Cloud Monitor Service Level Agreement
最后更新时间：2026-01-07 19:05:45
To use the Cloud Monitor Service of Tencent Cloud (hereinafter referred to as this Service), you shall read and comply with the Cloud Monitor Service Level Agreement (hereinafter referred to as this Agreement or SLA) and the Tencent Cloud Service Agreement. This Agreement includes the terms and definitions of this Service, service availability/service success rate level indicators, compensation plan, disclaimer clauses and other relevant contents. You must read and fully understand the contents of each clause with prudence. Clauses involving limitations, disclaimers or other material rights and interests of yours may be highlighted in bold, underlined or other forms to draw your attention. Unless you have fully read, completely understood and accepted all the clauses of this Agreement, you shall not purchase this Service. Your act of clicking "Agree", "Next Step", your act of purchasing or using this Service, or your express or implied acceptance of this Agreement in any other form shall constitute your reading and acceptance of the binding effect of this Agreement. This Agreement shall then have legal effect between you and Tencent Cloud and become a legally binding document on both parties.
1. Terms and Definitions
1.1 Cloud Monitor (CM)
Cloud Monitor (CM) externally provides monitoring services for the metrics reported by Tencent Cloud products. Users may conduct visual display and alarm configuration for monitoring metrics. The specific scope shall be subject to the Service you purchase and the service content provided by Tencent Cloud.
1.2 Service Month
It refers to each calendar month covered by the service period for which you purchase this Service. For example, if you purchase this Service for three months and the Service activation date is March 17, the service period shall cover four Service Months, where the first Service Month means the period from March 17 to March 31, the second Service Month means the period from April 1 to April 30, the third Service Month means the period from May 1 to May 31, and the fourth Service Month means the period from June 1 to June 16. Service Availability shall be calculated separately on a per Service Month basis.
1.3 Total Minutes in a Service Month
It is calculated as: the total number of days in the Service Month × 24 (hours) × 60 (minutes).
1.4 Total Valid Requests per Minute
All requests received by the server side of the Cloud Monitor API shall be deemed as total valid requests.
1.5 Failed Requests per Minute
The number of failed requests per minute under the following circumstances:
(1) The invocation of the Cloud Monitor API returns a status code of 5XX or an error code of InternalError due to the faults of the Cloud Monitor system.
(2) Requests that fail to reach the server side of the Cloud Monitor API due to Cloud Monitor malfunctions. If the number of failed requests cannot be obtained due to Cloud Monitor service faults, the average number of times the user invokes the Cloud Monitor API interface per minute in the previous seven calendar days will be calculated, and this average value will be multiplied by the number of fault minutes to derive the number of failed requests in such circumstances.
1.6 Error Rate per Minute
Error Rate per Minute = (Failed Requests per Minute / Total Valid Requests per Minute) × 100%
1.7 Monthly Service Fee
The total amount of service fees paid by you for Cloud Monitor in a single Service Month. The Monthly Service Fee excludes any fees offset by vouchers, coupons, service fee reductions or exemptions, etc.
2. Service Availability
2.1 Calculation Method of Service Availability
Service Availability = (1 - Sum of the Error Rate per Minute in the Service Month / Total Minutes in the Service Month) × 100%
2.2 Service Availability Standard
The Service Availability of this Service provided by Tencent Cloud shall not be lower than 99.90%. If the aforesaid Service Availability standard is not met (except for circumstances covered by the disclaimer clauses), you shall be entitled to compensation in accordance with the provisions of Clause 3 of this Agreement. This Agreement shall not apply to the beta version, invitation-only trial version, free functions and versions of Cloud Monitor.
3. Compensation Plan
If the Service Availability of this Service fails to meet the aforesaid standard, you shall have the right to obtain compensation in accordance with the following provisions:
3.1 Compensation Standard
(1) Compensation shall be made in the form of issuance of vouchers by Tencent Cloud, and you shall comply with the voucher usage rules (including the validity period, subject to the relevant voucher rules published on the official website of Tencent Cloud). The issued vouchers are non-cashable, non-invoicable, and shall only be used by you to purchase this Service through your Tencent Cloud account (and shall not be used to purchase other Tencent Cloud services). You are not allowed to transfer, donate or dispose of the vouchers in any other manner.
(2) If the Service Availability standard agreed herein is not met in a certain Service Month, the compensation amount shall be calculated separately for such underperforming Service Month. The total compensation amount shall not exceed the corresponding Monthly Service Fee paid by you for this Service in such underperforming Service Month (the Monthly Service Fee herein refers to the actual cash amount paid by you, excluding any fees offset by vouchers, coupons, service fee reductions or exemptions, etc.).
Service Availability in a ServiceMonth | Amount of Compensation Vouchers |
Below 99.90% but equal to or above 99.0% | 10% of the Monthly Service Fee |
Below 99.0% but equal to or above 95.0% | 25% of the Monthly Service Fee |
Below 95.0% | 100% of the Monthly Service Fee |
3.2 Time Limit for Filing a Compensation Application
(1) If the Service Availability standard is not met in a certain Service Month, you may file a compensation application only through the ticket system of your corresponding account on and after the 5th working day of the month following the end of such underperforming Service Month. Tencent Cloud will verify the application upon receipt. In case of any dispute between both parties over the calculation of the Service Availability for the Service Month, both parties agree that the back-end records of Tencent Cloud shall be the final criterion.
(2) You shall file the compensation application no later than 60 natural days after the end of such underperforming Service Month. If you fail to file a compensation application within 60 natural days after the end of such underperforming Service Month, or file the application after the expiry of such 60 natural days, or file the application through a channel not stipulated in this Agreement, you shall be deemed to have voluntarily waived your right to claim compensation and any other rights against Tencent Cloud. Tencent Cloud shall have the right to reject your compensation application and shall not make any compensation or indemnification to you.
4. Disclaimer Clauses
Service unavailability caused by the following reasons shall not be included in the calculation of service unavailability time or the scope of Tencent Cloud's compensation liability, and Tencent Cloud shall not be liable to you for such service unavailability:
4.1 System maintenance conducted by Tencent Cloud with prior notice to you, including network cutover, maintenance, upgrade and simulated fault drills.
4.2 Service unavailability caused by failures or configuration adjustments of networks or devices other than those owned by Tencent Cloud.
4.3 Service unavailability caused by third parties other than Tencent Cloud, such as hacker attacks or negligence of your third-party suppliers.
4.4 Loss or disclosure of data, passwords, passcodes or other information due to your improper maintenance or inadequate confidentiality measures.
4.5 Service unavailability caused by your negligent authorization, erroneous operation, self-owned devices or third-party software/equipment.
4.6 Service unavailability arising from your failure to follow the product documentation or usage recommendations provided by Tencent Cloud.
4.7 Delays or discarding of data requests caused by your use of the Service beyond the specified service capacity limit of your current paid version.
4.8 Service unavailability or substandard service performance due to reasons not attributable to Tencent Cloud.
4.9 Circumstances where Tencent Cloud is entitled to exemption from liability or compensation liability as stipulated in applicable laws and regulations, relevant agreements, relevant rules or separate announcements and statements published by Tencent Cloud.
4.10 Service unavailability caused by other force majeure events or accidents.
5. Miscellaneous Provisions
5.1 You acknowledge that Tencent Cloud cannot guarantee this Service to be flawless, but Tencent Cloud shall endeavor to continuously improve the service quality and level. Therefore, you agree that if there are any defects in this Service that are unavoidable under the current technical level of the industry, such defects shall not be deemed as a breach of this Agreement by Tencent Cloud. You agree to cooperate with Tencent Cloud to resolve such defects.
5.2 Both parties confirm and acknowledge that: under any circumstances, if you suffer losses due to Tencent Cloud's breach of this Agreement in the course of using this Service, the total amount of compensation for such breach of contract by Tencent Cloud shall not exceed the total amount of service fees you have paid for the relevant non-compliant service.
5.3 Tencent Cloud shall have the right to revise the clauses of this Agreement from time to time as necessary or in light of changes. You may refer to the latest version of the relevant agreement clauses on the official website of Tencent Cloud. If you disagree with the revisions made by Tencent Cloud to this Agreement, you shall have the right to stop using this Service; if you continue to use this Service, such act shall constitute your acceptance of the revised Agreement.
5.4 This Agreement is an ancillary agreement to the Tencent Cloud Service Agreement and shall have the same legal effect as the Tencent Cloud Service Agreement. Matters not stipulated herein shall be governed by the relevant provisions of the Tencent Cloud Service Agreement. In case of any conflict or inconsistency between the provisions of this Agreement and those of the Tencent Cloud Service Agreement, this Agreement shall prevail only to the extent of such conflict or inconsistency.
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