CSS Service Level Agreement
Last updated: 2025-10-10 09:51:22
To use the Tencent Cloud Streaming Service (the "Service(s)"), you shall read and comply with this Tencent Cloud Streaming Service Level Agreement (the "Agreement" or the "SLA") and the Tencent Cloud Service Agreement. This Agreement contains the terms and definitions of the Services, service availability/service success rate grade indicator, compensation plan, disclaimer, and other relevant contents. Please be sure to read and fully understand the terms and conditions of this Agreement. Limitations, disclaimers, and other terms involving your material rights and interests may prompt your attention in bold, underlined, etc.
Please do not purchase or use the Services unless you have thoroughly read, fully understood, and accepted all the terms of this Agreement. By clicking "Agree" or "Next", or purchasing or using the Services, or accepting this Agreement in any other explicit or implicit manner, you are deemed to have read and agreed to be bound by this Agreement. This Agreement shall have legal effect between you and Tencent Cloud and shall become a legally binding document for both parties.
1. Terms and Definitions
1.1 Tencent Cloud Streaming Service (CSS)
"Tencent Cloud Streaming Service" or "CSS" refers to the low-latency, high-concurrency, stable and smooth audio and video live broadcast service provided by Tencent Cloud for you. It is generally divided into Basic Services and Value-added Services. "Basic Service" refers to services that implement push-pull streaming services through standard live broadcast and fast live broadcast. For details, please see the Basic Service details; "Value-added Service" refers to transcoding, recording, screenshot and other services other than Basic Services. For details, please see the Value-added Service details. The actual services shall be subject to the Services you purchased and the service content provided by Tencent Cloud.
1.2 Service Term
A natural month is considered as a Service Term (a "Service Month"). If it is less than a month, it is calculated from the actual use day to the last day of the month. For example, if you start using streaming on March 19, the first Service Month is from March 19 to March 31. Service Availability is calculated separately according to the Service Month.
Note: For the application of event escort services, the Service Availability is calculated based on the current event and is calculated separately according to the minimum event reporting time or duration.
1.3 Unit Time
The statistics of Tencent Cloud Streaming Service are calculated in 5-minute units (the "Unit Time"), with 288 statistical points per day. The time period represented by the 00:00:00 time point is 00:00:00 - 00:04:59, and so on.
1.4 Failed Request
"Failed Request" refers to the Request Exception caused by failures in the Cloud Streaming Basic Service. "Request Exception" refers to the return of a 5XX error code after you initiate any valid request or the failure to respond to the request within 20 seconds of the long link, excluding:
Business anomalies caused by streaming anomalies or source station anomalies.
Exceptions caused by account or domain being blocked due to content violations or non-compliance.
Hotlinking and authentication failure due to reasons not attributed to Tencent Cloud.
Service Unavailability caused by failure to follow Tencent Cloud product introduction documents or operation suggestions.
Error requests or Service Unavailability caused by reasonable upgrades, changes, or downtime initiated by the live video streaming service.
Notice：
One IP is regarded as one user, and repeated Failed Requests from the same IP within the statistical period are counted as one Failed Request.
Any Request Exceptions caused by the situations described in the disclaimer below will not be counted as Failed Requests.
1.5 Failed Task
"Failed Task" refers to task abnormalities caused by failures in the Cloud Streaming Value-added Service, and tasks that should have been executed successfully but were not.
Notice：
Repeated Failed Tasks within the statistical period are counted as one Failed Task.
1.6 Valid Request
"Valid Request" refers to Cloud Steaming Service request received by the Cloud Steaming server, and do not include requests initiated by hackers attacking the Tencent Cloud platform from non-customer applications.
1.7 Valid Task
"Valid Task" refers to the tasks that the Cloud Steaming Value-added Service should perform.
1.8 Failure Rate per Unit Time
"Failure Rate per Unit Time" refers to the ratio of Failed Requests or Failed Tasks received by the server per Unit Time to the total number of Valid Requests or Valid Tasks received by the server per Unit Time.
Basic Service Failure Rate per Unit Time = number of Failed Requests per Unit Time / total number of Valid Requests per Unit Time × 100%
Value-added Service Failure Rate per Unit Time = number of Failed Tasks per Unit Time / total number of Valid Tasks per Unit Time × 100%
Notice：
If your total number of Valid Requests or Valid Tasks per Unit Time is less than 100, the Failure Rate per Unit Time will not be included in the statistical scope.
1.9 Number of Unit Time within the Service Month
"Number of Unit Time within the Service Month" is calculated as total number of days in the Service Month × 24 (hours) × 12 (pieces/hour).
1.10 Monthly Service Fee
The Monthly Service Fee for Cloud Streaming under a customer’s Tencent Cloud account within a Service Month is mainly divided into:
Monthly Service Fee for Basic Service: refers to the traffic fee or bandwidth fee calculated based on traffic or bandwidth. For details, please refer to Fee for Basic Service.
Monthly Service Fee for Value-added Services: refers to the fees for transcoding, recording, screenshots and pornographic detection in addition to Basic Services. For details, please refer to Fee for Value-added Services.
If you purchase multiple prepaid packages at one time, the actual consumption in that month will prevail.
2. Service Availability
2.1 Calculation of Service Availability
The "Service Availability" of Cloud Streaming Basic Services and Value-added Services within the Service Month is calculated based on the account dimension. The calculation method is as follows:
Service Availability of Basic Services = (1 - sum of Failure Rate per Unit Time of Basic Services within the Service Month / number of Unit Time of Basic Services within the Service Month) × 100%
Service Availability of Value-added Services = (1 - sum of Failure Rate per Unit Time of Value-added Services within the Service Month / number of Unit Time of Value-added Services within the Service Month) × 100%
2.2 Service Indicator Standard
The Service Availability of the Cloud Steaming Services provided by Tencent Cloud shall not be less than 99.9% (the "Service Availability Standard"). If the Service Availability Standard is not met (excluding cases covered by disclaimers), you shall be entitled to compensation in accordance with Article 3 of this Agreement.
3. Compensation Plan
For the Services, if the Service Availability is lower than the Service Availability Standard, you shall be entitled to compensation as per the following terms:
3.1 Compensation Standard
(1) Compensation will be provided in the form of Cloud Steaming vouchers issued by Tencent Cloud, and you must comply with vouchers usage rules (including usage period, etc., subject to the voucher-related rules published on the website of Tencent Cloud). The vouchers issued cannot be exchanged for cash, or be accompanied by invoices. Such vouchers can only be used to purchase the Services through your corresponding Tencent Cloud account, and cannot be used to purchase other services provided by Tencent Cloud. The vouchers cannot be transferred or gifted, etc.
(2) If the Service Availability Standard in this Agreement is not met in a Service Month, the compensation will be calculated separately according to the corresponding Service Month, and the total amount of compensation shall not exceed the corresponding Monthly Service Fee paid by you for the Services for the respective Service Month (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
Service Availability | Compensation Voucher Amount |
Less than 99.90% but equal to or greater than 95.00% | 5% of Monthly Service Fee |
Less than 95.00% | 10% of Monthly Service Fee |
3.2 Time Limit for Claims
(1) If the Service Availability Standard is not met in a Service Month,you may claim for compensation only through the work order system of your corresponding account after the fifth (5th) business day of the month following the end of the corresponding Service Month in which the Service Availability Standard is not met. Tencent Cloud will conduct verification after you have filed the claim for compensation. In case of a dispute between the parties regarding the calculation of the Service Availability in the Service Month, both parties agree that Tencent Cloud’s backend records shall ultimately prevail.
(2) The latest deadline for you to file a claim for compensation shall not exceed sixty (60) calendar days after the end of the corresponding Service Month that the Service Availability Standard is not met. If you fail to file a claim for compensation within the aforesaid period, or file a claim after the aforesaid period, or file a claim in a manner other than that agreed in this Agreement, it shall be deemed that you have automatically waived your right to demand compensation and any other claims against Tencent Cloud, and Tencent Cloud reserves the right to decline your claim for compensation and shall not be liable for any compensation or indemnification to you.
4. Disclaimer
For Service Unavailability caused by the following reasons, the corresponding Service unavailability time does not fall within the scope of the calculation of Service unavailability and Tencent Cloud’s compensation, and Tencent Cloud shall not be responsible for you:
4.1 Errors or playback failures caused by the customer’s domain name or account being disabled due to content violations or other compliance issues.
4.2 Unavailability due to the loss or leakage of data, passwords, etc. caused by improper maintenance or confidentiality of the customer.
4.3 Unavailability due to the customer’s negligence or operations authorized by the customer.
4.4 Unavailability due to the customer’s website being attacked by hackers.
4.5 If a customer has a large-scale sudden increase, the customer must inform Tencent Cloud in writing at least 3 working days in advance to apply for the Streaming Service escort. Otherwise, Tencent Cloud will not be responsible for the availability impact caused by this. Large-scale sudden growth includes the following scenarios. If any of the scenarios is met, you need to inform Tencent Cloud in advance to apply for escort:
(1) The sudden increase exceeds 100% of the daily peak and monthly average bandwidth value of the most recent month, and the incremental value exceeds 200 Gbps.
(2) Scenarios where the daily peak bandwidth burst growth is greater than 500 Gbps.
(3) The number of requests exceeds three times the daily peak and monthly average of the past month.
4.6 Unavailability due to system maintenance after Tencent Cloud notifies the customer in advance, including cutover, repair, upgrade and simulated failure drills.
4.7 Failure due to Tencent Cloud complies with product specification notifications and cooperates with changes, but the changes are not made by the deadline.
4.8 Playback failure caused by abnormalities on the streaming end.
4.9 Video playback failure caused by the customer enabled anti-hotlink authentication and the anti-hotlink authentication expired.
4.10 Unavailability due to any network or equipment failure or configuration adjustment other than Tencent Cloud equipment.
4.11 Problems caused by incompatibility between Tencent Cloud’s implementation and the customer’s audio and video container implementation due to the customer’s audio and video container format not meeting the container standard definition or due to the lack of clear definition in the standard, including but not limited to:
(1) The transcoded file meets the standard, but some players cannot play it normally due to the limited decoders supported by the players.
(2) The encapsulation format and encoding format of the streaming video source do not meet the standards, and the video source cannot be played normally by players such as VLC/ffplay/potplayer.
4.12 Problems caused by Tencent Cloud’s default processing method in the event of audio and video stream abnormalities, including but not limited to: stream interruption, data missing or delayed arrival, audio and video timestamps not strictly incremented according to the frame rate, serious synchronization problems with the source audio and video, I frame size exceeding the platform default size, GOP exceeding the platform default size, etc.
4.13 Unavailability due to force majeure and unexpected events.
4.14 Other unavailability or failure to meet the Service Availability Standard not attributed to Tencent Cloud. (including but not limited to invalid domain name registration, expired certificate, etc.).
4.15 The circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud that Tencent Cloud can exempt from any liability or release of compensation liability.
5. Miscellaneous
5.1 The parties acknowledge and hereby agree that under no circumstances shall Tencent Cloud’s compensation liability for breach of contract in aggregate exceed the corresponding service fees you have paid for the defaulted Services if you suffer damages due to Tencent Cloud’s breach of contract during your use of the Services.
5.2 Cloud Streaming access restriction verifies the legitimacy of the request through information such as IP, Referer and authentication key. However, it is possible that forged information may bypass verification and misuse the Services, so it is not recommended that the business rely heavily on this technology for content protection. Tencent Cloud is not responsible for customer losses caused by this situation. If you have higher requirements for content security, it is recommended to use remote authentication to determine the legitimacy of live broadcast requests.
5.3 Tencent Cloud reserves the right to modify this Agreement when appropriate or necessary according to any changes. You can refer to the relevant contents in the latest version on the website of Tencent Cloud. If you do not agree with Tencent Cloud’s modification to this Agreement, you have the right to stop using the Services. If you continue to use the Services, you shall be deemed to have accepted the modified Agreement.
5.4 This Agreement, as an ancillary agreement of Tencent Cloud Service Agreement, shall have the same legal effect as Tencent Cloud Service Agreement. You shall comply with the provisions in Tencent Cloud Service Agreement for matters not specified in this Agreement. In the event of a conflict or inconsistency between the terms of this Agreement and Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency. (End)
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