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    Tencent Cloud Public IP Service Level Agreement

    Last updated: 2024-08-08 10:31:22
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      In order to use the Tencent Cloud Public IP Service (the “Service”), you shall read and comply with this Tencent Cloud Public IP Service Level Agreement (this “Agreement”, or this “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains, among others, the terms and definitions of the Service, Service Availability or success rate, compensation plan and disclaimer of liabilities. Please carefully read and fully understand each and every provision hereof, and the provisions restricting or disclaiming certain liabilities, or otherwise related to your material rights and interests, are in bold font or underlined or otherwise brought to your special attention.
      Please do not purchase the Service unless and until you have fully read, and completely understood and accepted all the terms hereof. By clicking “Agree”/ “Next”, or by purchasing or using the Service, or by otherwise accepting this Agreement, whether express or implied, you are deemed to have read, and agreed to be bound by, this Agreement. This Agreement shall then have legal effect on both you and Tencent Cloud, constituting a binding legal document on both parties. For the purposes of these Terms of Service, “Tencent Cloud” refers to the applicable Tencent entity as set forth in the Tencent Cloud Service Agreement.

      1. Terms and Definitions

      1.1 Tencent Cloud Public IP Service

      Refers to the public IP services, related technologies and network support services as provided on Tencent Cloud website at www.tencentcloud.com.

      1.2 Service Month(s)

      Refers to the calendar month(s) within the term of the Service purchased by you. For example, if you purchase the Service for a term of three months starting from March 17, there will be four (4) Service Months (the first Service Month from March 17 to March 31, the second from April 1 to April 30, the third from May 1 to May 31, and the fourth from June 1 to June 16). The Service Availability will be calculated separately for each Service Month.

      1.3 Total Number of Minutes within a Service Month

      Total Number of Minutes within a Service Month = the total number of days of the Service Month × 24 (hours) × 60 (minutes).

      1.4 Service Downtime Calculated in Minutes

      If all the data packets in the outbound direction of the public IP instance are discarded at the Tencent Cloud breakout gateway device within a certain minute, the Service of the public IP instance is deemed to be unavailable within such minute. The sum of the minutes that the Service of the public IP instance is unavailable within a Service Month shall be the Service Downtime Calculated in Minutes.

      1.5 Monthly Service Fee

      Refers to the total service fee you pay for a single public IP instance in a Service Month. If you pay for several Service Months at once, the Monthly Service Fee will be apportioned based on the number of Service Months purchased.

      2. Service Availability

      2.1 Calculation of Service Availability

      Service Availability for a single IP instance shall be counted and calculated on the basis of Service Months, as follows: Service Availability = (Total Number of Minutes within a Service Month - Service Downtime Calculated in Minutes) / Total Number of Minutes within a Service Month × 100%

      2.2 Service Availability Standard

      The Service Availability of the Service provided by Tencent Cloud shall be no less than 99.95% (“Service Availability Standard”). If the Service fails to meet the Service Availability Standard (except under circumstances as set forth in the Disclaimer of Liabilities), you may claim compensation in accordance with Article 3 of this Agreement. Assuming a month consists of 30 days, the time of a single instance to meet the Service Availability Standard in such Service Month shall be no less than 43178.4 minutes (= 30 days × 24 hours × 60 minutes × 99.95%), i.e., Service Downtime Calculated in Minutes shall be no more than 21.6 minutes (= 43200 minutes - 43178.4 minutes).

      3. Compensation Plan

      In respect of the Service, if the Service Availability fails to meet the Service Availability Standard, you will be entitled to compensations in accordance with the following terms:

      3.1 Standards of Compensation

      (1) Compensations will be made in the form of voucher by Tencent Cloud, and you should use the voucher by abiding the voucher usage rules (including usage period, etc., subject to the voucher usage rules published on Tencent Cloud official website). Such voucher cannot be converted into cash, and no invoice will be issued with respect thereof. The voucher may only be used to purchase the Service by using your Tencent Cloud account, and you cannot use the voucher to purchase other services of Tencent Cloud, nor should you give the voucher to a third party for consideration or for free.
      (2) If the Service Availability in a Service Month fails to meet the Service Availability Standard, the amount of compensation shall be calculated for such Service Month separately, and the aggregate amount shall be no more than the applicable Monthly Service Fee paid by you for such Service Month (the Monthly Service Fee referred to herein shall exclude the portion deducted by vouchers, coupons, service fee reduction or exemption, etc.).
      Service Availability in a Service Month
      Value of Compensational Voucher
      Less than 99.95% but is or higher than 99%
      10% of the Monthly Service Fee
      Less than 99% but is or higher than 95%
      25% of the Monthly Service Fee
      Less than 95%
      100% of the Monthly Service Fee

      3.2 Time Limit for Compensation Application

      (1) If the Service Availability in a Service Month fails to meet the Service Availability Standard, you may apply for compensation only through the Tencent Cloud ticket system under your relevant account after the fifth (5th) business day of the month immediately following such Service Month. Tencent Cloud will verify and ascertain your application upon receipt of such application. If there is any dispute over the calculation of the Service Availability for a Service Month, both parties agree that the back-end record of Tencent Cloud shall prevail.
      (2) You shall apply for compensation no later than the sixtieth (60th) calendar day following the end of the applicable Service Month in which the Service Availability fails to meet the Service Availability Standard. If you fail to make any application within such period, or make the application after such period, or make the application by any means other than that agreed herein, it shall be deemed that you have voluntarily waived your right to apply for such compensation and any other rights you may have against Tencent Cloud, in which case Tencent Cloud has the right to reject your application for compensation and not to make any compensation to you.

      4. Disclaimer of Liabilities

      If the Service is unavailable due to any of the following reasons, the corresponding Service Downtime shall not be counted towards Service Unavailability period, and is not eligible for compensation by Tencent Cloud, and Tencent Cloud will not be held liable to you:
      4.1 any system maintenance with prior notice by Tencent Cloud, including system cutover, maintenance, upgrade and malfunction simulation test;
      4.2 any failure or configuration adjustment of any network or equipment that is not attributable to Tencent Cloud;
      4.3 any attack on the Customer’s application program by hackers, including but not limited to failure to use the public network for the reason that the public IP is set to black hole status and washing status by Tencent Cloud in the event of a DDoS attack;
      4.4 any problems caused by back-end server abnormality;
      4.5 any loss or leak of data, passcode or password due to the Customer’s failure to properly safeguard the same;
      4.6 any negligence of the Customer or any operation authorized by the Customer;
      4.7 any failure of the Customer to abide by documentation or guidelines for using Tencent Cloud products;
      4.8 any force majeure event;
      4.9 any unavailability of the Service or failure to meet the Service Availability Standard due to any reason not attributable to Tencent Cloud;
      4.10 any other circumstances in which Tencent Cloud will be exempted or released from its liabilities for compensation or otherwise according to relevant laws, regulations, agreements or rules, or any relevant rules or guidelines published by Tencent Cloud separately;

      5. Miscellaneous

      5.1 The parties hereto acknowledge and agree that, for any losses incurred by you for the use of the Service due to any breach by Tencent Cloud, the aggregate liability of Tencent Cloud shall under no circumstance exceed the total Service Fees you have paid for the relevant Service which fails to meet the Service Availability Standard. If you have used the Service for more than 12 months, the total aggregate liability of Tencent Cloud shall not exceed the total Service Fees you have paid to Tencent Cloud for the Service which fails to meet the Service Availability Standard in the 12 months immediately preceding the date that event giving rise to the liability first occurred.
      5.2 Tencent Cloud shall be entitled to amend the terms of this Agreement as appropriate or necessary in light of changes in due course. You may review the most updated version of relevant Agreement terms on the Tencent Cloud website. If you disagree with such revisions made by Tencent Cloud to this Agreement, you have the right to cease using the Service; by continuing to use the Service, you shall be deemed to have accepted this Agreement as amended.
      5.3 As an ancillary agreement to the Tencent Cloud Service Agreement, this Agreement is of the same legal effect as the Tencent Cloud Service Agreement. In respect of any matter not agreed herein, you shall comply with relevant terms under the Tencent Cloud Service Agreement. In case of any conflict or discrepancy between this Agreement and the Tencent Cloud Service Agreement, this Agreement prevails to the extent of such conflict or discrepancy. (End)
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