LIA-ECS 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 ECS instance 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: An ECS instance is considered unavailable for a given minute if, for that entire minute, it fails to establish bidirectional (outbound/inbound) TCP or UDP connectivity with any IP address, provided that inbound and outbound traffic rules are correctly configured. This unavailability state must persist for more than 1 minute for the minute to be 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. 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 ECS instance service, the following situations shall not be counted as Service Unavailability:
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 ECS instance operations, including but not limited to instance reinstallation, shutdown, or restart resulting in loss of connectivity.
Caused by the customer's failure to use the service in accordance with the service documentation or operational guidelines.
Caused by errors resulting from software installations or configurations performed by the customer within the ECS instance.
Caused by suspension or termination of the ECS instance due to the customer's violation of the LIASAIL Terms of Service, including but not limited to service suspension or instance release due to overdue payments.
Caused by routine system or service maintenance.
Caused by force majeure events, including but not limited to natural disasters such as earthquakes, floods, epidemics, and social events such as war, unrest, government actions, telecom backbone line interruptions, hacking, network congestion, technical adjustments by telecom departments, government regulations, and other unforeseeable, unavoidable, and insurmountable events.
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 ECS instance service per Service Cycle is no less than 99.9%
6. Service Credits
If the Service Availability of the ECS instance 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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