CCE Service Level Agreement SLA (V1_0)

Updated at：2025-10-27

Version effective date: 2021-11-15

This Service Level Agreement (hereinafter referred to as "SLA") defines the service availability metrics for Cloud Container Engine (CCE) provided by Baidu AI Cloud. At present, CCE is a free service and does not include compensation provisions, though Baidu AI Cloud remains committed to delivering stable and reliable services to its customers. Unless otherwise specified, this SLA does not apply to beta or public test versions, cluster types, or specific functionalities of Cloud Container Engine (CCE).

1. Definition

1.1 Cloud Container Engine (CCE): Refers to Baidu AI Cloud's Kubernetes container cluster management service, allowing clients to effortlessly run applications and dynamically scale resources on managed Kubernetes clusters, based on the features and services offered by the K8S Cluster CCE type and the associated cloud products/services deployed by clients.

1.2 Service cycle: A service cycle corresponds to one calendar month; partial months are considered as full months.

1.3 Service period fees: CCE services are provided free of charge, with no management or software fees. Clients only need to pay for other accompanying paid cloud products or services used with CCE, following their respective billing rules.

1.4 Total minutes per service period: Calculated as the total days in the service period × 24 hours × 60 minutes.

1.5 Unavailable minutes of a service period: If, within a given minute, a client continually attempts to connect to the Kubernetes API Server of a selected CCE-managed master cluster/standalone deployed master cluster via the CCE console or OpenAPI and fails (either unable to reach the cluster's API Server, or the API Server does not respond to the request), that minute is categorized as unavailable for the CCE Cluster Service. If the client’s attempt is fully or partially successful, the service is considered available for that minute. A continuous unavailability lasting 5 minutes or longer is counted as unavailable minutes; an unavailability period of less than 5 minutes is not counted. The total of all unavailable minutes within a service period constitutes the unavailability during that time.

1.6 Service unavailability: Refer to situations where a client continuously attempts to establish a connection with the Kubernetes API Server of a specified CCE managed master cluster/standalone deployed master cluster via the CCE console or OpenAPI, but fails to establish connectivity or receive responses from the API Server. However, the following scenarios are excluded:

(1) Unavailability caused by system maintenance, following prior customer notification, such as migrations, repairs, service upgrades/changes, or simulated failure drills.

(2) Unavailability caused by changes authorized by the customer, such as cluster version upgrades or configuration adjustments.

(3) Unavailability resulting from customer-initiated actions, such as manual restarts, deletion of Kubernetes core system components, or customer modifications/attacks on the API Server through security breaches, stress testing, etc.

(4) Unavailability caused by lost data, credentials, or passwords due to customer negligence in maintenance or a lack of proper confidentiality.

(5) Unavailability resulting from customer errors or negligence, such as failing to update BLB configurations via CCE, or accidentally deleting associated resources.

(6) Unavailability caused by the customer not adhering to Baidu AI Cloud product documentation or usage recommendations.

(7) Unavailability resulting from network or equipment failures, or configuration changes outside of Baidu AI Cloud's control.

(8) Unavailability caused by force majeure, customer-owned equipment or third-party software/hardware that are unrelated to Baidu AI Cloud.

(9) Unavailability caused by failures in other cloud products or services associated with CCE (e.g., VPC, BCC, BBC, EIP, BLB, CDS, etc.).

(10) Other scenarios where Baidu AI Cloud is exempt from liability or compensation, as outlined in applicable laws, agreements, rules, or independent publications by Baidu AI Cloud.

2. Service availability

2.1 Calculation method of service availability

Service availability = (1 - unavailable minutes of a service cycle / Total minutes of a service cycle) × 100%

2.2 Standard of service availability

The API Server service availability for K8S Cluster CCE is 99.9%.

Note: The availability of cloud products, such as VPC, BCC, BBC, BLB, EIP, CDS, and BOS, linked through CCE cascading creation or manual integration, as well as the availability of services like BCM and CCR authorized through CCE system policies, shall be subject to the respective SLAs of those individual cloud products or services.

3. Compensation plan

Currently, Cloud Container Engine (CCE) remains a free service and does not provide service availability compensation standards.

For SLAs of commonly associated cloud products/services, refer to the following documents (more documents are available in Baidu AI Cloud documentation center):

4. Other descriptions

4.1 To the extent permitted by laws and regulations, Baidu AI Cloud reserves the right of final interpretation of the SLA.

4.2 The SLA shall take effect as soon as it is published. Baidu AI Cloud has the right to modify the terms of the SLA. For any modification to the terms of the SLA, Baidu AI Cloud will notify customers by means of website publicity or email. If the customer does not agree with the modification made by Baidu AI Cloud to the SLA, the customer is entitled to stop using the service. If the customer continues to use the service, the customer is deemed to have accepted the modified SLA.

4.3 All notifications of Baidu AI Cloud to customers under the SLA can be made through webpage announcements, messages, emails, SMS or other forms. Such notifications are deemed to have been delivered to the recipients on the date of delivery. Baidu AI Cloud shall not be held liable for any losses incurred as a result of the customers' failure to learn about the service changes or termination terms of Baidu AI Cloud.

4.4 The conclusion, implementation and interpretation of the SLA and the resolution of disputes shall be applicable to Chinese law and shall be governed by Chinese courts. If there is any dispute between both parties regarding the content of the SLA or its implementation, both parties shall try to resolve the issue through friendly negotiation. If the negotiation fails, either party may bring a lawsuit to the People's Court of Haidian District of Beijing.

4.5 The SLA constitutes an entire agreement between both parties on the matters agreed in the SLA and other related matters. Except as provided in the SLA, no other rights are granted to the parties to the SLA.

4.6 If any agreement in the SLA is completely or partially invalid or not enforceable for whatever reason, the rest of the SLA is still valid and binding.

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