Description of Baidu AI Cloud Load Balancer Trusted Cloud certification service availability

1. Service scope

Baidu Load Balance (BLB) consolidates multiple Baidu Cloud Computes in the same region into a virtual group, assigns an internal or external service address, and distributes simultaneous front-end requests across multiple real cloud servers. This ensures efficient traffic balancing, scalable service performance, and enhanced service availability by circumventing single points of failure with automatic fault switching.

2. Service availability

2.1 Calculation method of service availability

2.2 Service availability commitment

Baidu Load Balancer (BLB) guarantees 99.95% service availability for a single instance. If the load balancer service fails to meet the aforementioned service availability commitment, customers may claim compensation as stipulated in Article 3 of the Agreement. The compensation does not cover unavailability caused by the following reasons:
(1) System maintenance conducted after prior notification by Baidu AI Cloud, including migration, repairs, upgrades and simulated failure drills;
(2) Unavailability caused by network, device failures or configuration adjustments beyond the Baidu AI Cloud equipment;
(3) Unavailability caused by hacker attacks on user applications or data;
(4) Unavailability caused by data, credentials or password loss/leakage due to user maintenance negligence or improper confidentiality;
(5) User negligence or authorized operations;
(6) The Load Balancer service cannot function normally as the user fails to configure the real server or the real server is faulty;
(7) Force majeure or unforeseen events;
(8) Load Balancer service compensation is applicable for Load Balancer only, but not for other cloud services associated with the Load Balancer instance;
(9) Other reasons not attributable to Baidu AI Cloud that result in load balancer services failure.

3. Data transparency right

Unless required by local laws, regulations, or to comply with government regulatory or audit requirements, user data, applications, and activity logs will not be disclosed to third parties. All user data will not be utilized for domestic or overseas application operations or data analysis. User data is stored in the region selected by the user (data center). Baidu AI Cloud data centers are located in North China, East China, South China, and overseas. In Beijing, there are the Beijing Yizhuang Data Center and the Beijing Doudian Data Center; in East China, there is the GDS Shanghai Waigaoqiao Data Center; in Guangzhou, there is the Guangzhou Unicom Data Center; and in Hong Kong, there is the Hong Kong Unicom Kwai Chung Data Center. Load balancer configuration data for Baidu AI Cloud users is stored on management servers under Baidu AI Cloud's autonomous control.

4. Service auditability

In accordance with applicable laws and regulations, Baidu AI Cloud may provide information related to the Load Balancer to comply with regulations or for security evidence collection and investigations initiated by government regulatory departments, but only through proper and complete procedures. This includes operation logs of key components, operation records of O&M personnel, and user operation records.

5. Service functions

Baidu Load Balance (BLB) virtualizes multiple Baidu Cloud Computes located in different regions into a unified group, assigns either an intranet or internet service address, and distributes simultaneous front-end access requests across multiple real cloud servers. This ensures the balancing of application traffic and horizontal scalability of service performance. Additionally, the Load Balancer improves service availability by preventing single points of failure through automatic fault switching mechanisms.

6. Service allocation capability

Based on actual application needs of users, Load Balancers can be categorized into shared and dedicated types in terms of resource use to meet the performance requirements of different users. Shared Load Balancer means all users share a group of Load Balancer servers, with all traffic forwarding mixed through these two Load Balancer servers. The Load Balancers between users share an EIPGROUP and resources. Dedicated cluster Load Balancers are exclusively used by individual clients, to ensure that single-tenant users have exclusive access to the dedicated resources of the dedicated cluster for their use. Load balancer dedicated cluster provides dedicated load balancer services with controlled performance, exclusive resources, and isolated physical resources to meet ultra-high performance and exclusive resource requirements. Difference between load balance dedicated clusters and shared clusters:

(Note: Describes the resource allocation capabilities for public sale, including bandwidth limits and quantity limits per user for Load Balancers Explanation: BLB instances are located in a shared cluster, where instance performance is shared by multiple tenants. Performance may be constrained during resource contention, and no individual rate limiting is currently applied.)

7. Fault recovery capability

Baidu AI Cloud strengthens the fault recovery capability of its Load Balancer service with a comprehensive fault management system, which includes fault monitoring, rapid issue identification, self-healing, and automatic notification. Furthermore, during the deployment of load balancing servers, the cloud platform employs session synchronization across multiple servers to facilitate speedy recovery in the event of a single server failure. For customer-related issues, Baidu AI Cloud offers 24/7 technical support to ensure timely problem resolution.

8. Network access performance

When tenants activate Load Balancer service, they may choose to configure or not configure public network access. For public access, they are allowed to directly purchase public IP on the BLB purchase page or first purchase BLB and then bind EIP. Carriers available for EIP include Telecom, Unicom, and Mobile, with bandwidth options ranging from 1 M to 500 M (bandwidth above 1,000 M is available for Allow List)
It supports standard and enhanced BGP purchase for EIP selection, delivering high network access performance

9. Service billing accuracy

The Load Balancer currently supports postpay charge type, with price configuration based on the backend pricing system and minute-level billing, to fully ensure service measurement accuracy. For billing logs, the Baidu AI Cloud platform retains billing logs of at least 3 months to ensure billing accuracy.

10. Service change and termination terms

Given the particularity of network services, users understand and agree that Baidu AI Cloud reserves the right to modify, interrupt, or terminate part or all of the network services. If the changed, interrupted or terminated network service is free, Baidu AI Cloud is not required to provide separate notification to users. Users understand that Baidu AI Cloud may perform periodic or aperiodical overhaul or maintenance for the platform providing network service or relevant equipment, which may cause interruption of charged network service in reasonable time. Baidu AI Cloud shall not be held liable but should provide prior notification whenever possible. Baidu AI Cloud services may change or delete certain functions. In such cases, Baidu AI Cloud is not required to provide users with individual notification. Users understand and accept that once the service is canceled, their right to use the service will terminate immediately, and any information stored in the service may become irrecoverable.

11. Service compensation terms

11.1 Compensation standards

According to the monthly service availability of a single BLB instance, compensation shall be calculated based on the standards in the table below. Compensation will be limited to coupons for purchasing BLB products, and the total compensation shall not exceed the monthly service fee paid by the customer for that BLB in the month when the service availability commitment was not met.

11.2 Compensation claim submission deadline

Customers can submit compensation claims for cases where availability standards were not met after the fifth (5th) working day of each month. These claims must be filed within two (2) months following the end of the month in which the BLB instance didn't meet the availability standards. Claims submitted after the deadline will not be processed.

12. User constraints

Users may use the services provided by Baidu AI Cloud within the scope permitted by law. Users confirm that upon accepting the Agreement, they have clearly understood the content of the services provided by Baidu AI Cloud and are aware of all product service rules, including detailed introduction, product service level agreement (SLA), and use methods on the official website of Baidu AI Cloud.
In the subscription period, users may enjoy services provided by Baidu AI Cloud according to the existing technical and conditional standards. Baidu AI Cloud shall make commercially reasonable efforts to provide users with consistent and secure services in accordance with the terms of the Agreement and service standards. For specific service standards, refer to the product service level agreement (SLA) and other product service rules published on the official website of Baidu AI Cloud.
In the subscription period, users may enjoy the following product services provided by Baidu AI Cloud:
(1) Baidu AI Cloud provides 7*24 online ticket service system to resolve users' inquiries in use.
(2) Baidu AI Cloud will resolve non-user-induced failures and restore normal product service use within 24 hours after user contact, excluding user-caused issues, force majeure, or matters beyond Baidu AI Cloud's control.

• Users shall ensure accurate order information filling so that Baidu AI Cloud can perform billing statistics. Unless users provide definitive evidence to prove data error of Baidu AI Cloud, billing statistics shall be subject to that recorded by Baidu AI Cloud. Baidu AI Cloud shall not be liable for billing statistic errors caused by incorrect order information provided by users, nor be obligated to refund any service fees already paid by users.
  
• Users shall pay service fees as stipulated in the Agreement. If payment is not made as per the Agreement, Baidu AI Cloud shall reserve the right to unilaterally refuse or terminate the provision of product services to users and retain legal rights to recover debts.
  
• Users shall not install or use pirated software when using product services.
  
• Users are responsible for the integrity and confidentiality of the data stored when using the product services, as well as the commands and passwords for accessing and managing various product services of Baidu AI Cloud. All actions under a user's account will be deemed as the user's actions, regardless of whether such actions are authorized by the user or performed by the user, the user's employees, or third parties (including the user's contractors or agents). The user shall be responsible for all actions or activities under their account, and Baidu AI Cloud and its affiliates shall not be liable for unauthorized access to the user's account.
  
• Users are responsible for the data and information content stored when they use product services. If publicly uploaded or published information in a user's account violates laws, regulations, departmental rules, or national policies, Baidu AI Cloud reserves the right to modify or delete such content and stop providing users with product services.
  
• Due to objective limitations in industry technological level, Baidu AI Cloud cannot guarantee that its products and services are entirely free of defects. Users agree that defects in Baidu AI Cloud's product services caused by unavoidable industry technological limitations shall not constitute a breach of contract. The user agrees to cooperate with Baidu AI Cloud to resolve the aforementioned defects.
  
• Users agree that data backup is their obligation and responsibility. Baidu AI Cloud is not obligated to fully backup user data or information, nor does it assume any responsibility for user data backup efforts or results.
  
• When using Baidu AI Cloud products and services, users shall comply with laws and regulations such as the Cybersecurity Law and Telecommunications Regulations as well as relevant national policies, uphold Internet order and security, and shall not be engaged in illegal activities, or facilitate such behaviors. The behaviors violating laws and regulators as mentioned above include but are not limited to:
  (1) Engaged in illegal Internet activities such as gambling, "private servers", "cheats" or other fraudulent/misleading behaviors;
  (2) Distributing illegal, non-compliant or false information, or conducting commercial SMS/email sending or harassing marketing without recipient consent;
  (3) Engaged in any actions that infringe upon the legitimate rights and interests of Baidu AI Cloud or third parties, including but not limited to portrait rights, reputation rights, privacy rights, and intellectual property rights;
  (4) Causing network interruptions through excessive load or any other means, or engaged in unauthorized interception, theft, interference or monitoring or other illegal behaviors;
  (5) Any sabotage or attempted sabotage of network security, including but not limited to viruses, trojans, malware, phishing, malicious scanning, illegal system intrusion, or illegal data acquisition;
  (6) Any behaviors changing or attempting to change the system configuration for product service provision, or compromise system security;
  (7) Use of technical or other means to destroy or disturb the operation of Baidu AI Cloud or interfere with others' use of products or services;
  (8) Use of any technical means or methods to decipher, crack, or otherwise compromise product services and related data, or probing or attempting to obtain the personal information of Baidu AI Cloud users or related user information;
  (9) Use of te Internet resources provided by Baidu AI Cloud to operate any Internet service for which the user lacks qualifications;
  (10) Other actions that may adversely affect or cause losses to Baidu AI Cloud.
  To fulfill the purpose of the Agreement, users may need to provide relevant information about themselves or other third parties. Users shall ensure that the collection and provision of the above information comply with the principles of legality, legitimacy and necessity, they have clearly stated the purposes, methods, and scope of collecting and using information, and have obtained explicit authorization from the corresponding natural person.
  Baidu AI Cloud will make reasonable efforts to ensure the accuracy of data analysis and validation services but makes no warranty for the accuracy of the analysis results provided or the fitness of particular purposes. The scoring and classification analysis results provided by Baidu AI Cloud are for reference only and cannot replace users in making business decisions. Baidu AI Cloud shall bear no liability for any losses incurred by users due to business decisions made based on its analysis results. Users shall maintain confidentiality for all data analysis and validation results obtained and shall not provide or sell such results to third parties.
  Without written permission from Baidu AI Cloud, users shall not resell, sublease, or provide any product services (including but not limited to programs, APIs, software, source code, tools, or document) to any third party.
  

13. Disclaimer

If a user materially breaches the terms of the Baidu AI Cloud Online Ordering Agreement, Baidu AI Cloud reserves the right to terminate the Agreement early without refunding any service fees paid by the user. Such termination shall take effect upon delivery of the notification to the user. For any loss, allegation, penalty, claim, judgment, or expense arising from, related to, or incurred in connection with the performance of the Agreement, especially losses to third parties resulting from the user's breach of the Agreement (including litigation costs, attorney fees, and third-party expenses), the user shall hold Baidu AI Cloud, its employees, agents, management, and its affiliates harmless from any liability resulting from such losses, and shall indemnify Baidu AI Cloud for damages paid by Baidu AI Cloud to such third parties. Users shall keep discount benefits confidential according to relevant rules (if applicable). Otherwise, Baidu AI Cloud reserves the right to take one or more of the following measures at any time: (1) Unilaterally suspend or terminate the provision of partial or all discounts to users temporarily.
(2) Require users to compensate for the corresponding fees of the free or discounted product services they have already enjoyed. If users cannot use Baidu AI Cloud services normally due to Baidu AI Cloud's reasons, Baidu AI Cloud shall compensate users according to the service compensation standards. For specific compensation standards, refer to those published on the official website of Baidu AI Cloud. Disclaimer: Users agree that, to the extent permitted by law, the following circumstances shall not constitute breaches by Baidu AI Cloud, and Baidu AI Cloud assumes no liability:
(1) Cases where users cannot normally use product services due to the following reasons:
① User suffers hacker attacks, resulting in data loss or service interruption;
② Data loss or service interruptions caused by user's own system or network configuration changes;
③ Failure of normal use of customer service due to the user's own program bug;
④ Other service abnormalities caused by reasons not attributable to Baidu AI Cloud.
(2) Baidu AI Cloud requires short service interruption for server configuration or maintenance, with prior notification to users;
(3) Service abnormalities or interruptions such as decreased website access speed caused by Internet pathway blockage not attributable to Baidu AI Cloud, including but not limited to:
① Natural disasters such as earthquakes, explosions, floods, fires, storms, or typhoons;
② Wars, war-like actions, hostilities, armed conflicts, terrorist activities, insurrections, coups, etc.;
③ Strikes, riots, civil disturbances, or malicious acts;
④ Power failures, public utilities failure, or other telecommunication disruptions;
⑤ Government actions, policy changes, blockades, embargoes, technical adjustments of telecommunication department, government regulations, etc.;
(4) Other disclaimers for relevant product service use specified in product service rules