Service Level Agreement

This Service Level Agreement (this “SLA”) is an integral part of your Yisu Cloud Customer Agreement (the “Customer Agreement”). Capitalized terms used in this SLA are as defined in the Customer Agreement unless otherwise stated in this SLA. Should there be any difference between this SLA and the Customer Agreement, this SLA shall prevail.
Yisu Cloud may modify the terms of this SLA from time to time, and this SLA is still effective for the period you already purchased; however, if you extend your period, the modified SLA will apply. If you disagree with the modified SLA, you may cease using the Services.

General Terms

1. Definitions

“Service Cycle” means a natural month.
“Total Time of Service Cycle” means the total minutes during every Service Cycle.
“Service Unavailable” will be defined for each Service in the Service Specific Terms thereafter. Service Unavailable does not include the situation that Cloud Service is unavailable due to the disclaimers described blow and disclaimers in the following service specific terms.
“Service Unavailable Duration” means all the time when the Service is unavailable during a Service Cycle. If the duration is less than one month, it is still regarded as one month. Service Unavailable Duration cannot be calculated more than once. Every Service Unavailable Duration cannot be calculated again after the compensation being applied for.
“Service Availability” means during a Service Cycle, the service available percentage per Service Cycle achieved by the Cloud Service given in this SLA.
“Monthly Service Fee” means service fees paid by customers for the Services in a Service Cycle. For example, if the customer pays the service fee of several months at a time, the Monthly Service Fee is calculated as the total service fees paid divided by the total number of month.

2. Service Credit

Service Credit: In the event Yisu Cloud does not meet the commitment on the Service Availability Rate specified in this SLA, you will be eligible to receive service credit as described below, which is the sole and exclusive remedy for any performance or availability issues for any Services under the Customer Agreement and this SLA.
Time limit for application: you can apply for service credit in each Service Cycle after the bill are settled. The application must be filed within two (2) months after the end of the Service Cycle in which the incident that’s the subject of the claim occurred. Applications beyond the time limit will not be accepted. Yisu Cloud will make a reasonable assessment of all information provided to us and make a good faith decision on whether the service credit is owned.
Application method: you can contact Yisu Cloud customer service, which is available at https://www.yisu.com/intl.

3. Disclaimers

This SLA does not apply to any performance and availability issues:
a. caused by force majeure;
b. that arise during the period when your Services are suspended or terminated according to the Customer Agreement;
c. caused by you or any third party;
d. caused by daily service maintenance;
e. that arise due to your failure to comply with the operation guidance of the Services;
f. caused by a serious problem of the network operator.

Service Specific Terms

Elastic Cloud Computing (ECC)

1. Definitions

Single Elastic Cloud Server Unavailability means the Elastic Cloud Server (ECC) system log shows that ECC was inaccessible for one (1) or more consecutive minutes because of Yisu Cloud.
Multi-Availability Zone Service Unavailability in One Region means the Elastic Cloud Server (ECC) system log shows that ECC in multi-availability zones in one region was inaccessible for one (1) or more consecutive minutes because of Yisu Cloud.

2. Disclaimers

This SLA does not apply to any performance or availability issues:
1) Data kept by local disks, for example, the data of disk-intensive, ultra-high I/O and/or GPU-accelerated ECC stored in a local disk may be lost due to the damage of that disk.
2) Caused by your operations such as stopping or restarting ECC instances or detaching cloud disks on the console, through APIs, at the command-line interface (CLI), or by other means.

3. Service Availability

Service Availability Rate in each Service Cycle calculation formula:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration) / Total Time of Service Duration * 100%
Service Availability Rate commitment:
Yisu Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of Single Elastic Cloud Server Unavailability per Service Cycle no less than 99.975%; Multi-Availability Zone Service Unavailability per Service Cycle no less than 99.995%.

4. Service Credit

If we fail to meet the commitment above on ECC Service availability rate, Yisu Cloud will provide you with the below service credit:

Single Elastic Cloud Server:

Multi-Availability Zone Service Unavailability in One Region

Elastic Load Balance (ELB)

1. Definition

Service Unavailability means the ELB system log shows that ELB was inaccessible for one or more consecutive minutes or ELB failed to distribute the traffic because of Yisu Cloud.

2. Service Availability

Service Availability Rate in each Service Cycle calculation formula:
Service Availability Rate in each Service Cycle = (Total Time of Service Duration - Service Unavailable Duration) / Total Time of Service Duration * 100%
Service Availability Rate commitment:
Yisu Cloud will use commercially and technically reasonable efforts to make the Service Availability Rate of ELB per Service Cycle not less than 99.95%.

3. Service Credit

If we fail to meet the commitment above on ELB Service Availability Rate, Yisu Cloud will provide you with the below service credit: