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DocumentationTerms and PoliciesLegalService Level AgreementsMedia ServicesMedia ServicesTencent Real-time Teleoperation Service Level Agreement
Tencent Real-time Teleoperation Service Level Agreement
Last updated: 2025-03-26 20:43:18
Tencent Real-time Teleoperation Service Level Agreement
Last updated: 2025-03-26 20:43:18
To use the Tencent Real-time Teleoperation Service (the “Service(s)”), you shall read and comply with this Tencent Real-time Teleoperation 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 Real-time Teleoperation Service
The Tencent Real-time Teleoperation Service provided by Tencent Cloud is aimed at remote control scenarios such as autonomous driving assistance, high-risk/harsh environment operations, online and offline operations, and provides users with the real-time audio and video transmission, status interaction, and control synchronization capabilities required for control, making it convenient for users to quickly build control applications and manage related equipment.
1.2 Service Month
A natural month is considered as a “Service Month”. If it is less than a month, the Service Month is calculated from the actual use day to the last day of the month. For example, if you start using the Services on March 19, the first Service Month is from March 19 to March 31. Service Availability is calculated separately according to the Service Month.
1.3 Monthly Service Fee
“Monthly Service Fee” refers to the total amount of service fee actually consumed by you in a Service Month.
If you purchase multiple prepaid packages at one time, the Monthly Service Fee will be based on the actual consumption in the Service Month, excluding the purchased but unconsumed portion.
If you purchase an annual subscription, the Monthly Service Fee is calculated by averaging the annual fee to each month.
1.4 Unavailable Minutes within the Service Month
In a minute, only if you continue to fail to operate through the Tencent Real-time Teleoperation API or console page operation attempts, the minute will be counted as “Unavailable Minutes” within the Service Month. If you succeed in all or part of the API or page operation attempts in a minute, the Services are deemed to be available in that minute and will not be counted as Unavailable Minutes within a Service Month. The sum of the Unavailable Minutes within a Service Month is the “Unavailable Minutes within the Service Month”.
1.5 Total Service Minutes within the Service Month
“Total Service Minutes within the Service Month” is calculated as number of days in the Service Month × 24 (hours) × 60 (minutes).
2. Service Availability
2.1 Calculation of Service Availability
“Service Availability” = (1 - Unavailable Minutes within a Service Month / Total Service Minutes within the Service Month) × 100%
2.2 Service Availability Standards
The Service Availability of the Services provided by Tencent Cloud shall not be less than 99% (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.
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 of the Services in this Agreement 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. (the Monthly Service Fee here excludes the fees deducted by vouchers, coupons, service fee reductions, etc.).
Service Availability within the Service Month | Compensation Voucher Amount |
Less than 99% but equal to or higher than 98% | 10% of Monthly Service Fee |
Less than 98% but equal to or higher than 97% | 20% of Monthly Service Fee |
Less than 97% | 50% 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.
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 the user’s own fault.
4.2 Unavailability due to the user’s negligence or operations not authorized by the user.
4.3 Unavailability due to the loss or leakage of data, passwords, etc. caused by improper maintenance or confidentiality of the user.
4.4 Unavailability due to the user’s website, application or data information being attacked by hackers.
4.5 Unavailability due to the user failing to follow the product usage documentation or usage recommendations of the Tencent Real-time Teleoperation.
4.6 Unavailability due to the user experiences a large-scale sudden increase in traffic (including concurrent upstream traffic or concurrent subscription traffic) and fails to inform Tencent Cloud 3 working days in advance by submitting a work order or contacting the business manager.
Large-scale sudden growth includes the following two scenarios:
When the daily concurrent number is less than 10,000, the maximum concurrent number on the day suddenly exceeds 10,000.
When the daily concurrent number is greater than 10,000, the sudden concurrent number is greater than 30%.
4.7 The SDK adjusts the effects of some interface calls to solve issues such as interface compatibility and logic adjustment (including but not limited to policy modifications for non-standard usage, optimization of error logic, etc.), and when users access the updated SDK version, due to the lack of verification testing of the corresponding functions before going online, the original functional performance of the online application is inconsistent with the old version or the application crashes.
4.8 Unavailability due to the users using Tencent Cloud’s non-official website to publicly test-operate products, functions, and permissions.
4.9 Unavailability due to user content violations or other compliance issues, including but not limited to pornography, gambling, drugs and fraud information.
4.10 Unavailability that Tencent Cloud inform users in advance of announcements due to major events or promotions.
4.11 Unavailability due to system maintenance caused by Tencent Cloud after notifying you in advance, including cutover, repair, upgrade and simulated failure drills.
4.12 Unavailability due to any network or equipment failure or configuration adjustment other than Tencent Cloud equipment.
4.13 Unavailability due to force majeure and unexpected events.
4.14 Service Unavailability or failure to meet the service standard due to reasons not attributable to Tencent Cloud.
4.15 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.
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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