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DocumentationTerms and PoliciesLegalService Level AgreementsDeveloper ServicesCloud Resource ManagementTCSAS Service Level Agreement
TCSAS Service Level Agreement
Last updated: 2025-04-02 11:38:36
To use the Tencent Cloud Super App as a Service Service (the “Service(s)”), you shall read and comply with this Tencent Cloud Super App as a Service 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 plans, disclaimers, 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 Super App as a Service Services (“TCSAS”)
Tencent Cloud Super App as a Service originates from Tencent's mini program technology framework and fully complies with the development specifications and standards of WeChat mini programs. TCSAS can not only assist enterprises in deploying mini programs to their own Super Apps but also provide them with the closed-loop capability to establish their own mini program ecosystem. The specific details subject to the Service you purchase and the Service contents provided by Tencent Cloud.
1.2 Service Year
“Service Year” refers to one year starting from the date of service activation. For example, if the Services are activated on March 17th of the current year, then the Service Year is from March 17th of the current year to March 16th of the following year.
1.3Total Service Minutes in The Service Year
“Total Service Minutes in The Service Year” = number of days in the Service Year * 24 (hours) * 60 (minutes).
1.4 Service Unavailability Time (Calculated in Minutes)
Within a certain continuous minute, when your account accesses the TCSAS functions provided by the Mini Program Platform, such as checking for updates, mini program release, mini program download, mini program management, etc., and the Service interface continues to fail requests, then this minute is counted as “Service Unavailability Time”, and any time less than 1 minute is not counted as Service Unavailability Time.
2. SERVICE AVAILABILITY/SERVICE SUCCESS RATE
2.1 Calculation of Service Availability/Service Success Rate
“Service Availability” = (1 - Service Unavailable Minutes in the ServiceYear/ Total Service Minutes in the Service Year) × 100%
2.2 Service Availability Standard/ Service Success Rate Grade Indicator
The Service Availability of the Services provided by Tencent Cloud shall not be less than 99.9% (the “Service Availability Standard”). 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. If the Service Availability we promise is 99.9%, the availability time of the Service in a Service Year should be 365 (days) × 24 (hours) × 60 (minutes) × 99.9% = 525074.4 minutes, that is, the Service Unavailability Time within a Service Year shall not exceed 8 hours and 46 minutes.
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, with the website address being (https://www.tencentcloud.com/document/product/555/10870)).
(2) If the Service Availability Standard in this Agreement is not met in a Service Year, the compensation will be calculated according to the Service Unavailability Time, and the total amount of compensation shall not exceed the corresponding annual service fee paid by you for the Services for the respective Service Year (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
Service availability for the Service Year | Compensation Voucher Amount |
Less than 99.9% but equal to or higher than 99% | 10% of Yearly Service Fee |
Less than 99% but equal to or higher than 95% | 25% of Yearly Service Fee |
Less than 95% | 100% of Yearly Service Fee |
3.2 Time Limit for Claims
(1)If the Service Unavailability Time exceeds the Service Availability Standard, which is 8 hours and 46 minutes, you may claim for compensation through the work order system of your corresponding account. Tencent Cloud will conduct verification after you have filed the claim for compensation. If compensation for service unavailability has already been made within the Service Year, and new compensation applications are still within the same tier, no duplicate compensation will be made. In case of a dispute between the parties regarding the calculation of the service availability within the Service Year, 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 Year 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 Materials for Claims
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 your user ID and the order ID for purchasing the Service.
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 Unavailability due to system maintenance after Tencent Cloud notifies you in advance, including cutover, repair, upgrade and simulated fault drill.
4.2 Unavailability due to any network, equipment failure or configuration adjustment other than the network and equipment of Tencent Cloud.
4.3 Unavailability due to your application interface or data being attacked or suffering from any failure caused by other improper behavior.
4.4 Unavailability caused by loss or leakage of data, passwords, or other credentials due to your improper maintenance or inadequate confidentiality.
4.5 Unavailability due to failures caused by your negligent authorization, incorrect operation, your own equipment or third-party software or equipment.
4.6 Unavailability due to your failure to follow the Tencent Cloud product usage documentation or usage recommendations.
4.7 Unavailability not attributed to Tencent Cloud.
4.8 Service request failures, Service suspensions or terminations due to your violation of the Tencent Cloud Service Agreement, the terms of the Services, usage rules of this Services, etc.
4.9 The circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud, which exempt Tencent Cloud from any liability or release Tencent Cloud from compensation liability, etc.
5. MISCELLANEOUS
5.1 The parties confirm and acknowledge that in any case, if you suffer losses due to Tencent Cloud's breach of contract during the use of this Service, the total amount of Tencent Cloud's breach of contract compensation shall not exceed the total service fee corresponding to the corresponding breach of contract service that you have already paid. If the Service period of your use of this Service exceeds 12 months, Tencent Cloud's maximum compensation liability shall not exceed the total amount of fees you have paid to Tencent Cloud for this Service in the 12 months prior to the occurrence of the damage (for the avoidance of ambiguity, this fee refers to the actual cash you have paid for using this Service, excluding vouchers, prepaid but not actually consumed fees, etc.).
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. For matters not specified in this Agreement, you shall comply with the provisions of the 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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