<p class="p">This Service Level Agreement (SLA) specifies the service availability level indicators and compensation scheme of KMS provided by Ping An Cloud to customers. </p> <p class="p"><strong class="ph b">1. Service Content</strong>: Ping An Cloud KMS provides key management services by region. </p> <p class="p"><strong class="ph b">2. Service Mode</strong>: Billing. </p> <p class="p"><strong class="ph b">2.1 Monthly Service Fee</strong>: We calculate separately the KMS service fee incurred in a natural month under a Ping An Cloud account by region. </p> <p class="p"><strong class="ph b">3. Service Standards</strong>: We classify failures into different levels with differentiated response times and measures. </p> <p class="p"><strong class="ph b">4. Service Cycle</strong>: A service cycle is a natural month. </p> <p class="p"><strong class="ph b">5. Requests</strong>: </p> <p class="p"><strong class="ph b">5.1 Failed Request</strong>s: KMS determines requests with HTTP status code 5XX and requests failed to reach the server-side KMS due to KMS failures as failed requests. <strong class="ph b">The following requests, however, are excluded</strong>: </p> <p class="p">(1) Requests sent by the user when KMS is not yet open or is in arrears (requests with HTTP status code 403); </p> <p class="p">(2) Requests sent when the customer’s applications suffer hacker attacks. </p> <p class="p"><strong class="ph b">5.2 Valid Requests</strong>: KMS determines requests received by the server-side KMS as valid requests. <strong class="ph b">The following requests, however, are excluded</strong>: </p> <p class="p">(1) Requests sent by the user when KMS is not yet open or is in arrears (requests with HTTP status code 403); </p> <p class="p">(2) Requests sent when the customer’s applications suffer hacker attacks. </p> <p class="p">5.3 <strong class="ph b">Error Rate in Every Five Minute Interval</strong>: We calculate the error rate in every five minute interval as follows: </p> <img class="image" id="SLA__image_mkn_1kj_mlb" src="https://obs-cn-shanghai.yun.pingan.com/pcp-portal/20200807112324-139fc29792a5.png" width="800"> <p class="p"><strong class="ph b">6. Service Availability</strong> </p> <p class="p">6.1 Service Availability Calculation </p> <p class="p">We calculate KMS service availability of a Ping An Cloud account by region and by service cycle. The service availability is calculated based on the average of the error rates from each five minute interval in a service cycle. The average error rate equals to the sum of the error rates of five minute intervals divided by the total number of five minute intervals during the service cycle. </p> <p class="p">(Note: The total number of the five minute intervals in a service cycle = 12 * 24 * the number of days of the service cycle) </p> <p class="p"><strong class="ph b">6.2 Service Availability Commitment</strong> </p> <p class="p">The service availability of KMS is no less than 99.90%, excluding request failures or service unavailability caused by: </p> <p class="p">(1) System maintenance after pre-notification, including cutover, repair, upgrade and simulated failure drills; </p> <p class="p">(2) Any network or equipment failure or configuration adjustment outside the equipment of Ping An Cloud; </p> <p class="p">(3) Cyber attacks on the customer’s applications; </p> <p class="p">(4) The loss or leakage of data, passwords, etc. due to improper maintenance or unintentional disclosure of the customer; </p> <p class="p">(5) The negligence of the customer or operations authorized by the customer; </p> <p class="p">(6) The customer’s failure to observe the documentation or usage guidelines for Ping An Cloud products; </p> <p class="p">(7) Force majeure. </p> <p class="p"><strong class="ph b">6.3 In the event KMS does not meet the Service Availability Commitment, the customer will be eligible to get a compensation pursuant to Article 7 of this Agreement.</strong> The compensation does not apply to any service unavailability caused by: </p> <p class="p">(1) System maintenance after pre-notification, including cutover, repair, upgrade and simulated failure drills; </p> <p class="p">(2) Any network or equipment failure or configuration adjustment outside the equipment of Ping An Cloud; </p> <p class="p">(3) Cyber attacks on the customer’s applications; </p> <p class="p">(4) The loss or leakage of data, passwords, etc. due to improper maintenance or unintentional disclosure of the customer; </p> <p class="p">(5) The negligence of the customer or operations authorized by the customer; </p> <p class="p">(6) The customer’s failure to observe the documentation or usage guidelines for Ping An Cloud products; </p> <p class="p">(7) Force majeure. </p> <p class="p">7. Compensation Scheme </p> <p class="p">7.1 Compensation Standards </p> <p class="p">We calculate separately the KMS service availability under a Ping An Cloud account by region. The following table describes how to calculate the compensation. The compensation is limited to vouchers for KMS products. The total compensation shall be no greater than 50% of the monthly service fee the customer pays for KMS in a region under an account (excluding voucher deductions). The monthly service fee herein refers to that for the month when the service availability commitment is not met. </p> <table class="table" id="SLA__table_kyk_xjj_mlb"><caption></caption><colgroup><col><col></colgroup><thead class="thead"> <tr class="row"> <th class="entry" id="SLA__table_kyk_xjj_mlb__entry__1">Service Availability </th> <th class="entry" id="SLA__table_kyk_xjj_mlb__entry__2">Compensation Voucher </th> </tr> </thead><tbody class="tbody"> <tr class="row"> <td class="entry" headers="SLA__table_kyk_xjj_mlb__entry__1 "> <p class="p">Less than 99.90% but greater than or equal to 95.0% </p> </td> <td class="entry" headers="SLA__table_kyk_xjj_mlb__entry__2 "> <p class="p">30% of the monthly service fee </p> </td> </tr> <tr class="row"> <td class="entry" headers="SLA__table_kyk_xjj_mlb__entry__1 "> <p class="p">Less than 95.00% </p> </td> <td class="entry" headers="SLA__table_kyk_xjj_mlb__entry__2 "> <p class="p">50% of the monthly service fee </p> </td> </tr> </tbody></table> <p class="p"><strong class="ph b">7.2 Time Limits for Compensation Claims</strong></p> <p class="p">After the fifth working day of each month, the customer can claim for compensation for services that failed to meet service availability in the previous month. <strong class="ph b">The time for compensation claims shall be limited to two months after the end of the month when KMS failed to meet service availability. Compensation claims beyond the time limits shall not be accepted.</strong></p> <p class="p">8. Miscellaneous </p> <p class="p">Ping An Cloud reserves the right to modify this Agreement. If there is any modifications to this Agreement, Ping An Cloud will publish it on the website or inform you by sending an email 30 days in advance. If you do not agree with the modified SLA, you have the right to stop using relevant services. If you continue to use relevant services, it is deemed that you accept the modified SLA. </p>