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    Load Balancer Service Level Agreement

    最后更新时间：2024-11-29 17:08:00
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      To use the Tencent Cloud Load Balancer (including Cloud Load Balancer and Gateway Load Balancer) Service (the “Service(s)”), you shall read and comply with this Tencent Cloud Load Balancer 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 level 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.

      1. Terms and Definitions

      1.1 Tencent Cloud Load Balancer Service

      “Cloud Load Balancer , CLB” refers to the traffic distribution service provided by Tencent Cloud, which allows you to expand the system's service capabilities and eliminate single points of failure through load balancing. Please refer to the services you purchased and the services provided by Tencent Cloud for specific details.
      “Gateway Load Balancer , GWLB” is a load balancing system that operates at the network layer. GWLB instances can help customers deploy, scale, and manage third-party virtual devices such as firewalls, intrusion detection and prevention systems, analytics, visibility, etc., with simpler operations and stronger security.

      1.2 Single Instance

      “Single Instance” refers to a load balancing instance with a unit quantity of 1. Service availability is calculated based on Single Instance.

      1.3 Monthly Total Minutes of the Single Instance Service

      Monthly Total Minutes of the Single Instance Service are calculated as total number of days in a Single Instance within the Service Month × 24 (hours) × 60 (minutes).

      1.4 Instance Unavailability

      When a load balancing instance with forwarding rules is set up and all connections established between the client and the specified load balancing instance fail, and this state persists for more than 1 minute, it is considered that the load balancing instance is unavailable within that minute.

      1.5 Single Instance Service Unavailability Minutes

      “Single Instance Service Unavailability Minutes” = Instance Unavailability resolution moment - Instance Unavailability start moment. Unavailable time is calculated in minutes, and any time less than 60 seconds is calculated as 1 minute. For example, if the unavailable minutes are 1 minute and 1 second, the single instance unavailable minutes will be calculated as 2 minutes. If the recovery time from business failure is less than 1 minute (i.e. the duration of instance unavailability does not exceed 1 minute), it will not be counted as unavailable minute.

      1.6 Monthly Unavailability Minutes

      Accumulate the Single Instance Service Unavailability Minutes in each service month to obtain the “Monthly Unavailability Minutes”.

      1.7 Service Month

      refers to each natural month included in the service term of the Services you purchased. 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 is calculated separately by each Service Month.

      1.8 Monthly Service Fee

      “Monthly Service Fee” refers to the total service fee you pay for a Single Instance in a Service Month, excluding the portion that has been purchased but not consumed. Monthly Service Fee does not include the fee deducted by vouchers, coupons, service fee reductions, etc.

      1.9 Data Storage Persistence

      Not Applicable.

      1.10 Data Destructibility

      Not Applicable.

      1.11 Data Portability

      Not Applicable.

      1.12. Data Privacy

      Not Applicable.

      1.13. Right to know data

      Tencent Cloud promises that you can see the name of the region where the load balancing is located in the product console, and you can choose the region you need. For example, Beijing is located in the Beijing area of China.
      Except for the needs of government regulatory audits, all data will not be provided to any third party without your consent. All your data in Tencent Cloud's data center in Chinese Mainland will not be stored in overseas data centers, nor will it be used for overseas business or data analysis.
      The data you store must comply with Chinese laws and regulations, and it is prohibited to store content related to terrorism, violence, and unhealthy content. In order to improve the service experience, Tencent Cloud services have automatic data backup function in addition to the backup of your data. The backup strategy is detailed in the relevant technical documents. The backup data is stored in the same data center as the source data by default. Except for statistical analysis of product operation status for Tencent Cloud, your behavior logs will not present your personal information data to the public.

      1.14 Data Auditability

      In accordance with the requirements of existing laws and regulations, in order to cooperate with the supervision of government regulatory departments or the criminal investigation, security and evidence collection investigations by judicial organs, and subject to compliance with procedures and completion of formalities, Tencent Cloud will provide users with relevant information on the load balancing, including operation logs of key components, operation records of operation and maintenance personnel, user operation records and other information.

      1.15 Service Functionality

      Tencent Cloud Load Balancer includes the relevant functions displayed in the product console. For a complete introduction and operation instructions, please refer to the user manual (Cloud Load Balancer and Gateway Load Balancer).
      If there is a change in the version or function of the Services, we will promptly notify you through SMS, email, or internal messaging, so that you can make corresponding adjustments in a timely manner.

      1.16 Service Resource Allocation Capabilities

      Tencent Cloud Load Balancer provides multiple configurations, and users can purchase different instances according to their needs.

      1.17 Fault Recovery Capability

      Our service team provides you with 7 * 24-hour technical support services, including online work orders and hotline support. At the same time, we have a series of emergency response mechanisms such as comprehensive fault monitoring, automatic alarm, rapid positioning, and rapid recovery.

      1.18 Network Access Performance

      Tencent Cloud covers more than 20 data centers and more than 50 availability zones worldwide, with edge availability zones in major provincial capitals across the country. Leveraging its global data center network and high-quality data center connectivity, Tencent Cloud provides users with a rich range of network solutions. When users access Tencent Cloud Load Balancer Services, they can independently choose the bandwidth billing method and the public network exit bandwidth for each instance. The range of bandwidth for different billing methods varies, and the actual bandwidth is based on the bandwidth purchased by the user. BGP (Multi Line) network covers multiple network operators, including China Mobile, China Telecom, and China Unicom, ensuring the quality of network access for users.

      1.19 Service Measurement Accuracy

      Tencent Cloud Load Balancer Services provides prepaid and postpaid billing models, with accurate and transparent metering and billing systems. It is based on the actual usage of Load Balancer and provides monthly consumption lists according to user needs.

      2. Service Availability

      2.1 Service Availability Calculation Method

      Service Availability = (total minutes of Single Instance Service within a Service Month - Single Instance Service Unavailability Minutes) / total minutes of Single Instance Service within a Service Month × 100%

      2.2 Service Availability

      Product Type
      Service Availability Standard
      Explanation
      Domain Name-based Public Network CLB
      Gateway Load Balancer
      99.99%
      Assuming that the current month is 30 days, the available time for a Single Instance Service cycle should be 30 days * 24 hours * 60 minutes * 99.99%=43195.68 minutes, resulting in an unavailable time of 43200-43195.68=4.32 minutes.
      Non-domain Name-based Public Network CLB
      Private Network CLB
      99.95%
      Assuming that the current month is 30 days, the available time for a Single Instance Service cycle should be 30 days * 24 hours * 60 minutes * 99.95%=43178.4 minutes, resulting in an unavailable time of 43200-43178.4=21.6 minutes.
       If the foregoing Service Availability is not met (excluding cases covered by disclaimers), you shall be entitled to compensation in accordance with Section

      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 Standards
      （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 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 (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
      Domain Name-based Public Network CLB and Gateway Load Balancer
      Service Availability within a Service Month
      Compensation Voucher Amount
      Less than 99.99% but equal to or higher than 99%
      10% of monthly service fee
      Less than 99% but equal to or higher than 95%
      25% of monthly service fee
      Less than 95%
      100% of monthly service fee
      Non-domain Name-based Public Network CLB and Private Network CLB
      Service Availability within a 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%
      25% of monthly service fee
      Less than 95%
      100% of monthly service fee
      3.2 Time Limit for Claims
      （1）If the Service Availability Standard of the Single Instance 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 Any network, device failure or configuration adjustment caused by devices other than those belonging to Tencent Cloud.
      4.2 The customer’s application was hacked and caused.
      4.3 Improper customer maintenance or confidentiality resulting in loss or leakage of data, passwords, passwords, etc.
      4.4 Customer negligence or actions authorized by the customer.
      4.5 Problems caused by customers not configuring backend servers or backend server anomalies.
      4.6 Problems caused by customers not following Tencent Cloud product usage documentation or recommendations.
      4.7 force majeure, including without limitation natural disasters such as earthquakes, floods, epidemics, as well as social events such as wars, riots, government actions, interruptions of telecommunications backbone lines, hackers, network blockages, technical adjustments by telecommunications departments, and government regulations.
      4.8 Server suspension or termination due to customer violation of the Tencent Cloud Service Agreement, including but not limited to suspension or release of Load Balancer Instances due to unpaid fees.
      4.9 Short service interruption caused by Tencent Cloud’s normal maintenance and upgrade of Load Balancer as described in the Tencent Cloud Service Agreement.
      4.10 Service unavailability or non-compliance caused by reasons other than Tencent Cloud.
      4.11 Situations where Tencent Cloud can be exempted from liability, compensation liability, etc. as described in relevant laws and regulations, agreements, rules, or rules separately published by Tencent Cloud.

      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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