LIA-BMS Service Level Agreement
This Service Level Agreement (hereinafter referred to as the "SLA") is an integral part of the LIASAIL Terms of Service (hereinafter referred to as the "Agreement") entered into between you and LIASAIL. Terms defined in the Agreement shall have the same meanings under this SLA, except as otherwise defined herein. In the event of any conflict or inconsistency between the terms and conditions of this SLA and those in the Agreement, this SLA shall prevail, but only to the extent of such conflict or inconsistency.
LIASAIL may amend the SLA from time to time; however, during your subscription term, LIASAIL will not modify your SLA terms in a manner that would materially reduce the service level. If you renew the service, the version of the SLA applicable at the time of renewal will apply to your renewal term. Your continued use of the service constitutes your acceptance of the then-applicable SLA.
1. Definitions
Service: For the purpose of this SLA, the "Service" referred to herein specifically means the Bare Metal Server (BMS) service.
Service Cycle: A Service Cycle is one calendar month.
Total Service Time per Cycle: Refers to the total number of days in each Service Cycle × 24 (hours) × 60 (minutes).
Service Unavailability: Refers to a situation where, according to the BMS service system logs, the BMS service is continuously inaccessible for more than 5 minutes due to LIASAIL equipment failure (CPU, memory, hard disk, network card, motherboard, power supply, etc.). Single failure durations of less than 5 minutes are not counted.
Service Downtime: Refers to the total duration of Service Unavailability within a Service Cycle. If less than a full month is purchased, it will still be calculated as one month. Service Downtime in each Service Cycle is not carried over to the next Service Cycle.
Service Availability: Refers to the committed service availability rate for the Service specified in this SLA within a Service Cycle.
Monthly Service Fee: Refers to the total service fee paid by the customer for the Service within a Service Cycle (i.e., a calendar month). If a customer pays for multiple service cycles in a single payment, the Monthly Service Fee will be calculated by pro-rating the total fee across the purchased months.
2. Compensation
Compensation Method: If LIASAIL fails to meet the committed Service Availability under this SLA, you may apply for compensation in accordance with the provisions of this SLA. Compensation will be issued in the form of service credits, and such compensation constitutes LIASAIL's full and exclusive liability for the failure to meet the Service Availability commitment.
Compensation Claim Deadline: You may submit a compensation claim for a Service Cycle in which the Service Availability commitment was not met after the invoice for that Service Cycle is settled. Claims must be submitted within two (2) months after the end of the Service Cycle in which the failure occurred. Claims submitted after this deadline will not be accepted. LIASAIL will reasonably evaluate your claim and make a determination in good faith on whether compensation is applicable based on the terms of this SLA.
Claim Method: You may submit a compensation claim by opening a support ticket in the LIASAIL User Center.
3. Exclusions
For the Bare Metal Service, the following situations shall not be counted as Service Unavailability:
Caused by customer negligence or actions authorized by the customer and correctly executed by LIASAIL.
Caused by any network, equipment failure, or configuration adjustment outside of LIASAIL's equipment.
Hardware failure of the server where you refuse to authorize LIASAIL to perform repairs.
Hardware failure that cannot be repaired quickly, and the customer refuses to accept a replacement server provided by LIASAIL, leading to downtime during repair.
Hardware failure of physical servers that are beyond their warranty period and for which the customer chooses not to upgrade.
Duration of hardware failure repair after obtaining customer authorization, including the time taken to secure authorization.
Single-point failure of redundant hardware components, including but not limited to a single network card failure in a bonded NIC configuration or a single disk failure in a redundant storage array.
Unavailability resulting from reliance on data on local disks used by local disk instances, where there is a risk of data loss (e.g., damage to local disk-related hardware, instance crash).
Caused by the installation, reinstallation, uninstallation, or configuration of your applications, including impacts on the operating system or critical process services.
Caused by hacker attacks on your applications.
Caused by improper customer maintenance or security practices leading to loss or leakage of data, passwords, credentials, etc.
Caused by normal server operations, including but not limited to OS installation, reinstallation, BIOS modification, server shutdown, or restart resulting in server inaccessibility.
Caused by the customer not following LIASAIL product documentation or usage recommendations, such as performing operations like stopping, restarting, or detaching volumes on an instance via the Console, API, or CLI.
4. Service Availability Calculation
Service Availability per Service Cycle is calculated as follows: Service Availability per Cycle = (Total Service Time per Cycle - Service Downtime per Cycle) / Total Service Time per Cycle * 100%
5. Service Availability Commitment:
LIASAIL will use commercially and technically reasonable efforts to ensure the Service Availability for the Bare Metal Service per Service Cycle is no less than 99.9%.
The BMS service provides a multi-instance deployment mechanism. You can choose your business deployment architecture based on importance or reliability requirements, such as single-node single-application instance, single-node multi-application instance, multi-node active-standby instance, or multi-node cluster instance deployment. You understand and agree that different deployment architectures have varying reliability levels. Please plan according to your business needs. Deploying highly available applications in a single-node architecture is not recommended.
6. Service Credits
If the Service Availability of the Bare Metal Service fails to meet the above commitment, LIASAIL will compensate you according to the following table:
Service Monthly Availability %
Approximate Downtime Duration*
Service Credit (% of Monthly Service Fee)
≥ 99.9%
Over 22 minutes, but not exceeding 44 minutes
Not Applicable
< 99.9% and ≥ 99%
Over 44 minutes, but not exceeding 7 hours 18 minutes
10%
< 99% and less than 24 hours downtime
Over 7 hours 18 minutes, but not exceeding 24 hours
20%
more than 24 hours downtime
Over 24 hours
50%
* For reference only; actual calculation shall prevail.
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