Tencent CloudBase Service Level Agreement
Last updated:2025-11-20 15:49:54
Tencent CloudBase Service Level Agreement
Last updated: 2025-11-20 15:49:54
This Service Level Agreement for Tencent CloudBase, TCB is effective as of September 3, 2025.
In order to use the Tencent CloudBase, TCB ("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 Tencent CloudBase, TCB
Tencent CloudBase, TCB is a cloud-native integrated development environment and tool platform provided by Tencent Cloud. It offers developers highly available, automatically elastic scaling backend cloud services, encompassing serverless capabilities such as computing, storage, and hosting. It enables integrated cloud-based development for various end applications (e.g., mini-programs, official accounts, web applications, etc.), helping developers uniformly build and manage backend services and cloud resources. This eliminates the cumbersome server setup and maintenance during application development, allowing developers to focus on implementing business logic, thereby lowering the development threshold and improving efficiency.
1.2 Service Month
A Service Month refers to each calendar month included within the service period of your purchased Service. For example, if you purchase a three-month Service with the activation date on March 17, it includes four Service Months. The first Service Month spans 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. Service availability is calculated separately for each Service Month.
1.3 Service Unavailable Time
If the error rate of Service exceeds 5% within a unit of time (measured in 1-minute intervals), it is considered Service Unavailable for that unit of time. Service Unavailable Time is measured based on the error rate recorded on the server side.
1.4 Error Rate
The ratio of the number of failed requests returned by the Service to the total number of valid requests within a unit time period.
1.5 Failed Requests
Requests that result in internal server errors, including HTTP status 500, request errors caused by CDN platform exceptions (5XX errors, failed request count), and SYS_ERROR.
2. Service Availability
2.1 Service Availability Calculation
Service Availability = (1 - Monthly Unavailable Time / Total Time in the Service Month) * 100%.
2.2 Service Availability
The Service Availability of the Service provided by Tencent Cloud shall not be 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 customers who have purchased the Service and have incurred fees, you are entitled to receive compensation stipulated in the following terms if the Service Availability falls below the standard:
3.1 Compensation Criteria
(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 given Service month, the compensation amount shall be calculated separately based on the corresponding non-compliant Service month. The total amount of compensation shall not exceed the corresponding monthly service fees paid by you for the service in that non-compliant Service month (excluding any amounts offset by vouchers, coupons, service fee deductions, or other similar instruments).
Monthly availability of Tencent CloudBase service | Compensation voucher amount |
Lower than 99.99% but equal to or higher than 99% | 10% of the monthly Service fee |
Lower than 99% but equal to or higher than 95% | 25% of the monthly Service fee |
Lower than 95% | 50% of the monthly Service fee |
3.2 Compensation Claim Time Limit
(1) If the Service does not meet the 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) Statement of declaration of the unavailability incident and its duration;
(2) Information of affected services; and
(3) Request logs documenting the Service interruption.
4. Limitation of Liability
Service Unavailability caused by the following reasons shall not be included in the calculation of Service Unavailability or fall within Tencent Cloud's compensation liability. 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:
4.1 Service interruptions due to scheduled system maintenance with prior notice to you;
4.2 Failures or configuration changes in networks, devices, or systems not owned or controlled by Tencent Cloud;
4.3 Attacks on your application interfaces or data, or other malicious acts;
4.4 Loss or leakage of data, passwords, or credentials due to improper maintenance or inadequate security practices on your part;
4.5 Operational errors caused by your negligence or actions performed with your authorization;
4.6 Failure to comply with Tencent Cloud’s product documentation or usage recommendations;
4.7 Service unavailability resulting from exceeding the Service capacity limits of your current paid subscription tier.
4.8 Service unavailability or failure to meet performance standards due to reasons not attributable to Tencent Cloud; and/or
4.9 Circumstances under which Tencent Cloud is exempt from liability as stipulated under applicable laws, agreements, rules, or separately published policies and statements.
5. Miscellaneous
5.1 Both parties hereby confirm and acknowledge that under any circumstances will Tencent Cloud’s total liability for compensation arising from its breach of this Agreement exceed the total service fees you have paid for the non-compliant Service in question.
5.2 Tencent Cloud reserves the right to amend the terms of this Agreement from time to time as necessary. You may review the most up-to-date version of the relevant terms on the Tencent Cloud official website. If you do not agree to the modifications made by Tencent Cloud, you have the right to discontinue using the Service. Your continued use of the Service shall be deemed as your acceptance of the revised Agreement.
5.3 As a supplementary 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 that are not stipulated herein, you shall comply with the relevant provisions of the Tencent Cloud Terms of Service. In the event 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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