Internal DNS Service Level Agreement SLA
Agreement effective date: Wednesday, September 1, 2021
This Service Level Agreement (SLA) outlines the service availability metrics and compensation terms for the local DNS (LD) service provided by Baidu AI Cloud to its customers.
1. Definition
Service period: A service period corresponds to one calendar month.
Total minutes per service period: Calculated as the total days in a service period × 24 (hours) × 60 (minutes).
Number of service unavailable minutes: If, during any specific minute, a service failure (excluding maintenance periods) impacts user operations, that minute will be counted as a local DNS service unavailability. The total unavailable minutes for all DNS services under the local DNS service in a service period are considered.
Monthly service fee: The total fee paid by the customer for LD services during a calendar month.
2. Service availability
2.1 Calculation method of service availability
2.2 Service availability commitment
Baidu AI Cloud's local DNS service guarantees 99.99% service availability.
If the local DNS service does not meet the stated service availability commitment, customers may apply for compensation as outlined in Article 3 of the Agreement. The compensation does not account for unavailability caused by the following circumstances:
(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) Force majeure or unforeseen events;
(7) For local DNS service, only the service itself will be compensated, rather than cloud services associated with it;
(8) Other reasons beyond Baidu AI Cloud's control that lead to local DNS service failures.
3. Compensation terms
3.1 Compensation standards
Based on the monthly service availability of the local DNS service, compensation will be calculated according to the standards outlined in the table below. Compensation will be in the form of coupons for purchasing local DNS services, and the total compensation will not exceed the monthly service fee paid by the customer for the affected local DNS service in the month when the availability commitment was not met.
| Service availability | Coupon paid |
|---|---|
| Below 99.99% but equal to or above 99.00% | 10% of monthly service fee |
| Below 99.00% but equal to or above 95.00% | 25% of monthly service fee |
| Below 95.00% | 100% of monthly service fee |
3.2 Compensation claim submission deadline
Customers may submit compensation claims for unmet availability standards starting from the fifth (5th) business day of each month. Claims must be filed within two (2) months of the end of the relevant month in which the local DNS service failed to meet availability standards. Claims submitted beyond this deadline will not be accepted.
4. Other descriptions
(1) To the extent allowed by laws and regulations, Baidu AI Cloud holds the right to final interpretation of the SLA (Service Level Agreement).
(2) The SLA will become effective immediately upon publication. Baidu AI Cloud reserves the right to amend the terms of the SLA. Baidu AI Cloud will notify you of any changes to the SLA terms via website announcement or email. If you disagree with the changes made to the SLA, you have the right to discontinue using the LD service. If you continue using the LD service, it will be considered as your acceptance of the amended SLA.
(3) All notifications from Baidu AI Cloud under the SLA can be delivered through webpage announcements, messages, emails, SMS, or other forms. These notifications are considered delivered on the date they are issued. Baidu AI Cloud will not be held responsible for any losses caused by users failing to stay informed about changes or termination terms related to the service.
(4) The conclusion, implementation, and interpretation of the SLA, as well as the resolution of disputes, shall be governed by Chinese law and handled by Chinese courts. In the event of any dispute between the parties regarding the content or implementation of the SLA, both sides shall strive to resolve the matter through friendly negotiation. If the negotiation fails, either party may file a lawsuit with the People's Court of Haidian District in Beijing.
(5) The SLA constitutes the complete agreement between both parties concerning the matters it covers and related topics. Unless explicitly stated in the SLA, no additional rights are granted to either party.
(6) If any provision of the SLA is found to be wholly or partially invalid or unenforceable for any reason, the remainder of the SLA shall remain valid and enforceable.
(7) For the clauses of user constraints, refer to the related provisions of the "User Rights and Obligations" section in the [Baidu AI Cloud User Service Agreement](Agreements/Baidu AI Cloud User Service Agreement/User Rights and Obligations.md).
(8) For the exemption clauses of service provider, refer to the related provisions of the "Disclaimer” in the [ Baidu AI Cloud User Service Agreement](Agreements/Baidu AI Cloud User Service Agreement/Disclaimer.md).