Service Network Interface Card (SNIC) Service Level Agreement SLA
Agreement effective date: 04/01/2022
This service level agreement (SLA) outlines the metrics for service availability and the compensation plan for the service network interface card (SNIC) provided by Baidu AI Cloud to its customers.
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).
Unavailable minutes for single instance service: If the service network interface card fails to successfully connect to the associated service published via the service endpoint within a given minute, that minute shall be deemed as service unavailable for the service network interface card instance. The sum of unavailability minutes of service network interface card instance within a service period is counted as the service unavailability 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
The Baidu AI Cloud service network interface card guarantees 99.95% service availability for a single instance.
If the service network interface card fails to achieve the promised service availability, customers may request compensation as described in Article 3 of the SLA. The compensation excludes service unavailability resulting from 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) Any other causes not attributable to Baidu AI Cloud that lead to a service network interface card failure.
3. Service compensation terms
3.1 Compensation standards
Compensation is calculated based on the standards listed in the table below, determined by the monthly service availability of a single service network interface card instance. The compensation will be provided in the form of coupons for purchasing service network interface card products and will not exceed the monthly service fees paid by the customer for the affected service card in the applicable month.
| Service availability | Coupon paid |
|---|---|
| Below 99.95% 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 can submit compensation claims for instances that fall below the availability standard starting from the fifth (5th) working day of each month. The claims must be filed within two (2) months after the end of the month when the availability issue occurred. Claims submitted after the 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 takes effect upon publication. Baidu AI Cloud reserves the right to modify the terms of the SLA. Any changes to the SLA will be communicated via website announcements or email. If you disagree with the revised SLA, you have the right to stop using the service network interface card. Continuing to use the service indicates your acceptance of 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 users 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).