CTEM Service Level Agreement
Last updated:2025-09-24 17:40:50
To use the Tencent Cloud Exposure Management Service (the “Service“), you need to read and comply with this Tencent Cloud Exposure Management Service Service Level Agreement (this “Agreement” or “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains the terms associated with the Service and definitions of the Service, Service Response Metrics, Compensation Schemes, Disclaimers, and other related content. Please carefully read and fully understand each and every provisions hereof, and the provisions restricting or releasing certain liabilities, or otherwise related to your material rights and interests, are in bold font or underlined or otherwise brought to your special attention.
Please do not purchase or use the Service, unless you have fully read, completely understood and accepted all terms hereof. By clicking “Agree“ / ”Next“ or by purchasing or using the Service, or by otherwise accepting this Agreement, whether express or implied you are deemed to have read, and agreed to be bound by this Agreement. This Agreement shall then have legal effect on both you and Tencent Cloud, constituting a legally binding document for both parties.
1.Terminology and Definitions
1.1 Tencent Cloud Exposure Management Service
The Tencent Cloud Exposure Management Service refers to Tencent Cloud's provision of risk information mining, analysis, and validation regarding the accessibility, exposure, and exploitability of enterprise assets, along with remediation recommendations, to proactively manage the impact of internal and external threats. The Service includes Major Threat Exposure Monitoring and Analysis Service and Service Phase Report Submission Service, subject to the service specifications you purchase and the content provided by Tencent Cloud.
1.2 Delivery Method(s)
Delivery Method(s) refers to the submission method of deliverables generated by the Service, including notifications of Major Threat Exposures and submission of service phase reports. Submission methods include but are not limited to WeChat groups, Enterprise WeChat groups, email, and the console, as agreed upon by the Service Team during the initial service phase.
1.3 Service Month(s)
Service Month(s) is the calendar month(s) within the term of the Service purchased by you. For example, if you purchase the Service for a term of three months starting from March 17, there will be four (4) Service Months (the first Service Month from March 17 to March 31, the second from April 1 to April 30, the third from May 1 to May 31, and the fourth from June 1 to June 16). The Service Response Time will be calculated separately for each Service item within each Service Month.
1.4 Service Validity Period
Service Validity Period refers to the service validity period specified in the effective online order after you purchase the Service through Tencent Cloud's official website.
1.5 Service Response Time
The Service Response Time for this Service is categorized into the following two categories, corresponding to the two service components: "Critical Threat Exposure Monitoring and Analysis Service" and "Service Phase Report Submission Service":
(1) Major Threat Exposure Monitoring and Analysis Service Response Time: it refers to the time taken by the Exposure Management Service team (the "Service Team") to manually analyze, validate, and notify the customer after detecting a major threat exposure. The calculation formula is the time of notification to the customer after analysis and validation minus the time of detection by the monitoring system.
(2) Service Phase Report Submission Service Response Time:
Immediate Critical Exposure Risk Report Response Time: it refers to the time taken from detecting a major threat exposure to completing risk analysis, validation, report drafting, and submission. The calculation formula is actual report submission time minus the time of major threat exposure data entry into the system. For example, if the console detects a major threat exposure at 09:00 and completes the report submission at 14:00, the response time is 5 hours.
Routine Exposure Monitoring Report Response Time: it refers to the time taken from generating weekly routine threat exposure monitoring reports to manual analysis and validation. The calculation formula is the actual report submission time minus the agreed report delivery time. For example, if the Service Team agrees to submit the previous week’s routine monitoring report every Monday at 08:30 but submits it at 16:30, the response time is 8 hours.
1.6 Major Threat Exposure
Major Threat Exposure refers to system vulnerabilities or weaknesses officially defined as "Critical" by CVE or product vendors, publicly available exploits easily usable by general technicians (e.g. unauthorized access), or security threats such as core data leaks (e.g., dark web data leaks, GitHub cloud key leaks).
1.7 Service Response Time Exceeded
Service Response Time Exceeded occurs when the Service fails to respond within the agreed Service Response Time.
1.8 Service Timeout Count(s)
Service Timeout Count (s) refers to the total number of times the Service fails to respond within the agreed Service Response Time in a Service Month. For example, if there is 1 active Service Response Time Exceeded and 1 passive Service Response Time in a Service Month, the total Service Response Time Exceeded for that Service Month is 2.
1.9 Service Response Time Metric Standard
Service Response Time Metric Standard refers to the standard where the total number of responses within the agreed Service Response Time in a Service Month meets the Service's commitment.
2. Service Response Time
2.1 Service Response Time
Service Item | Service Response Time |
Major Threat Exposure Monitoring and Analysis Service | Respond within 4 hours (on statutory working days 10:00-12:00, 14:00-17:00), when the service team monitors that the user's system has Major Threat Exposure surfaces, within 4 hours after detection by the monitoring system, will analyze, verify, and notify the user. |
Service Phase Report Submission Service | Immediate Major Exposure Risk Report Response Time: for detected Major Threat Exposures, the analysis report must be completed and submitted within 8 business hours (10:00–12:00, 14:00–17:00) after analysis and validation. Routine Exposure Monitoring Report Response Time: weekly routine threat exposure monitoring reports will be submitted within 12 hours of the agreed delivery time (10:00–12:00, 14:00–17:00). |
2.2 Service Response Time Metric Standard
Tencent Cloud commits that the Service Timeout Count(s) in each Service Month does not exceed 3 times (inclusive). If the Service Response Time Metric Standard is not met (other than in any circumstances as provided in the Release of Liabilities provisions), you may claim compensation according to the Section 3 of this Agreement.
3. Compensation Plan
In respect of the Service, if the Service Response Time fails to meet the Service Response Time Metric Standard, you will be entitled to compensations in accordance with the following items:
3.1 Standards of Compensation
1. Compensations will be made in the form of voucher by Tencent Cloud, you should follow the rules for using the voucher (including, among others, the valid term; for details, please refer to the relevant rules of voucher published on Tencent Cloud’s official website). You cannot redeem such voucher for cash, or request to issue an invoice for such voucher. Such voucher can only be used to purchase the Service by using your Tencent Cloud account. You cannot use the voucher to purchase other services of Tencent Cloud, nor should you give the voucher to third party for consideration or for free.
2. If the Service Response Time in a Service Month fails to meet the Service Response Time Metric Standard, the amount of compensation shall be calculated for such Service Month separately, and the aggregate amount shall be no more than the applicable Monthly Service Fee paid by you for such Service Month (excluding any fees offset by vouchers, coupons, service fee waivers, or other deductions).
Compensation Scenario | Value of Compensation Voucher |
3 < Number of Service Timeout Count(s) ≤ 5 in a Service Month | 5% of the Monthly Service Fee |
Number of Service Timeout Count(s) > 5 in a Service Month | 10% of the Monthly Service Fee |
3.2 Time Limit for Compensation Application
(1) If a Service Response Time in a Service Month fails to meet the Service Response Time Metric Standard, you may apply for compensation only through the support ticket system under your relevant account after the fifth (5th) business day of the month immediately following such Service Month. Tencent Cloud will verify and ascertain your application upon receipt of such application, If there is any dispute over the calculation of the Service Response Time for a Service Month, both parties agree that the back-end record of Tencent Cloud shall prevail.
(2) You shall apply for compensation no later than the sixtieth (60th) calendar day following the end of the applicable Service Month in which the Service Response Time fails to meet abovementioned standard. If you fail to make any application within such period, or make the application after such period, or make the application by any means other than that agreed herein, it shall be deemed that you have voluntarily waived your right to apply for such compensation and any other rights you may have against Tencent Cloud, in which case Tencent Cloud has the right to reject your application for compensation and not to make any compensation to you.
3.3 Application Materials for Compensation
If you believe that the Service’s Service Response Time fails to meet the Service Response Time Metric Standard, you may apply for compensation within the time period as stipulated under this Agreement. Your compensation application needs to include the following:
(1) a detailed incident report (including, dates, times, duration, and other relevant details).
(2) Any other information reasonably requested by Tencent Cloud.
4. Release of Liabilities
If the Service’s Service Response Time does not meet the Service Response Time Metric Standard due to any of the following reasons, the corresponding scenario shall not be included in the Tencent Cloud’s compensation scope, and Tencent Cloud is not liable to you:
4.1 Service Response Time Exceeded caused by scheduled system maintenance notified to you in advance by Tencent Cloud, including but not limited to network migration, repairs, upgrades, and simulated failure drills.
4.2 Your service request lacks required key information, including but not limited to primary contact details such as phone number, email address, and physical address.
4.3 Service delays caused by the engineer's inability to contact you within the valid response period due to reasons attributable to you after your service request submission.
4.4 Service Response Time Exceeded caused by your failure to comply with Tencent Cloud's prescribed service procedures.
4.5 You acknowledge that Tencent Cloud cannot guarantee its services will be entirely free from defects (e.g., Tencent Cloud security products do not ensure absolute security of your hardware or software). However, Tencent Cloud is committed to continuously improving service quality and standards. Therefore, you agree that any defects in Tencent Cloud’s services shall not constitute a breach of contract if such defects are unavoidable given the current state of industry technology. You agree to work collaboratively with Tencent Cloud to address such defects.
4.6 You acknowledge and agree that, due to the complexity of computer systems and the unique nature of the internet, the following risks may occur during the provision of Exposure Management Service: system outages, business interruptions, and data loss. You expressly understand and accept these risks and shall prepare accordingly. Tencent Cloud shall not be liable for any consequences or losses arising from system outages, business interruptions, or data loss resulting from Exposure Management Service.
4.7 Failure to meet the Service Response Time Metric Standard caused by security threats, fraudulent activities, or illegal conduct attributable to you or your end users.
4.8 Failure to meet the Service Response Time Metric Standard caused by your non-compliant configuration, unauthorized use, or unlawful utilization of Tencent Cloud products.
4.9 Failure to meet the Service Response Time Metric Standard caused by your non-payment or outstanding arrears.
4.10 Failure to meet the Service Response Time Metric Standard caused by severe network operator outages.
4.11 Failure to meet the Service Response Time Metric Standard caused by network, hardware, or service maintenance/upgrades (Tencent Cloud will provide advance notice of maintenance schedules following reasonable commercial practices).
4.12 Failure to meet the Service Response Time Metric Standard caused by force majeure events.
4.13 Failure to meet the Service Response Time Metric Standard caused by untimely implementation of vulnerability remediation recommendations provided through the service by you or your end users.
4.14 Failure to meet the Service Response Time Metric Standard caused by improper or negligent actions during security incident handling by you or your end users.
4.15 Service request failures, suspensions, or terminations caused by your violation of the Tencent Cloud Service Agreement, these service terms, usage policies, or product-specific terms.
4.16 Failure to meet the Service Response Time Metric Standard attributable to causes beyond Tencent Cloud’s control.
4.17 Scenarios where Tencent Cloud is exempt from liability as stipulated under applicable laws, agreements, policies, or Tencent Cloud’s independently published rules and guidelines.
5. Miscellaneous
5.1 The parties hereto acknowledge and agree that, for any losses incurred by you during the course of using the Service due to any breach by Tencent Cloud, the aggregate compensation amount payable by Tencent Cloud shall under no circumstance exceed the total Service Fees you have paid for the relevant Service which is not performed.
5.2 Tencent Cloud has the right to amend the terms of this Agreement as appropriate or necessary in light of changes in due course. You may review the most updated version of relevant Agreement terms on the official website of Tencent Cloud. If you disagree with such revisions made by Tencent Cloud to this Agreement, you have the right to cease using the Service; by continuing to use the Service, you shall be deemed to have accepted the Agreement as amended.
5.3 As an ancillary agreement to the Tencent Cloud Service Agreement, this Agreement has the same legal effect as the Tencent Cloud Service Agreement. In respect of any matter not agreed herein, you shall comply with relevant terms under the Tencent Cloud Service Agreement. In case of any conflict or discrepancy between this Agreement and the Tencent Cloud Service Agreement, this Agreement prevails to the extent of such conflict or discrepancy. (End of Document)
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