Tencent Cloud Agent Development Platform Service Level Agreement
Last updated: 2025-05-29 15:01:20
Tencent Cloud Agent Development Platform Service Level Agreement
Last updated: 2025-05-29 15:01:20
To use the Tencent Cloud Agent Development Platform Service (the “Service(s)”), you shall read and comply with this Tencent Cloud Agent Development Platform 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 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 Service Introduction
The Tencent Cloud Agent Development Platform Service provided by Tencent Cloud refers to a knowledge application construction platform based on a LLM provided by Tencent Cloud for enterprise customers and partners, providing technical services for dialogue application construction and interactive text dialogue content generation based on the platform and API interface, as well as supporting model-based atomic capability services. The Services will automatically generate specific content through an LLM for the paradigm text of different tasks you input.
1.2 Service Fee
“Service Fee” refers to the fees incurred for purchasing the Services in order to use the Services (including prepaid tokens resource packages, knowledge base capacity, concurrent resources, atomic capabilities, etc.), but do not include the fees for other peripheral Tencent Cloud products used by you in the process of using the Services.
1.3 Service Month
“Service Month” refers to each natural month included in the service term of the Services you purchase. For example, if you purchase the Services for three months, and the date of service opening is March 17, then four Service Months are included, 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 will be accounted separately for each Service Month.
1.4 Service Unavailable Minutes within the Service Month
In a minute, only if all your requests to the Services through the API continuously return Internal Errors, this minute will be counted as “Service Unavailable Minutes” within the Service Month; if only some or none of your requests to the service through the API return Internal Errors in a minute, the Services are deemed to be available in that minute and will not be counted as Service Unavailable Minutes within the Service Month. At the same time, if the number of your requests to the Services in a minute is zero, this minute will not be counted as Service Unavailable Minutes. The sum of the Service Unavailable Minutes in the Service Month is the “Service Unavailable Minutes within the Service Month”.
1.5 Internal Error
Abnormal result returned due to Tencent Cloud Agent Development Platform Service failures are considered “Internal Error”. API request return errors due to network failures, user request parameter errors (for example, illegal request parameters or invalid URLs), or user input errors are not considered Internal Error.
1.6 Total Minutes within the Service Month
“Total Minutes within the Service Month” is calculated as the number of days in a Service Month × 24 (hours) × 60 (minutes).
2. Service Availability
2.1 Calculation of Service Availability
“Service Availability” = (1 - Service Unavailable Minutes within the Service Month / Total Minutes within the Service Month) x 100%
2.2 Service Availability/Service Indicator Standards
The Service Availability of the Services provided by Tencent Cloud shall not be less than 99.5% (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 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 of the Services 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. (the monthly service fee here refers to the actual cash amount paid by you, excluding the fees deducted by vouchers, coupons, service fee reductions, etc.).
Service Availability | Compensation Voucher Amount |
Less than 99.50% but equal to or greater than 95.00% | 10% of monthly Service Fee |
Less than 95.00% | 20% 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.
3.3 Materials for Claims
If you believe that the Service Availability Standard is not met, you may file a claim for compensation within the time limit specified in this Agreement. Your claim for compensation must be accompanied by at least the following information:
(1) AppID and UIN used by your business.
(2) Unavailable time of your business, accurate to the minute.
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 Service Unavailability due to system maintenance caused by Tencent Cloud after notifying you in advance, including cutover, repair, upgrade and simulated failure drills.
4.2 Service Unavailability due to network, equipment failure or configuration adjustment other than any Tencent Cloud equipment.
4.3 Service Unavailability due to attacks on your application interface or data or other improper behavior.
4.4 Service Unavailability due to loss or leakage of data, passwords, etc. due to improper maintenance or confidentiality.
4.5 Service Unavailability due to your negligent authorization, erroneous operation, your own equipment or third-party software and equipment.
4.6 Service Unavailability due to your failure to follow Tencent Cloud product usage documentation or usage recommendations.
4.7 Service Unavailability due to the use exceeding the service capacity limit of the current version.
4.8 Service Unavailability or failure to meet the service standard due to reasons not attributable to Tencent Cloud.
4.9 Service Unavailability during the period of free provision.
4.10 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 in the past 12 months if you suffer damages due to Tencent Cloud’s breach of contract during your use of the Services.
5.2 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.
5.3 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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