TencentDB for MySQL Service Level Agreement
Last updated: 2025-07-29 09:26:32
Note：
This Service Level Agreement for TencentDB for MySQL is effective as of June 27, 2025.
In order to use the TencentDB for MySQL ("Service"), you must carefully read and comply with this Service Level Agreement ("Agreement" or "SLA"), along with the Tencent Cloud Terms of Service. This Agreement contains, among others, the terms and definitions of this Service, Service availability, compensation policies, disclaimers and other related terms. Please read all terms thoroughly to ensure full understanding. Critical clauses - particularly those pertaining to limitations, disclaimers, or material rights - are highlighted in bold, underlined, or similar formatting for emphasis.
In order to use this service, please be sure to carefully read and fully understand the content of each clause, and the restrictions, exemption clauses or other clauses involving your material rights and interests will be highlighted in bold and/or underlined form. If you have any questions about the agreement, you can contact Tencent Cloud through a ticket.
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 TencentDB for MySQL
The TencentDB for MySQL service provided by Tencent Cloud refers to a high-performance enterprise-level database service professionally built based on the open source database MySQL provided by Tencent Cloud to meet the different needs of various scenarios such as various websites and applications. This agreement applies only to TencentDB for MySQL Two-Node (formerly High-availability Edition), Three-Node (formerly Finance Edition), Cluster Edition, and Read-only analysis engine. The details are subject to the services you have purchased and the services provided by Tencent Cloud.
1.2 Service Unavailable
If all attempts to establish a connection to a designated TencentDB for MySQL instance or consecutive attempts to read and write requests fail within a certain minute, and the status persists for 1 minute or more, the TencentDB for MySQL instance service is deemed unavailable within that minute.
1.3 Single Instance Service Unavailable Minutes
Single-instance unavailable minutes = Instance unavailability resolution time - Instance unavailability start time.
The unavailable time is calculated by minutes, and if the number of unavailable minutes exceeds 1 minute or more, it is calculated as 1 minute. For example, if the number of unavailable minutes is 1 minute and 1 second, it will be counted as 2 minutes. If the service fault recovery time is less than 1 minute (that is, the instance is unavailable for less than 1 minute), the unavailability minutes are not counted.
1.4 Monthly Unavailable Minutes for Single Instance Service
The unavailable unit time in each service month is added up to obtain the number of unavailable minutes in the service month.
1.5 The total number of service minutes in a service month
It is calculated based on the number of days in the service month * 24 (hours) * 60 (minutes).
1.6 Monthly Service Fee
The total amount of Service fees that you pay for a single TencentDB for MySQL instance in a service month, excluding the portion that has been purchased but not consumed. If you pay for more than one month at once, the monthly Service fee will be amortized based on the number of months purchased.
1.7 Monthly Service
If you purchase the Service for three months and the Service activation date is March 17, it includes 4 service months, of which the first service month refers to March 17 to March 31, the second service month refers to April 1 to April 30, the third service month refers to May 1 to May 31, and the fourth service month refers to June 1 to June 16. Service availability is calculated separately on a monthly basis.
2. Service Availability / Service Success Rate
2.1 Service Availability / Service Success Rate Calculation
Service availability is calculated as follows: Service availability = (1 - Monthly unavailable minutes of single-instance service / Total monthly service minutes of single-instance service) * 100%.
2.2 Service Availability / Service Metrics Criteria
The availability of this Service provided by Tencent Cloud is as follows:
For instances deployed in the three-Node Multi-AZ architecture, the availability provided by this Service is not less than 99.99%.
For instances deployed in the Two-Node Multi-AZ architecture, the availability provided by this Service is not less than 99.97%.
For instances deployed in a three-Node Single-Zone architecture, the availability provided by this Service is not less than 99.97%.
For instances deployed in a Two-Node Single-AZ architecture, the availability provided by this Service is not less than 99.95%.
For instances of the Cloud Disk Edition and Read-only analysis engines, the availability of this Service is not less than 99.95%.
If the above availability standards are not met (except for those under the disclaimer clause), you may apply for compensation in accordance with Clause 3 of this Agreement.
3. Compensation
For this service, if the service availability is below the standard, you have the right to apply for compensation in accordance with the following terms:
3.1 Compensation Standard
(1) The compensation shall be in the form of vouchers issued by Tencent Cloud, and you shall comply with the rules for the use of vouchers (including the period of use, etc., which shall be subject to the relevant rules of vouchers published on Tencent Cloud's official website). The vouchers issued cannot be redeemed for cash or invoiced, and can only be used when you purchase the Service through your Tencent Cloud account, and cannot be used to purchase other Tencent Cloud services, nor can you transfer or give away the vouchers.
(2) If the Service does not meet the Service availability standards for a Service month, the compensation amount shall be calculated separately based on the corresponding non-standard Service month, and the total amount of compensation shall not exceed the total monthly Service fee paid by you for the corresponding non-standard Service month.
Service Type | Monthly availability of the TencentDB for MySQL service | Compensation voucher amount |
Three-Node Multi-AZ | Lower than 99.99% but equal to or higher than 99% | 15% of the monthly Service fee |
| Lower than 99% but equal to or higher than 95% | 30% of the monthly Service fee |
| Lower than 95% | 100% of the monthly Service fee |
Two-Node Multi-AZ or Three-Node Single-AZ | Lower than 99.97% but equal to or higher than 99% | 15% of the monthly Service fee |
| Lower than 99% but equal to or higher than 95% | 30% of the monthly Service Fee |
| Lower than 95% | 100% of the monthly Service Fee |
Two-Node Single-Zone instances / Cluster Edition instances / Read-only analysis engine | Lower than 99.95% but equal to or higher than 99% | 15% of the monthly Service Fee |
| Lower than 99% but equal to or higher than 95% | 30% of the monthly Service Fee |
| Lower than 95% | 100% of the monthly Service Fee |
3.2 Compensation Claim Time Limit
(1) If the Service does not meet the TencentDB for MySQL Service Availability standard in a given month, you may file a claim for reimbursement only through the ticketing system of the account for which you use the Service and the availability standard does not meet the standard after the fifth (5th) business day of the month following the end of the applicable Service Month in which the Service does not meet the Service availability standard. In the event of a dispute between the two parties regarding the calculation of the monthly service availability of the Service, both parties agree that the final background log records of Tencent Cloud shall prevail.
(2) You should file a claim no later than sixty (60) calendar days after the end of the applicable month of Service for which it did not meet the Service availability standard. If you do not submit an application for compensation within sixty (60) days after the end of the corresponding Service month that fails to meet the standard, or if you only submit an application for compensation more than sixty (60) days after the end of the corresponding Service month that fails to meet the standard, or if you submit an application in a manner other than that agreed in this Agreement, you shall be deemed to have automatically waived your right to claim compensation and claim other rights against Tencent Cloud, and Tencent Cloud has the right not to accept your claim for compensation and not to make any compensation or compensation to you.
3.3 Compensation Claim Materials
If you believe the Service fails to meet the Service availability standards, you may file a compensation claim within the timeframe specified in this Service Level Agreement (SLA). Your claim must include, at minimum, the following information:
(1) The Instance ID where the Service is unavailable; and
(2) The duration of Service unavailability and other relevant proofs.
4. Exceptions to this SLA
If you use this Service through public beta, private beta, invitation test, or free of charge or within the free quota, although Tencent Cloud will provide the Service according to the functions described in the Service documentation, Tencent Cloud does not make any promises about Service availability and Service success rate, and the Service availability standards and compensation standards of this SLA do not apply to the abovementioned scenarios.
5. 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 any of the following reasons:
5.1 any network or device failure, system failure, communication line failure, or configuration adjustment other than Tencent Cloud's owned equipment.
5.2 your application is hacked.
5.3 loss or leakage of data, passwords, passwords, etc., that is caused by improper maintenance or confidentiality by you.
5.4 your negligence or by actions authorized by the customer.
5.5 your failure to comply with the Tencent Cloud Terms of Service, the Service usage documentation, or the usage suggestions.
5.6 the Service is unavailable or substandard due to the software you install or other third-party software or configurations that are not directly operated by Tencent Cloud.
5.7 unavailability due to force majeure. Force majeure refers to circumstances that cannot be foreseen by the parties to the agreement, and its occurrence and consequences cannot be overcome or avoided, including but not limited to: natural disasters such as floods, hail, tsunamis, typhoons, droughts, fires, etc.; Government actions, such as policies, laws, regulations, and new actions and measures promulgated or adjusted or changed by government authorities, resulting in the failure to perform the agreement; social anomalies such as riots, sickness, war, strikes (but not including internal labor disputes between the parties), etc.; Other unforeseeable, insurmountable and unavoidable events that have a significant impact on one or more parties.
5.8 unavailability caused by Service exceptions caused by the following circumstances:
(1) Changes in basic telecommunication resources. Including but not limited to the technical adjustment of the telecommunications sector, the installation, transformation and maintenance of telecommunication networks/power resources by the telecommunications/power departments, and the destruction of telecommunications/power lines;
(2) The management and control behavior of government departments and operators;
(3) Blockage, reduced operational efficiency, or hacking of public networks;
(4) Other circumstances that are not caused by the fault of Tencent Cloud and beyond the control or reasonable foreseeability of Tencent Cloud.
5.9 the server is suspended or terminated due to your failure to purchase or pay for the Service as agreed.
5.10 the server is suspended or terminated due to your violation of this Agreement or the Tencent Cloud Terms of Service.
5.11 temporary interruption or suspension of the Service due to the "routine maintenance" described in the service documentation for TencentDB for MySQL.
5.12 Service unavailability or substandard service caused by reasons not attributable to Tencent Cloud.
5.13 Tencent Cloud may be exempted from liability or liability for compensation as described under relevant laws and regulations, relevant agreements (including the Tencent Cloud Terms of Service and other agreements referenced in this Agreement), relevant rules (including descriptions of service content, prices and other service matters on the relevant pages of the official website, and the terms and conditions of the pages and usage documents that you have confirmed and agreed to during the purchase and use of the Service), or relevant rules and explanations applicable to the Service separately issued by Tencent Cloud.
6. Miscellaneous
6.1 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.
6.2 Based on the timeliness, complexity, and efficiency of the Network Services, as well as the response to regulatory requirements and policy norms, you agree that Tencent Cloud may modify the terms of this Agreement, and you can view the relevant terms of this Agreement in the latest version of Tencent Cloud's official website. If you do not agree with the modifications made by Tencent Cloud to the Agreement, you have the right to stop using the Services, and if you continue to use the Services, it means that you have fully read, understood, and accepted the modified content, and will follow the revised content.
6.3 The descriptions of the Service content, pricing, and other service matters on relevant pages of the Tencent Cloud official website, as well as online terms, usage documentation, etc., that you confirm and agree to in 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. (End)
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