Effective date：2024-02-21
Article 1 General Provisions
China Telecom (hereinafter referred to as "Party B", official website: https://www.esurfingcloud.com) provides Zettabyte Object Storage (ZOS) services (hereinafter referred to as this "Service") to the user (also referred to as the "Customer" or "Party A", together with the Party B or China Telecom referred to the “Parties”) in accordance with the provisions of this Service Level Agreement (also known as "SLA") and its operation rules as may be amended from time to time. Party B reserves the right to change the terms of the SLA at any time.
Party B shall provide a service availability of 99.99% or higher for Standard Storage Services and 99.99% or higher for Infrequently Accessed Storage Services.
The service availability rate is calculated separately based on the version, region and storage class per the Customer's ZOS.
Service cycle: a service cycle is a calendar month.
Valid requests: the requests received by the front-end service (API) of the ZOS, excluding the following types of requests:
(1) Requests failed (with HTTP status code 403) to pass ZOS identity verification and authentication and requests failed (with HTTP status code 403) due to account arrears;
(2) Requests initiated by the backend asynchronous processing of cross-region replication, operation tracking and lifecycle management;
(3) Requests for obtaining the bucket list;
(4) Requests initiated by hacker attacks on the Customer's applications.
Failed requests: the requests with HTTP status code 5XX, excluding the following types of requests:
(1) Requests with HTTP status code 503 Backoff;
(2) Failed requests by the backend asynchronous processing of cross-region replication, operation tracking and lifecycle management;
(3) Failed requests for obtaining the bucket list;
(4) Incorrect requests or unavailable services caused by reasonable upgrade, change, or suspension initiated by ZOS.
(5) Requests restricted by ZOS due to hacker attacks on the Customer's applications.
Error Rate Per Five Minutes: For different versions, regions and storage classes, the Error Rate Per Five Minutes is calculated as follows:
Error Rate Per Five Minutes = Total number of failed requests per five minutes/Total number of valid requests per five minutes * 100%.
The service availability is calculated separately based on the version, region and storage type (standard storage and infrequently accessed storage) of the ZOS under Party A's eSurfing Cloud Website account in a service cycle. If there are multiple buckets of the same region and storage type under this account, the service availability will be calculated collectively.
Service Availability Rate equals to 1 minus the average error rate and then multiplied by 100%. The average error rate is calculated by dividing the sum of Error Rate Per Five Minutes in a Service Cycle with the total number of five-minute cycles in the Service Cycle. The formula is as follows:
Service Availability Rate in each Service Cycle = (1 – ∑Error Rate Per Five Minutes in the Service Cycle/Total number of five-minute cycles in the Service Cycle) * 100%.
(Note: Total number of five-minute cycles in the Service Cycle = Total number of days in the Service Cycle * 24 (hours) * 12).
Credit method: In the event Party B does not meet the commitment on the Service Availability Rate specified in this SLA, Party A is entitled to claim Service Credits as specified in the SLA, which shall be the sole and exclusive compensation for any performance or availability issues for the Service under this SLA.
Time limit for claims: Party A may submit a Service Credit claim following the settlement of the invoices for each Service Cycle. The application must be filed within two (2) months after the end of the Service Cycle during which the service failed to meet the committed availability. Claims filed beyond the specified deadline will be considered ineligible. Party B will make a reasonable assessment of the application made by Party A and make a good faith decision on whether the service credit will be allowed based on this SLA.
Application method: Party A can submit a ticket through the User Center on eSurfing Cloud.
Product Type | Service Availability | Compensated Duration (Minutes) |
Standard Storage Service | 99.9%≤Service availability rate<99.99% | 4,320 |
95%≤Service availability rate<99.9% | 12,960 | |
Service availability rate<95% | 21,600 | |
Infrequently Accessed Storage Service | 99%≤Service availability rate<99.9% | 4,320 |
95%≤Service availability rate<99% | 12,960 | |
Service availability rate<95% | 21,600 |
Service Unavailability does not include unavailability of Party A's ZOS resulting from any of the following activities:
(1) Scheduled system maintenance, including cutover, repair, upgrade, or simulated failure exercises, for which Party B has provided prior notice to Party A;
(2) Non-Party B network failures, device faults, or configuration changes;
(3) Unavailability caused by Party A's application or installation activities;
(4) Party A's application program or data information attacked by hackers;
(5) Operations authorized by Party A or any Party A's misjudgment in operations;
(6) Loss or disclosure of data, including passphrases and passwords, due to improper maintenance or confidentiality by Party A;
(7) Unavailability caused by Party A's self-upgrading of the operating system;
(8) Unavailability caused by other non-Party B reasons;
(9) Unavailability resultant from force majeure events or unforeseen accidents; Force majeure or other accidents that are unforeseeable, insurmountable, and unavoidable and have significant impact on one party or both parties, including but not limited to natural disasters (such as floods, earthquakes, and plague epidemics) and social events (such as wars, strike, unrest, government actions, interruption of Telecom backbone lines, hackers, network congestion, technical change of telecommunications departments, and government policies).
Party B shall be exempt from liability for any breach of warranty caused by any of the aforementioned reasons. If one Party fails to perform this SLA in whole or in part due to force majeure, the other Party shall be notified in writing and the non-performing Party shall not be liable for the period and extent of non-performance of the affected terms of this SLA. Once the reasons for such exemption have been corrected and remedied, the Parties agree to use their best endeavors to resume the performance of this SLA.
This SLA takes effect and shall be observed from the date when the Customer applies for the ZOS. The date of termination shall be subject to the termination provisions of this SLA.