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          DNS

          Cloud DNS - Service Level Agreement (SLA)

          1.Service function

          Cloud DNS is a service providing domain name resolution service for users, i.e. it points the domain name to website space IP, so that people can access to website conveniently by searching the registered domain name.

          2.Definition

          Service cycle: A service cycle is a natural month, and if you use Cloud DNS instance for less than one month, the accumulative use time of Cloud DNS instance in that month is deemed as a service cycle.

          Unavailable minutes of service: When you fail to query the domain name of corporate server of Cloud DNS within a minute, it is deemed that Cloud DNS instance service within that minute is unavailable. The sum of minutes in which Cloud DNS instance is unavailable in a service cycle is the number of minutes in which the service is unavailable.

          3.Service availability

          3.1 Calculation method of service availability

          With a single instance as the dimension, service availability can be calculated as follows:

          Service availability = (1- number of minutes of unavailable service / total number of minutes in service cycle)*100%

          3.2 Service availability commitment

          With DNS resource as the service unit, Cloud DNS promotes at least 99.5% of the time available for normal use by users in each calendar day, i.e. you have available time of 30d 24hr60min*99.95% = 43,178.4min, namely, there is 43,200-43,178.4 = 21.6min of unavailable time, the normal service fault recovery time is below 5min, which is not included in the calculation of service unavailability; the unavailable time refers to the time from service fault to recovery of normal use, including maintenance time, and the unavailable time shall be calculated based on single DNS resources of a single user.

          Cloud DNS service has an availability no less than 99.95%, and there are different availability criteria depending on different packages.

          Package Free Edition 0 General Preference Edition High defense version
          SLA 99.95% 99.99% 99.999%

          4.Service compensation scope

          If the Cloud DNS is not available due to failure of Baidu AI Cloud, Baidu AI Cloud will compensate for the time of fault. However, the time of service unavailability arising from the following reasons is not included:

          (1) System maintenance after notifying users in advance, including cutting over, repair, upgrade and simulated fault drill;
          (2) Failure of any network and device other than devices belonging to Baidu AI Cloud, or local recursive DNS problem of users;
          (3) Users' domain name being subject to hacker attack, operator blocking and administration authority blocking;
          (4) Loss or leakage of data, commands, passwords, etc . caused by improper maintenance or confidentiality of the users;
          (5) Negligence of the users or operation authorized by the users;
          (6) DNS attack beyond the package service scope

          5.Service compensation criteria

          For each Cloud DNS instance, the compensation amount is calculated based on the criteria in the table below according to the monthly service availability of single instance, and the compensation method is only limited to the purchase of voucher of Cloud DNS products with compensation amount not exceeding the monthly service charges paid by users for Cloud DNS instance in the month when the service availability undertaking is not achieved.

          Compensation amount = average expense per minute 24 hours prior to fault time of service unavailability 10 times

          6.Others

          Baidu AI Cloud has the right to modify the SLA terms. If there are any changes to the terms of the SLA, Baidu AI Cloud will notify you 30 days in advance by publicizing on the website or sending an email. If you do not agree the modification made by Baidu AI Cloud to SLA, you have the right to stop using this service, and if you continue to use this service, you are deemed to accept the modified SLA.

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