This Service Level Agreement officially takes effect from November 1, 2023. Prior to that date, the previous version of the "COS Service Level Agreement" will be adhered to.
To use the Tencent Cloud Object Storage Service (hereinafter referred to as "the Service"), you need to read and comply with this Tencent Cloud Object Storage Service Level Agreement(this “Agreement” or “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains the terms associated with the Service and definitions of the Service, Service Availability and Service Availability Standard, Compensation and Disclaimer. Please be sure to carefully read and fully understand the provisions hereof. The limitation of liability and disclaimer clauses or other clauses which relate to your major rights and interests may be highlighted in bold or underlined for emphasis.
Please do not purchase the Service unless 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, and this Agreement will enter into force between you and Tencent Cloud (each a "Party" and collectively the "Parties") and become a legal instrument that is binding upon the Parties.
1. Terms and Definitions
1.1 Cloud Object Storage, COS
COS provides large-scale Web API storage services, where you can call HTTP RESTful APIs to upload, download, and manage data. It features automatic scaling and is available on a prepaid or postpaid basis.
1.2 Service Month(s)
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 (as defined below) will be calculated separately for each Service Month.
1.3 Error Rate per 5 Minutes
Error Rate per 5 Minutes is the ratio of the number of Failed Request(s) (as defined below) returned by COS to the number of Customer’s total request(s) in 5 minutes. It is calculated as follows:
1.4 Failed Request(s)
Refers to request(s) with error codes indicating server internal errors, including Internal Error (500 error) or Service Unavailable (503 error). However, the following situations are not included:
1. Requests generated by calling the GetService API to retrieve the bucket list.
2. Requests that are executed asynchronously on the backend due to the configuration of cross-region replication and lifecycle rules.
3. Requests that timeout in the process of mirroring back to the origin station.
4. Requests that timeout during the callback process.
5. Requests that timeout during the UDF process.
6. Requests that are rate-limited due to triggering frequency control
7. Failed requests due to COS upgrades, changes, downtime.
8. Requests made with unverified identity, failed authentication, or service suspension due to unpaid bills.
9. User requests to COS resulting from hacker attacks.
1.5 Monthly COS Service Fee
Monthly COS Service Fee refers to the charges incurred by a user's Tencent Cloud account for using Tencent Cloud Object Storage services, including storage capacity, data transfer, requests, data retrieval, or other storage management fees within a natural month.
2. Service Availability
2.1 Calculation Method for Service Availability
Cloud Object Storage calculates the service availability of different storage types based on account and region. For the same account in the same region, the service availability of storage buckets and objects of the same storage type will be calculated together. The service availability of Cloud Object Storage is calculated as follows:
(Note: Total Number of 5-minute units within Service Month(s) = total number of days within Service Month(s) × 24 (hours) × 12)
2.2 Service Availability Standard
You can upload, download and manage data through the API, SDK, console or customer tools provided by Cloud Object Storage. For different storage types, Tencent Cloud promises that the Service Availability of COS will not be lower than the following standards:
Storage type
Service Availability
STANDARD
99.99%
MAZ_STANDARD
99.995%
STANDARD_IA
99.90%
MAZ_STANDARD_IA
99.95%
COLD/ARCHIVE/DEEP_ ARCHIVE
99.00%
MAZ_COLD/MAZ_ARCHIVE
99.50%
INTELLIGENT_TIERING
The service availability varies with the storage tier. In the high-frequency access tier, it can be referenced to STANDARD; in the low-frequency access tier, it can be referenced to STANDARD_IA.
MAZ_INTELLIGENT_TIERING
The service availability varies with the storage tier. In the high-frequency access tier, it may refer to MAZ_STANDARD; in the low-frequency access tier, it may refer to MAZ_STANDARD_IA.
In the event that the service availability within service month(s) fails to meet the above standards (except in the case of Disclaimer of Liabilities Clauses), you can submit a claim for compensation in accordance with Section 3 of this Agreement.
3.Compensation Plan
If the service availability of the Service fails to meet the above standard, you may obtain compensation as specified below:
3.1 Compensation Standard
1. Tencent Cloud will compensate you by issuing vouchers, and you shall comply with the rules governing the use of vouchers (such as validity period, as specified in the rules applicable to vouchers published on Tencent Cloud's official website). Vouchers cannot be redeemed or invoiced for and may only be used by you for purchasing the Service rather than other Tencent Cloud services through your Tencent Cloud account. You shall not transfer or gift vouchers to any third parties.
2. If the Service fails to reach the service availability standard in a certain service month, the compensation amount will be calculated separately for that month. The total compensation amount will not exceed the corresponding monthly service fee you paid for that service month (excluding any fees deducted through vouchers, coupons, fee reductions, etc.).
Storage type
Service Availability for Service Month
Compensation voucher amount
STANDARD
Less than 99.99% but equal to or higher than 99.90%
10% of total Monthly COS Service Fee
Less than 99.90% but equal to or higher than 95.00%
30% of total Monthly COS Service Fee
Less than 95.00%
50% of total Monthly COS Service Fee
MAZ_STANDARD
Less than 99.995% but equal to or higher than 99.90%
10% of total Monthly COS Service Fee
Less than 99.90% but equal to or higher than 95.00%
30% of total Monthly COS Service Fee
Less than 95.00%
50% of total Monthly COS Service Fee
STANDARD_IA
Less than 99.90% but equal to or higher than 95.00%
30% of total Monthly COS Service Fee
Less than 95.00%
50% of total Monthly COS Service Fee
MAZ_STANDARD_IA
Less than 99.95% but equal to or higher than 99.00%
10% of total Monthly COS Service Fee
Less than 99.00% but equal to or higher than 95.00%
30% of total Monthly COS Service Fee
Less than 95.00%
50% of total Monthly COS Service Fee
COLD/ARCHIVE/DEEP_ARCHIVE
Less than 99.00% but equal to or higher than 95.00%
30% of total Monthly COS Service Fee
Less than 95.00%
50% of total Monthly COS Service Fee
MAZ_COLD/MAZ_ARCHIVE
Less than 99.50% but equal to or higher than 99.00%
10% of total Monthly COS Service Fee
Less than 99.00% but equal to or higher than 95.00%
30% of total Monthly COS Service Fee
Less than 95.00%
50% of total Monthly COS Service Fee
The compensation standards for INTELLIGENT_TIERING vary depending on the tier. When the INTELLIGENT_TIERING is in the high-frequency access tier, the compensation standards can be referenced to STANDARD. When it is in the low-frequency access tier, the compensation standards can be referenced to STANDARD_IA. When MAZ_INTELLIGENT_TIERING is in the high-frequency access tier, the compensation standards can be referenced to MAZ_STANDARD. When it is in the low-frequency access tier, the compensation standards can be referenced to MAZ_STANDARD_IA.
3.2 Time Limit for Claiming Compensation
(1) If the Service fails to reach the service availability standard in a certain service month, you may submit a claim for compensation only through the ticket system under your account after the fifth (5) business day of the month following such service month. Tencent Cloud will review your claim for compensation. In case of any dispute over the calculation of the service availability for a certain service month, the Parties agree that the records on the backend of Tencent Cloud shall apply.
(2) You shall submit any claim for compensation no later than sixty (60) natural days after the end of the service month in which the Service fails to reach the service availability standard. If you fail to submit a claim for compensation within such period, or if you submit a claim for compensation after such period, or if you submit a claim for compensation not pursuant to this Agreement, you will be deemed to have waived your claim for compensation and your other claims against Tencent Cloud, and Tencent Cloud shall have the right not to accept your claim for compensation or compensate you.
4. Disclaimer
TENCENT CLOUD SHALL NOT BE LIABLE TO YOU FOR ANY SERVICE UNAVAILABILITY RESULTING FROM ANY OF THE FOLLOWING, AND THE DURATION OF SERVICE UNAVAILABILITY SHALL NOT BE INCLUDED IN THE CALCULATION OF SERVICE UNAVAILABILITY OR THE COMPENSATION BY TENCENT CLOUD:
4.1 Any system maintenance or unavailability warnings with at least 7-day prior notice by Tencent Cloud.
4.2 Any failures caused by any networks, equipment or configurations that are not part of Tencent Cloud’s facilities.
4.3 Any failures caused by attacks or any other misconduct on Customer’s application interfaces or data.
4.4 Any failures caused by the Customer’s negligent authorization, incorrect operation, the Customer’s own equipment or third-party software or equipment.
4.5 Any failures caused by force majeure and accident.
4.6 The unavailability of the Service or the failure of the Service to reach the specified standard caused by any other reasons not attributable to Tencent Cloud.
4.7 Any other circumstances in which Tencent Cloud will be exempted or released from its liabilities for compensation or otherwise according to applicable laws, regulations, agreements or rules, or rules or guidelines published by Tencent Cloud separately.
5. Miscellaneous
5.1 The parties hereto acknowledge and agree that under any circumstances, if you incur losses due to Tencent Cloud's breach of contract while using this service, the total compensation for Tencent Cloud's breach of contract shall not exceed the total service fee you have already paid for the corresponding breach of service. If you have been using our service for more than 12 months, Tencent Cloud's total liability to you shall not exceed the total fees you paid to Tencent Cloud for using the service that did not meet the service availability standard during the 12 months prior to the first occurrence of the failure.
5.2 Tencent Cloud shall have the right to amend the provisions of this Agreement in due course or as necessary, and you can check the latest version of this Agreement on Tencent Cloud's official website. If you do not agree to such amendments, you shall have the right to stop using the Service. By continuing to use the Service, you acknowledge that you agree to the amended Agreement.
5.3 This Agreement shall constitute a supplementary agreement to and have the same legal force and effect as the Tencent Cloud Service Agreement. Any issues not covered by this Agreement shall be governed by the Tencent Cloud Service Agreement. In case of any conflict or inconsistency between the clauses hereof and those of the Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency. (End)
Note:
If you have questions about the calculation of availability, see the COS availability calculation example in General.
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