Public DNS Service Level Agreement SLA
Effective date of Agreement: 9/1/2021
This Service Level Agreement (SLA) outlines the service availability metrics and the compensation plan for the public DNS service provided by Baidu AI Cloud to its customers. The free version of the Baidu AI Cloud Public DNS Service is not included in this Service Level Agreement.
1. Definition
Service period: One service period equals one calendar month.
Total minutes per service period: Calculated as total days of a service period× 24 (hours) × 60 (minutes).
Number of service unavailable minutes: If all domain name queries to the public DNS service fail within a certain minute, the public DNS service is considered unavailable for that minute. The sum of unavailability minutes of public DNS service instance within a service period is counted as the service unavailable minutes.
Monthly service fees: The total service fee paid by a customer for a single NAT gateway instance in a calendar month. If a customer pays for multiple months at a time, the monthly service fee will be calculated proportionally based on the months of purchasing.
2. Service availability
2.1 Calculation method of service availability
2.2 Service availability commitment
Baidu AI Cloud public DNS service guarantees the following service availability:
| Service Edition | SLA |
|---|---|
| Free Edition | No service availability commitment |
| Basic Edition | 99.99% |
| Enterprise edition | 99.999% |
If the public DNS service does not meet the specified service availability standard, customers may request compensation as described in Article 3 of the Agreement. However, compensation does not cover unavailability caused by the following factors:
(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 public DNS service, only the service itself will be compensated, rather than cloud services associated with it;
(8) Other factors beyond Baidu AI Cloud's control that result in public DNS service failures.
3. Service compensation terms
3.1 Compensation standards
Compensation for public DNS service availability will be calculated according to the standards outlined in the table below. Compensation will be issued in the form of coupons for purchasing public DNS services, and the total compensation will not exceed the monthly service fee paid by the customer for the service during the affected month.
Free Edition
No SLA guarantee or compensation
Basic Edition
| Service availability | Coupon paid |
|---|---|
| Below 99.99% but equal to or above 99.9% | 15% of monthly service fee |
| Below 99.9% but equal to or above 99% | 30% of monthly service fee |
| Below 99% | 100% of monthly service fee |
Enterprise edition
| Service availability | Coupon paid |
|---|---|
| Below 99.999% but equal to or above 99.99% | 15% of monthly service fee |
| Below 99.99% but equal to or above 99.9% | 30% of monthly service fee |
| Below 99.9% | 100% of monthly service fee |
3.2 Compensation claim submission deadline
Customers can file compensation claims for service instances that did not meet availability standards starting from the fifth (5th) working day of each month. Claims must be submitted within two (2) months following the end of the month when the 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 becomes effective immediately upon publication. Baidu AI Cloud reserves the right to amend the SLA terms. If any changes are made, Baidu AI Cloud will inform you via website announcements or email. If you disagree with the changes, you have the right to stop using the public DNS service. Continuing to use the service implies that you accept the updated 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).