Tencent Cloud Smart Advisor Service Level Agreement
Last updated: 2025-06-09 17:07:39
In order to use the Tencent Cloud Smart Advisor ("Service"), you must read and comply with this Tencent Cloud Smart Advisor Service Level Agreement (this "Agreement" or "SLA"), and the Tencent Cloud Terms of Service. This Agreement contains, among others, the terms and definitions of this Service, Service availability metrics, compensation policies, disclaimers, and other related terms.
To use the Service, you must carefully read and fully understand all terms herein. Terms involving limitations, disclaimers, or other clauses concerning your significant rights and interests will be highlighted for your attention through formats such as bolding and/or underlining. If you have any questions regarding this Agreement, you may consult Tencent Cloud by submitting a request.
Unless you have fully read, completely understood, and accepted all terms of this Agreement, please do not purchase or use the Service. By checking a box, clicking confirm/agree, purchasing or using the Service in any manner, or otherwise expressly or impliedly indicating your acceptance of this Agreement, you shall be deemed to have read, understood, and agreed to be bound by this Agreement. This Agreement shall become legally effective between you and Tencent Cloud and constitute a legally binding document for both parties.
1. Definitions
1.1 Tencent Cloud Smart Advisor
The Service refers to Tencent Cloud providing you with a suite of application capabilities for Well-Architected Framework governance, discovering resource risks and obtaining expert optimization suggestions and best practices for the cloud-based Well-Architected Framework, assisting you in enhancing business fault tolerance and continuity.
1.2 Service Month
A Service Month refers to each calendar month within the service period during which you purchase and use the Service. For example, if you purchase a three-month service starting on March 17, there are four Service Months:
The 1st Service Month: March 17 – March 31
The 2nd Service Month: April 1 – April 30
The 3rd Service Month: May 1 – May 31
The 4th Service Month: June 1 – June 16
Service availability is calculated separately for each Service Month.
1.3 Service Unavailability
Service Unavailability is defined as any of the one-minute interval during which all your attempts to operate within the Tencent Cloud Smart Advisor platform and/or invoke Tencent Cloud Smart Advisor interfaces have failed due to reasons attributable to Tencent Cloud Smart Advisor, which means you are consistently unable to use the Tencent Cloud Smart Advisor service normally. If a user partially succeeds in using some functions or services of the Service within the one-minute interval, the Service shall be deemed available during that minute and shall not be counted towards the Unavailable Minutes within the Service Month, subject to the exceptions as stipulated in Article 4 (Limitation of Liability) of this Agreement.
1.4 Unavailable Minutes within a Service Month
The sum of minutes of Service Unavailability within a Service Month constitutes the total Unavailable Minutes within a Service Month.
1.5 Total Service Minutes within a Service Month
Total Service Minutes within a Service Month are calculated as follows:
the number of days in the Service Month × 24 (hours) ×60 (minutes).
2. Service Availability
2.1 Service Availability Calculation
Service Availability = (1 – Unavailable Minutes within a Service Month / Total Service Minutes within a Service Month) × 100%
2.2 Service Availability Commitment
The Service Availability provided by Tencent Cloud shall be no less than 99.95%.
3. Non-Applicability of Service Availability Commitment and Compensation
If you use the Service through public beta, internal testing, invitation testing, free of charge, or within free usage quotas, although we will provide the Service according to the functionalities described in the product documentation, we make no commitment regarding Service Availability and/or service success rate. The relevant availability standards and compensation standards of this SLA do not apply to the aforementioned scenarios.
4. Limitation of Liability
Service Unavailability caused by the following reasons shall not be included in the calculation of Service Unavailability or within Tencent Cloud's scope of compensation. To the maximum extent permitted under applicable laws, Tencent Cloud disclaims any and all liabilities for Service Unavailability that are caused by:
4.1 Any failure or configuration adjustment of networks, equipment, systems, or communication lines that are not owned by Tencent Cloud.
4.2 Attacks by hackers on your applications.
4.3 Loss or leakage of data, passwords, or credentials caused by your improper maintenance or inadequate confidentiality measures.
4.4 Your negligence or any operations performed under your authorization.
4.5 Your failure to comply with the Tencent Cloud Terms of Service, this Agreement, or any usage recommendations.
4.6 Service Unavailability or failure to meet service standards caused by any software installed by you or any other third-party software or configurations not directly operated by Tencent Cloud.
4.7 Service Unavailability caused by Force Majeure. Force Majeure refers to unforeseeable circumstances whose occurrence and consequences are unavoidable and insurmountable by the parties to the agreement, including but not limited to: natural disasters such as floods, hailstorms, tsunamis, typhoons, droughts, fires, etc.; government actions such as the promulgation, adjustment, or change of policies, laws, regulations, or the adoption of new actions/measures by government authorities leading to the inability to perform the agreement; social anomalies such as riots, epidemics, wars, strikes (excluding internal labor disputes of the parties), etc.; other unforeseeable, unavoidable, and insurmountable events causing significant impact to one or more parties.
4.8 Service Unavailability caused by the following circumstances:
(1) Changes in basic telecommunications resources, including but not limited to technical adjustments by telecommunications departments, installation, modification, or maintenance of telecommunication/power networks/resources by telecommunication/power departments, or destruction of telecommunication/power lines;
(2) Control actions by government authorities or operators;
(3) Congestion or reduced operational efficiency of public networks, or hacker activities;
(4) Other circumstances not attributable to Tencent Cloud's fault, which are beyond Tencent Cloud's control or reasonable foreseeability.
4.9 Server suspension or termination due to your failure to purchase or pay service fees as agreed.
4.10 Server suspension or termination due to your violation of this Agreement, the Tencent Cloud Terms of Service.
4.11 Short-term service interruption or suspension caused by Tencent Cloud performing "Routine Maintenance" of the Service in accordance with the Tencent Cloud Terms of Service.
4.12 Service Unavailability or failure to meet service standards caused by reasons not attributable to Tencent Cloud.
4.13 Circumstances where Tencent Cloud shall be exempted from liability or compensation in accordance with relevant laws and regulations, relevant agreements (including the Tencent Cloud Terms of Service and other agreements referenced herein), relevant rules (including descriptions of the Service's content, pricing, and other service matters on the official website, and online terms, usage documentation, rules confirmed by you during your purchase or use of the Service), or rules, explanations, etc., applicable to this Service as separately issued by Tencent Cloud.
5. Miscellaneous
5.1 Both parties hereby confirm and acknowledge that under any circumstances, if you suffer losses due to Tencent Cloud's breach of contract during your use of the Service, the total aggregate liability of Tencent Cloud for breach shall not exceed the total service fees you have paid for the corresponding Service in relation to the said breach by Tencent Cloud. If you have used the Service for more than 12 months, the total aggregate liability of Tencent Cloud shall not exceed the total service fees paid by you for the Service in the 12 months immediately preceding the date of the event giving rise to the liability first occurred.
5.2 Due to the timeliness, complexity, efficiency, and other characteristics of network services, as well as the need to respond to regulatory requirements and policy norms, you agree that Tencent Cloud may amend the terms of this Agreement from time to time. You may review the latest version of the relevant terms of the Agreement on the Tencent Cloud official website. If you do not agree to the amendments made by Tencent Cloud to the Agreement, you have the right to stop using the Service. If you continue to use the Service, it shall be deemed that you have fully read, understood, and accepted the amended Agreement and have agreed to abide by it.
5.3 Descriptions of the Service's content, pricing, and other service matters on relevant pages of the Tencent Cloud official website (https://cloud.tencent.com), as well as online terms, usage documentation, etc., confirmed by you during the purchase or use of the Service, constitute an integral part of this Agreement. As an ancillary agreement to the Tencent Cloud Terms of Service, this Agreement shall have the same legal effect as the Tencent Cloud Terms of Service. For matters not stipulated herein, you shall comply with the relevant provisions of the Tencent Cloud Terms of Service. In case of any conflict or inconsistency between this Agreement and the terms of the Tencent Cloud Terms of Service, this Agreement shall prevail, but only to the extent of such conflict or inconsistency.
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