StreamPackage Service Level Agreement
Last updated: 2025-06-09 17:17:18
To use the Tencent Cloud StreamPackage Service (the "Service(s)"), you shall read and comply with this Tencent Cloud StreamPackage 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 plans, disclaimers, 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 StreamPackage Service
"Tencent Cloud StreamPackage" refers to a high-quality video packaging and source platform provided by Tencent Cloud, which can provide professional, stable and secure video packaging and delivery services for global users. StreamPackage relies on computing resources in many availability areas deployed by Tencent Cloud worldwide, and combines with audio and video technology developed by Tencent for many years to reduce the difficulty of video packaging and distribution, increase origin resiliency, and allow video providers to securely and stably distribute video streaming media on a large scale. In addition, media packaging services can provide server-side AD insertion, as well as linear channel assembly.
1.2 Error rate
"Error rate" = (Number of errors whose status code is "5xx" in a unit time + Number of normal user requests that fail to reach the media processing server due to StreamPackage service faults in a unit time)/Number of all user requests in a unit time.
Note: 5xx refers to the HTTP status code, indicating a server error. Service statistics of Tencent Cloud StreamPackage take 5 minutes as a unit.
1.3 Service Unavailability
It is deemed as "Service Unavailability" within a unit time (5 minutes as a unit time) if the Error Rate is more than 0.5% (excluding this number) within a unit time. It is counted as "Service Unavailability Minute" when Service Unavailability lasts for 10 minute or more. Minutes less than 10 minute are not counted as Service Unavailability Minutes. Service Unavailable Minute is measured according to the Error rate of the server side.
1.4 Service Unavailability Time
"Service Unavailable Time" refers to the sum of the unavailable minutes of the StreamPackage service in the Service Month.
1.5 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.
1.6 Large-Scale Business Surge
When you have a large-scale business surge, please inform Tencent Cloud in writing at least 3 business days in advance (you can inform the corresponding business personnel of Tencent Cloud by email), otherwise the availability may be affected. Tencent Cloud does not provide business availability commitments for large-scale business surges that you do not notify in writing in advance as agreed, and Tencent Cloud will not be liable for any impact on service availability. The Large-Scale Business Surge includes the following scenarios. If any of the scenarios is met, you should inform Tencent Cloud in advance to apply for escort:
Requests: The number of requests is increased by more than 200000 requests per minute.
Traffic: The traffic is increased by more than 100Gbit per minute.
2.Service Availability/Service Success Rate
2.1 Calculation of Service Availability
"Service Availability" = (1 - Unavailability Minutes within the Service Month / Total Minutes within the Service Month) × 100%.
2.2 Service Availability Standard / Service Success Rate Grade Indicator
The Service Availability of the Services provided by Tencent Cloud shall not be less than 99.7% (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
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.
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 month (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
Service Availability | Compensation Voucher Amount |
Less than 99.70% but equal to or higher than 95.00% | 5% of Monthly Service Fee |
Less than 95% | 10% of Monthly Service Fee |
3.2 Time Limit for Claims
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.
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 does not meet the Service Availability Standard, you may initiate a claim for compensation within the time limit set forth in this Agreement. Your claim must be accompanied by at least the following information:
Appid of the service unavailable account.
Service unavailable period and other relevant evidence.
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 Unavailability due to system maintenance after Tencent Cloud notifies the customer in advance, including cutover, repair, upgrade and simulated fault drill.
4.2 Unavailability due to any network, equipment failure or configuration adjustment other than the network and equipment of Tencent Cloud.
4.3 Unavailability due to an attack on your application interface or data or other misconduct.
4.4 Unavailability caused by loss or leakage of data, passwords, or other credentials due to your improper maintenance or inadequate confidentiality.
4.5 Unavailability due to your negligent authorization, incorrect operation, own equipment or third-party software or equipment.
4.6 Unavailability due to your failure to follow the Tencent Cloud product usage documentation or usage recommendations.
4.7 Unavailability due to errors arising from the disabling of domain names or accounts due to your non-compliance with content regulations or other compliance issues.
4.8 Decrease in availability due to large-scale business surge without prior written notification to Tencent Cloud.
4.9 Unavailability or failure to meet the Service Availability Standard not attributed to Tencent Cloud.
4.10 Unavailability due to Tencent Cloud account arrears.
4.11 The circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud that that exempt Tencent Cloud from any liability or release of compensation liability, etc.
4.12 Tencent Cloud provides solely StreamPackage Service. Tencent Cloud shall bear no liability for any videos supplied by you that violate applicable laws, regulations, governmental policies, or infringe upon third-party rights.
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 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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