IPv6 Gateway Service Level Agreement SLA
Agreement effective date: 2022-06-20
This Service Level Agreement (SLA) outlines the service availability metrics and the compensation plan for the IPv6 gateway (IPVSIXGW) service provided by Baidu AI Cloud.
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 IPv6 gateway instance are dropped by IPv6 gateway within a minute, IPv6 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 fee: The total service fee paid by the customer for a single IPv6 gateway instance within a calendar month.
2. Service availability
2.1 Calculation method of service availability
2.2 Service availability commitment
The IPv6 gateway provided by Baidu AI Cloud ensures 99.95% service availability for a single instance.
If the IPv6 gateway service fails to fulfill the aforementioned service availability commitment, customers may request compensation as outlined in Article 3 of the Agreement. Compensation excludes unavailability caused by the following reasons:
(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) Other reasons beyond Baidu AI Cloud's control that lead to IPv6 gateway service failures.
3. Service compensation terms
3.1 Compensation standards
Compensation is determined based on the criteria in the table below, considering the monthly service availability of an individual IPv6 gateway instance. Compensation will be issued as coupons for purchasing IPv6 gateway products, with the total amount capped at the monthly service fee paid by the customer for the affected IPv6 gateway during the month when the availability commitment was not met.
| 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 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 you by means of website publicity or email. If you do not agree with the modification made by Baidu AI Cloud to the SLA, you are entitled to stop using the IPv6 gateway service. If you continue to use the IPv6 gateway service, you are deemed to have accepted the modified SLA.
(3) All notifications of Baidu AI Cloud to users 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 users' failure to learn about the service changes or termination terms of Baidu AI Cloud.
(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).