic Cache Service Level Agreement (the “Agreement” or the “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains the terms and definitions of the Services, service availability/service success rate grade indicator, compensation plan, disclaimer, and other relevant contents. Please be sure to read and fully understand the terms and conditions of this Agreement. Limitations, disclaimers, and other terms involving your material rights and interests may prompt your attention in bold, underlined, etc.
Please do not purchase or use the Services unless you have thoroughly read, fully understood, and accepted all the terms of this Agreement. By clicking “Agree” or “Next”, or purchasing or using the Services, or accepting this Agreement in any other explicit or implicit manner, you are deemed to have read and agreed to be bound by this Agreement. This Agreement shall have legal effect between you and Tencent Cloud and shall become a legally binding document for both parties.
1. Terms and Definitions
1.1 Tencent Cloud Elastic Cache Service
“Tencent Cloud Elastic Cache Service” refers to the database service provided by Tencent Cloud that is compatible with Redis and Memcached protocols and is used to meet your business needs in caching and other scenarios, subject to the Services you purchased and the service content provided by Tencent Cloud.
1.2 Service Month
“Service Month” refers to each natural month included in the service term of the Services you purchase. For example, if you purchase the Services for three months, and the date of service opening is March 17, then four Service Months are included, of which the first Service Month refers to March 17 to March 31, the second Service Month refers to April 1 to April 30, the third Service Month refers to May 1 to May 31, and the fourth Service Month refers to June 1 to June 16. Service availability will be accounted separately for each Service Month.
1.3 Service Unavailability
If all your attempts to establish a connection with the purchased elastic cache instance fail within a minute, the Services of the elastic cache instance is deemed “Service Unavailability” within that minute.
1.4 Unavailability Minutes for a Single Instance
Unavailability Minutes for a Single Instance = instance unavailability resolution moment - instance unavailability start moment. Unavailable time are calculated in minutes. Unavailability Minutes exceeding 1 minute but less than 1 minute are calculated as 1 minute. For example, if the Unavailability Minutes are 1 minute and 1 second, they are calculated as 2 minutes. If the time to restore the business failure is less than 1 minute (that is, the instance unavailability does not last more than 1 minute), it is not counted in the Unavailability Minutes.
1.5 Unavailability Minutes within a Service Month
“Unavailability Minutes within a Service Month” refers to the sum of the Unavailability Minutes in the Service Month.
1.6 Total Minutes within the Service Month
“Total Minutes within the Service Month” is counted as the total number of days within the Service Month × 24 (hours) × 60 (minutes).
1.7 Monthly Service Fee
“Monthly Service Fee” refers to the total amount of service fee consumed by you for a single instance in a Service Month, excluding the portion that has been purchased but not yet consumed. The Monthly Service Fee does not include fees deducted by vouchers, coupons, service fee reductions.
2. Service Availability
2.1 Service Availability Calculation Method
“Service Availability” is calculated based on a single instance as follows: Service Availability = (1 - Unavailability Minutes for a Single Instance within a Service Month / Total Minutes for a single instance within the Service Month) * 100%
2.2 Service Availability Standard
Tencent Cloud provides the following Service Availability Standard (the “Service Availability Standard”): Service Availability of a single availability zone deployment in the same region shall not be less than 99.95%; Service Availability of multiple availability zones in the same region, and when the number of replicas (excluding the primary node) is greater than or equal to 2, shall not be less than 99.99%; for cache services deployed to multiple availability zones in multiple regions of Tencent Cloud through global replication, and the number of replicas of a single global replication instance (excluding the primary node) is greater than or equal to 2, and the primary instance role is enabled for all cache instances in the replication group, the Service Availability shall not be less than 99.999% (in this case, the time of service unavailability will be calculated according to the actual unavailability time, even if the duration of such unavailability is less than 1 minute). If the Service Availability Standard is not met (excluding cases covered by disclaimers), you shall be entitled to compensation in accordance with Article 3 of this Agreement.
3. Compensation Plan
For the Services, if the Service Availability is lower than the Service Availability Standard, you shall be entitled to compensation as per the following terms:
3.1 Compensation Standard
(1) Compensation will be provided in the form of vouchers issued by Tencent Cloud, and you must comply with vouchers usage rules (including usage period, etc., subject to the voucher-related rules published on the website of Tencent Cloud). The vouchers issued cannot be exchanged for cash, or be accompanied by invoices. Such vouchers can only be used to purchase the Services through your corresponding Tencent Cloud account, and cannot be used to purchase other services provided by Tencent Cloud. The vouchers cannot be transferred or gifted, etc.
(2) If the Service Availability Standard is not met in a Service Month, the compensation will be calculated separately according to the corresponding Service Month, and the total amount of compensation shall not exceed the corresponding Monthly Service Fee paid by you for the Services for the respective Service Month (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
If there is a cache service deployed in a single available zone in the same region of Tencent Cloud, the following service levels and service credits apply to the use of the cache service by these customers:
Service Availability for the Service Month | Compensation Voucher Amount |
Less than 99.95% but equal to or higher than 99% | 10% of Monthly Service Fee |
Less than 99% but equal to or higher than 95% | 30% of Monthly Service Fee |
Less than 95% | 100% of Monthly Service Fee |
If there is a cache service deployed in multiple availability zones in the same region of Tencent Cloud, and the number of replicas (excluding the primary node) is greater than or equal to 2, the following service levels and service credits apply to the use of the cache service by these customers:
Service Availability for the Service Month | Compensation Voucher Amount |
Less than 99.99% but equal to or higher than 99.95% | 10% of Monthly Service Fee |
Less than 99.95% but equal to or higher than 99% | 30% of Monthly Service Fee |
Less than 99% | 100% of Monthly Service Fee |
If there is a cache service that is deployed to multiple availability zones in multiple regions of Tencent Cloud through global replication, and the number of replicas of a single global replication instance (excluding the primary node) is greater than or equal to 2, and the primary instance role is enabled for all cache instances in the replication group, the following service levels and service credits apply to the use of the cache service by these customers:
Service Availability for the Service Month | Compensation Voucher Amount |
Less than 99.999% but equal to or higher than 99.99% | 10% of Monthly Service Fee |
Less than 99.99% but equal to or higher than 99.95% | 30% of Monthly Service Fee |
Less than 99.95% | 100% of Monthly Service Fee |
3.2 Time Limit for Claims
(1) If the Service Availability Standard is not met in a Service Month, you may claim for compensation only through the work order system of your corresponding account after the fifth (5th) business day of the month following the end of the corresponding Service Month in which the Service Availability Standard is not met. Tencent Cloud will conduct verification after you have filed the claim for compensation. In case of a dispute between the parties regarding the calculation of the Service Availability in the Service Month, both parties agree that Tencent Cloud’s backend records shall ultimately prevail.
(2) The latest deadline for you to file a claim for compensation shall not exceed sixty (60) calendar days after the end of the corresponding Service Month that the Service Availability Standard is not met. If you fail to file a claim for compensation within the aforesaid period, or file a claim after the aforesaid period, or file a claim in a manner other than that agreed in this Agreement, it shall be deemed that you have automatically waived your right to demand compensation and any other claims against Tencent Cloud, and Tencent Cloud reserves the right to decline your claim for compensation and shall not be liable for any compensation or indemnification to you.
3.3 Compensation Application Materials
If you believe that the Service does not meet the Service Availability Standard, you may initiate a claim for compensation within the time limit set forth in this Agreement. Your claim must be accompanied by at least the following information:
(1) The instance ID for which the Service is unavailable.
(2) The duration of Service Unavailability and relevant evidence. It is recommended to provide screenshots of traffic indicators on the Tencent Cloud Observability Platform.
4. Disclaimer
For Service Unavailability caused by the following reasons, the corresponding Service Unavailability time does not fall within the scope of the calculation of Service Unavailability and Tencent Cloud’s compensation, and Tencent Cloud shall not be responsible for you:
4.1 Normal maintenance notified in advance by Tencent Cloud, such as planned downtime for cutover, upgrade, drill, etc.
4.2 Unavailability due to network or equipment failure or configuration adjustment other than that of Tencent Cloud equipment.
4.3 Unavailability due to third parties other than Tencent Cloud, such as hacker attacks or negligence of your third-party suppliers.
4.4 The elastic cache instance responds slowly and the system freezes under ultra-high-performance pressure.
4.5 Unavailability due to your usage exceeds the specifications provided by the product (such as the number of network connections, memory capacity, etc.).
4.6 System unavailability due to isolation of Services due to arrears.
4.7 Unavailability due to the loss or leakage of data, passwords, etc. caused by your improper maintenance or improper confidentiality.
4.8 Unavailability due to incorrect operations caused by your negligence or operations authorized by you.
4.9 Unavailability or failure to meet the Service Availability Standard not attributed to Tencent Cloud.
4.10 The circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud that Tencent Cloud can exempt from any liability or release of compensation liability, etc.
4.11 Unavailability due to other force majeure.
5. Miscellaneous
5.1 The parties acknowledge and hereby agree that under no circumstances shall Tencent Cloud’s compensation liability for breach of contract in aggregate exceed the corresponding service fees you have paid for the defaulted Services if you suffer damages due to Tencent Cloud’s breach of contract during your use of the Services.
5.2 Tencent Cloud reserves the right to modify this Agreement when appropriate or necessary according to any changes. You can refer to the relevant contents in the latest version on the website of Tencent Cloud. If you do not agree with Tencent Cloud’s modification to this Agreement, you have the right to stop using the Services. If you continue to use the Services, you shall be deemed to have accepted the modified Agreement.
5.3 This Agreement, as an ancillary agreement of Tencent Cloud Service Agreement, shall have the same legal effect as Tencent Cloud Service Agreement. You shall comply with the provisions in Tencent Cloud Service Agreement for matters not specified in this Agreement. In the event of a conflict or inconsistency between the terms of this Agreement and Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency. (End)
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