NAT (Network Address Translation) Gateway Service Level Agreement SLA
Agreement effective date: 2019-01-19
This service level agreement (SLA) defines the service availability metrics and compensation policy for the Network Address Translation (NAT) gateway 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).
Single instance service unavailable minutes: If all outbound packets from NAT gateway instance are dropped by NAT gateway within a minute, NAT gateway instance service in that minute is recorded as unavailable. The sum of unavailability minutes of NAT gateway 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
Baidu AI Cloud's NAT gateway ensures 99.95% service availability for a single instance.
If the NAT gateway service does not meet the specified availability commitment, customers may claim compensation as outlined in Article 3 of the Agreement. Compensation does not apply to 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) Any other factors outside the responsibility of Baidu AI Cloud that result in failure of the NAT gateway service.
3. Service compensation terms
3.1 Compensation standards
Compensation will be calculated based on the standards in the table below, according to the monthly service availability of an individual NAT gateway instance. Compensation is provided as coupons for purchasing NAT gateway products and shall not exceed the customer's monthly service fee for the NAT gateway during the non-compliant 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 may submit compensation claims for instances that do not meet availability standards starting from the fifth (5th) working day of each month. Claims must be filed within two (2) months following the end of the month when the NAT gateway instance failed to meet availability. Claims submitted after the deadline will not be processed.
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 upon publication. Baidu AI Cloud reserves the right to amend its terms. Customers will be notified of any changes via website announcements or email. If you disagree with the changes, you may stop using the NAT gateway service. Continuing to use the service implies acceptance of the modified 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).