TKE Serverless Service Level Agreement
Last updated: 2025-11-06 15:07:58
This TKE Serverless Service Level Agreement shall take effect as of June 30, 2025.
To use the TKE Serverless (“Service”), you shall read and comply with this TKE Serverless Service Level Agreement (“Agreement” or the “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains the terms and definitions of the Service, Service availability/Service success rate 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 Service unless you have 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 TKE Serverless
TKE Serverless refers to a fully-managed Kubernetes service provided by Tencent Cloud. Users do not need to purchase any compute nodes (including Master, Etcd, Node, etc.) to deploy Kubernetes workloads. TKE Serverless is fully compatible with native Kubernetes, supports purchasing and managing resources through native methods like k8s API, and offers extended support for Tencent Cloud's storage, networking, and other products with out-of-the-box usability. TKE Serverless charges based on the actual resources consumed by containers, with Tencent Cloud guaranteeing secure isolation of user containers.
1.2 Service-Related Definitions
1.2.1 Single Container Instance
A single Pod provided under the TKE Serverless Service, including any Pod scheduled via a Super Node within a TKE cluster.
1.2.2 Total Monthly Minutes per Single Container Instance
Calculated as: total number of days in the Service Month of Single Container Instance × 24 (hours) × 60 (minutes).
1.2.3 Single Container Instance Unavailability
A single container instance is deemed unavailable if, for more than one (1) consecutive minute, it cannot establish bidirectional (inbound/outbound) TCP or UDP connectivity with any IP address, despite having properly configured access rules.
1.2.4 Unavailable Minutes per Single Container Instance
The unavailable minutes for a Single Container Instance per occurrence = Instance unavailability resolved time - Instance unavailability start time. The unavailable minutes per occurrence are calculated in minutes (if the service recovery time is less than 1 minute, i.e., the instance unavailability duration does not exceed 1 minute, it will not be counted as unavailable time). If the duration exceeds 1 minute but is less than 2 minutes, it will be counted as 2 minutes. For example, if the unavailability duration of a single instance per occurrence is 1 minute and 1 second, it will be calculated as 2 minutes.
The total unavailable minutes of a Single Container Instance in a Service Month is the sum of all unavailable minutes per occurrence for that instance within the Service Month.
1.2.5 Multi-Zone Service Unavailability within a Single Region
If your Kubernetes Workload is deployed through this Service in at least two Availability Zones within the same region (hereinafter referred to as "Multi-Zone within a Single Region"), and all Pods in one Availability Zone become unavailable while the Pods in the other Availability Zones within the same region also become unavailable at the same time (hereinafter referred to as "Unavailable Pods in other Availability Zones within the Same Region"), such concurrent unavailability shall be deemed Multi-Zone Service Unavailability within a Single Region. For example, if a user deploys Workload Pods in both Availability Zone A and Availability Zone B within the same region, and a single container instance in Availability Zone A becomes unavailable while all Pods in Availability Zone B simultaneously become unavailable, the instance in Availability Zone A shall be considered to have experienced Multi-Zone Service Unavailability within a Single Region.
1.2.6 Multi-Zone Unavailable Minutes within a Single Region
The unavailable minutes per multi-zone occurrence within a single region = Resolution time of multi-zone unavailability for a single container instance - Start time of multi-zone unavailability for that Single Container Instance. The unavailable minutes per multi-zone occurrence are calculated in minutes (if the Pod failure recovery time is less than 1 minute, i.e., the multi-zone unavailability duration does not exceed 1 minute, it will not be counted as unavailable time). If the duration exceeds 1 minute but is less than 2 minutes, it will be counted as 2 minutes. For example, if the multi-zone unavailability duration per occurrence is 1 minute and 1 second, it will be calculated as 2 minutes.
The total Multi-Zone Unavailable Minutes within a Single Region for a Single Container Instance is the sum of all multi-zone unavailable minutes per occurrence for that instance within a Service Month.
1.2.7 Service Month
A Service Month refers to each calendar month included in the service term for your purchased service. For example, if you purchase a three-month service starting on March 17, there are four Service Months: the first service month is 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.
1.2.8 Monthly Service Fee
The total amount you pay for a Single Container Instance during a Service Month, excluding unused prepaid portions and any amounts offset by vouchers, coupons, or service fee waivers.
1.3 Data Storage Durability
The Data Storage Durability of the Service depends on the durability level of the specific storage type used.
The storage interfaces supported by the Service include object storage, block storage, and file storage, with data storage durability as follows:
Object Storage: 99.9999999999% (12 nines)
Block Storage: 99.9999999% (9 nines)
File Storage: 99.9999999% (9 nines)
1.4 Data Destructibility
1.4.1 When a user deletes data or when the Service expires and data destruction is required, Tencent Cloud will erase corresponding data files on the physical servers to ensure that deleted data cannot be recovered by software means.
1.4.2 Before any server equipment is discarded or resold, Tencent Cloud will perform low-level formatting to permanently remove all user data, ensuring it cannot be recovered. Physical disks will be degaussed and physically destroyed prior to disposal.
1.5 Data Portability
1.5.1 Data Import: Tencent Cloud provides snapshot-based import to quickly migrate data to Cloud Block Storage (CBS), and users may also import data via the network as needed.
1.5.2 Data Export: Users may export data via network transmission according to their business requirements.
1.6 Data Privacy
The Service ensures data isolation between different users and guarantees the security and reliability of user data.
Tencent Cloud will not access any data involving user privacy without user consent.
1.7 Data Right to Information
1.7.1 Users have the right to know the geographic location of the data centers where their data and backup data reside. Tencent Cloud lists available data centers on its official website (https://www.tencentcloud.com). Users must select a data center based on location when activating the Service, and data will be stored in the designated data center and will not, by default, be stored in other data centers.
1.7.2 All data centers comply with applicable local laws and regulations.
1.7.3 Without user consent, data stored in data centers within mainland China will not be transferred to data centers outside mainland China, nor will it be used for overseas business or unauthorized data analysis activities.
1.7.4 Except as required by local laws and regulations or for government regulatory audits, Tencent Cloud will not disclose any user data, applications, or operational logs to any third party without user consent.
1.8 Data Auditability
To comply with existing laws and regulations, government regulatory oversight or judicial criminal investigations requiring evidence collection, Tencent Cloud will provide information about the Services used by customers - including operational logs of key components, operation records of maintenance personnel, and user operation records - provided proper procedures and complete documentation are followed.
1.9 Service Functionality
Tencent Kubernetes Engine (TKE) provides Kubernetes cluster management services, including cluster management, node management, and container image management.
This Service, as a compute option under TKE, offers secure, reliable, and elastic computing capabilities that allow users to scale computing resources in real time to meet business demands. It provides diversified configurations, secure networking, and comprehensive protection capabilities to meet daily security operation requirements. Complete feature descriptions and operational instructions are available in the user manual.
1.10 Service Resource Allocation Capability
1.10.1 This Service provides multiple specifications and configurations. Users can select appropriate specifications and configurations based on business needs and adjust configurations as needed.
1.10.2 This Service features elastic scaling capabilities, allowing users to scale instance resources up or down according to their requirements.
1.11 Fault Recovery Capability
1.11.1 Tencent Cloud has established comprehensive fault management, monitoring, and recovery mechanisms including monitoring and alerting, fault notification, rapid troubleshooting, and automatic recovery.
1.11.2 Tencent Cloud provides 7×24 hours technical support for Serverless Kubernetes Engine Service, accessible through online tickets and hotline, etc.
1.12 Network Access Performance
1.12.1 When creating Workloads using this service, users can independently set the upper limit of public network egress bandwidth within the allowable bandwidth range of Single Container Instance.
1.12.2 Tencent Cloud utilizes BGP multi-line access.
1.13 Service Measurement Accuracy
1.13.1 This Service features an accurate and transparent billing system that settles charges based on actual usage and provides monthly consumption statements.
1.13.2 Specific billing standards for this Service are subject to the valid billing models and prices published on Tencent Cloud's official website.
2. Service Availability/Service Success Rate
2.1 Service Availability/Service Success Rate Calculation Method
This Service makes service availability commitments in two dimensions: Single Container Instance Service Availability and Multi-Zone Service Availability within a Single Region. Both are calculated based on a Single Container Instance.
(1) Single Container Instance Service Availability:
Single Container Instance Service Availability = (Total minutes in the Service Month for a Single Container Instance - Unavailable minutes for the Single Container Instance) / Total minutes in the Service Month for a Single Container Instance × 100%
(2) Multi-Zone Service Availability within a Single Region:
Multi-Zone Service Availability within a Single Region = (Total minutes in the Service Month for a Single Container Instance - Multi-zone unavailable minutes within a single region for the Single Container Instance) / Total minutes in the Service Month for a Single Container Instance × 100%
2.2 Service Availability/Service Level Standard
(1) The Single Container Instance Service Availability for this Service provided by Tencent Cloud shall be no less than 99.975%. If this availability standard is not met (except for circumstances falling under exempt clauses), you may claim compensation in accordance with Section 3 of this Agreement. Assuming a 30-day month, the available time for a Single Container Instance within the service period should be 30 days × 24 hours × 60 minutes × 99.975% = 43,189.2 minutes, meaning there can be 43,200 - 43,189.2 = 10.8 minutes of unavailable time.
(2) The Multi-Zone Service Availability within a Single Region for this Service provided by Tencent Cloud shall be no less than 99.995%. If this availability standard is not met (except for circumstances falling under exempt clauses), you may claim compensation in accordance with Section 3 of this Agreement. Assuming a 30-day month, the available time for a Single Container Instance within the service period should be 30 days × 24 hours × 60 minutes × 99.995% = 43,197.84 minutes, meaning there can be 43,200 - 43,197.84 = 2.16 minutes of Multi-Zone unavailable time within a single region.
3. Standards of Compensation
3.1 Eligibility for Compensation
(1) Compensations will be made in the form of voucher by Tencent Cloud and shall constitute the entire and exclusive compensation provided by Tencent Cloud to you for Service Availability falling below the standard. You shall use the voucher by abiding the voucher usage rules (including period of use, etc., subject to the voucher usage rules published on Tencent Cloud official website). Such voucher cannot be converted into cash, and no invoice will be issued with respect thereof. The voucher may only be used to purchase the Service by using your Tencent Cloud account, and you cannot use the voucher to purchase other services of Tencent Cloud, nor can you transfer or gift the vouchers to others.
(2) If the Service Standard for the Service is not met during any Service Month, the compensation amount will be calculated separately for that specific non-compliant Service Month. The total compensation shall not exceed the total Monthly Service Fee you paid for this Service during that corresponding non-compliant Service Month (The Monthly Service Fee here does not include fees offset by vouchers, coupons, service fee reductions, or other forms of deduction.).
Single Container Instance Service Availability
Service Availability in a Service Month | Compensation Amount (Voucher) |
< 99.975% but ≥ 99.00% | 10% of the Monthly Service Fee |
< 99.00% but ≥ 95.00% | 25% of the Monthly Service Fee |
< 95% | 100% of the Monthly Service Fee |
Multi-Zone Service Availability within a Single Region
Service Availability in a Service Month | Compensation Amount (Voucher) |
< 99.995% but ≥ 99.00% | 10% of the Monthly Service Fee |
< 99.00% but ≥ 95.00% | 25% of the Monthly Service Fee |
< 95% | 100% of the Monthly Service Fee |
3.2 Submission Deadline for Compensation
(1) If the Service Availability standard is not met during any Service Month, you may submit a compensation claim only through the support ticket system under the account you used for the service that experienced the failure to meet the Availability Standard after the fifth (5th) business day of the month immediately following the non-complaint Service Month. Tencent Cloud will perform the necessary verification and reasonably assess whether compensation is due, in accordance with this Agreement. If there is any dispute over the calculation of the Service Availability for a Service Month, both parties agree that the back-end record of Tencent Cloud shall prevail.
(2) You shall submit a compensation claim no later than the sixtieth (60th) calendar days following the end of the applicable non-complaint Service Month. If you fail to submit a compensation claim within sixty (60) days after the end of the non-compliant Service Month, submit the claim after the sixty (60) days , or submit the claim via a method other than those stipulated in this Agreement, you shall be deemed to have automatically waived your right to claim compensation and any other rights against Tencent Cloud. Tencent Cloud has the right to reject your application for compensation and shall not be liable to provide you with any compensation and remedy.
4. Applicable Exceptions for SLA
If you use the Service under conditions such as public beta, closed beta, invitation testing, free usage, or within a free usage quota, we will still provide the Service according to the functionality described in the product documentation. However, we make no commitment regarding availability or service success rate in these scenarios, and the availability standards and compensation standards of this SLA shall not apply.
5. Disclaimer of Liabilities
Service Unavailability caused by any of the following reasons shall not be included in the calculation of Service Unavailability period or the scope of Tencent Cloud’s compensation, and Tencent Cloud shall not be held liable to you:
5.1 Service Unavailability caused by network, equipment, system, communication line failure, or configuration adjustments outside the scope of Tencent Cloud's owned equipment.
5.2 Service Unavailability caused by your application being attacked by hackers.
5.3 Service Unavailability resulting from the loss or leakage of data, passcodes, passwords, or other credentials due to your improper maintenance or inadequate confidentiality.
5.4 Service Unavailability arising from your negligence or from operations authorized by the client.
5.5 Service Unavailability caused by Your failure to comply with Tencent Cloud agreements, the Service usage documentation, or Tencent Cloud's usage recommendations to you.
5.6 Service Unavailability or Service non-compliance caused by software you installed or other third-party software or configurations not directly operated by Tencent Cloud.
5.7 Service Unavailability caused by Force Majeure. Force Majeure refers to circumstances that could not have been foreseen by the parties to the Agreement, and whose occurrence and consequences could not have been overcome or avoided, including but not limited to: natural disasters such as floods, hail, tsunamis, typhoons, droughts, fires, etc.; government actions such as the promulgation, adjustment, or change of policies, laws, and regulations by governmental authorities, or the adoption of new measures that prevent the performance of the Agreement; social abnormalities such as riots, diseases, wars, strikes (excluding internal labor disputes between the parties); and other events that could not be foreseen, overcome, or avoided, and which cause a significant impact on one or all parties.
5.8 Service Unavailability caused by service anomalies due to the following circumstances:
(1) Changes in basic telecommunication resources, including but not limited to technical adjustments by the telecommunications department, installation, modification, or maintenance of telecommunications network/power resources by the telecommunications/power department, or damage to telecommunications/power lines.
(2) Control actions taken by government authorities or operators.
(3) Congestion, reduced operational efficiency, or hacker activity on the public network.
(4) Other circumstances not due to the fault of Tencent Cloud, which are beyond Tencent Cloud's control or reasonable foreseeability.
5.9 Server suspension or termination caused by your failure to purchase or pay the service fees as agreed upon.
5.10 Server suspension or termination caused by your violation of this Agreement or the Tencent Cloud Terms of Service.
5.11 Brief service interruption or suspension caused by Tencent Cloud carrying out "Routine Maintenance" of the TKE Serverless, as described in the Tencent Cloud Terms of Service.
5.12 Service unavailability or failure to meet the Service Standard due to reasons not attributable to Tencent Cloud.
5.13 Circumstances where Tencent Cloud may be exempted from liability or compensation, as stated in relevant laws and regulations, related agreements (including the Tencent Cloud Terms of Service and other agreements referenced herein), related rules (including explanations regarding the service content and pricing on relevant official website pages, and the page terms and usage documentation you confirmed during the purchase and use of the Service), or separate rules and instructions released by Tencent Cloud that apply to this Service.
6. Miscellaneous
6.1 You confirm and acknowledge that in no event shall Tencent Cloud's liability for breach of contract compensation exceed the total service fees you have paid for the applicable service where you suffer losses due to Tencent Cloud's breach during your use of this Service. Should the service period exceed 12 months, Tencent Cloud's maximum compensation liability shall not exceed the total fees paid by you for this Service in the 12 months preceding the occurrence of the loss (for the avoidance of doubt, such fees refer exclusively to actual cash amounts paid for Service usage, excluding vouchers, gift certificates, prepaid but unconsumed fees, or similar instruments)
6.2 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 Service. If you continue to use the Services, you shall be deemed to have accepted the modified Agreement.
6.3 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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