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    Cloud Database for MySQL Service Level Agreement

    最后更新时间：2024-06-19 17:20:17
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      To use the Cloud Database for MySQL (High Availability Version and Financial Version) Service (the “Service(s)”) provided by Tencent Cloud to customers, you shall read and comply with this Tencent Cloud Cloud Database for MySQL (High Availability Version and Financial Version) 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, data destructibility level indicators, 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 Cloud Database Service

      “Tencent Cloud Cloud Database Service” refers to the public cloud database services based on relational databases, distributed databases, time series databases, document databases, key-value databases, etc. provided by Tencent Cloud to meet the different needs of your various websites, applications and other scenarios. This Agreement is only applicable to instances of the High Availability Version and Financial Version of the Tencent Cloud Database, which adopt a one-master-multiple-slaves high-availability architecture, with real-time hot standby, and provide automatic downtime detection and automatic fault transfer, subject to the Services you purchase, and the service contents provided by Tencent Cloud..

      1.2 Service Month

      “Service Month” refers to each natural month included in the service term of the Services you purchase. 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 will be accounted separately for each Service Month.

      1.3 Service Unavailability

      If all customer attempts to establish a specified cloud database instance or continuous read and write requests fail within a minute, and this status lasts for 1 minute or above, the cloud database instance service is deemed unavailable within that minute.

      1.4 Unavailability Minutes for a Single Instance Service

      “Unavailability Minutes” for a single instance = Instance unavailability resolution moment - Instance unavailability start moment. Unavailable time are calculated in minutes. Unavailability Minutes exceeding 1 minute but less than 1 minute are calculated as 1 minute. For example, if the Unavailability Minutes are 1 minute and 1 second, they are calculated as 2 minutes. If the time to restore the business failure is less than 1 minute (that is, the instance unavailability does not last more than 1 minute), it is not counted in the Unavailability Minutes.

      1.5 Unavailability Minutes within a Service Month for a Single Instance Service

      “Unavailability Minutes within a Service Month” refers to the sum of the Unavailability Minutes in the Service Month.

      1.6 Total Minutes within the Service Month

      “Total Minutes within the Service Month” is counted as the total number of days within the Service Month × 24 (hours) × 60 (minutes).

      1.7 Monthly Service Fee

      “Monthly Service Fee” refers to the total amount of service fee consumed by you for a single instance in a Service Month, excluding the portion that has been purchased but not yet consumed. The Monthly Service Fee does not include fees deducted by vouchers, coupons, service fee reductions, etc.

      2. Service Guarantee Indicators

      2.1 Service Availability

      “Service Availability” is calculated based on a single instance as follows: Service availability = (1 - Unavailability Minutes for a Single Instance Service within a Service Month / Total Minutes for a Single Instance Service within the Service Month) * 100%

      2.2 Service Indicator Standard

      (1) Multi Availability Zone Deployment
      The Service Availability of the three-node multi availability zone service provided by Tencent Cloud shall not be less than 99.99%.
      The Service Availability of the dual-node multi availability zone service provided by Tencent Cloud shall not be less than 99.97%.
      (2) Single Availability Zone Deployment
      The Service Availability of the three-node single availability zone service provided by Tencent Cloud shall not be less than 99.97%.
      The Service Availability of the dual-node single availability zone service provided by Tencent Cloud shall not be less than 99.95%.
      If the above 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 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 month (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
      Service Type
      Service Availability within a Service Month
      Compensation Voucher Amount
      Three-Node Multi Availability Zone
      Less than 99.99% but equal to or higher than 99.00 %
      15% of Monthly Service Fee
      Less than 99.00% but equal to or higher than 95.00%
      30 % of Monthly Service Fee
      Less than 95.00%
      100% of Monthly Service Fee
      Dual-Node Multi Availability Zone/ Three-Node Single Availability Zone
      Less than 99.97% but equal to or higher than 99.00%
      15% of Monthly Service Fee
      Less than 99.00% but equal to or higher than 95.00%
      30 % of Monthly Service Fee
      Less than 95.00%
      100% of Monthly Service Fee
      Dual-Node Single Availability Zone
      Less than 99.95% but equal to or higher than 99.00%
      15% of Monthly Service Fee
      Less than 99.00% but equal to or higher than 95.00%
      30 % of Monthly Service Fee
      Less than 95.00%
      100% 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.

      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 the following information:
      (1) The instance ID for which the Service is unavailable.
      (2) Duration of Service Unavailability and other relevant evidence.

      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 the customer 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 third parties other than Tencent Cloud, such as hacker attacks or negligence of your third-party suppliers.
      4.4 The time consumed during the operation of cloud database instance under ultra-high performance (for the highest performance, refer to the performance documents of each product) when the response becomes slow, the system freezes, instance resources (i.e., CPU, memory, or IOPS) exceed the limit, or log replay (i.e., redo or recovery) occurs.
      4.5 Connection or read/write failure caused by cloud database instance arrears, incorrect password, improper security group configuration, different network types, or disk overuse.
      4.6 Unavailability caused by loss or leakage of data, passwords, or other credentials due to your improper maintenance or inadequate confidentiality.
      4.7 Unavailability due to incorrect operations caused by your negligence or operations authorized by you. For example, user-initiated restart, migration, etc.
      4.8 Unavailability due to your failure to follow the Tencent Cloud product usage documentation or usage recommendations.
      4.9 Unavailability or failure to meet the Service Availability Standard not attributed to Tencent Cloud.
      4.10 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.
      4.11 Unavailability due to other force majeure.

      5. Customer Obligations

      You shall not engage in any behavior that violates laws, regulations, or policies when using the Services. Once Tencent Cloud proactively discovers similar behavior or receives relevant complaints from a third party, Tencent Cloud has the right to suspend or terminate the Services at any time without assuming any liability. If Tencent Cloud suffers any losses as a result, you shall compensate for it.

      6. Miscellaneous

      6.1 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.
      6.2 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.
      6.3 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. 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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