To use the Tencent Cloud DataBuddy Service (the "Service(s)"), you shall read and comply with this Tencent Cloud DataBuddy Service Level Agreement (the "Agreement" or the "SLA") and the Tencent Cloud Service Agreement. This Agreement contains the terms and definitions of the Services, Service Availability / service success rate level indicators, compensation plan, disclaimer, and other relevant contents. To use the Services, please read all the terms carefully and make sure you fully understand them. In particular, clauses that limit or exempt liability, and other clauses that materially affect your rights and interests, will be highlighted in bold and/or underline for your attention. If you have any questions about this Agreement, you may consult Tencent Cloud through a ticket.
Unless you have fully read, completely understood, and accepted all the terms of this Agreement, please do not purchase or use the Services. 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 Tencent Cloud DataBuddy Service
Tencent Cloud DataBuddy is a one-stop intelligent data platform service provided by Tencent Cloud. It offers customers a full-link intelligent data service covering data integration, data development, data storage, data computing, data governance, and data application. The specific scope shall be subject to the service you purchase and the service content provided by Tencent Cloud.
1.2 Service Month
A Service Month refers to each natural calendar month included in the service term for which you have purchased the Service. For example, if you purchase the Service for three months and the service is activated on March 17, the term shall include 4 Service Months: the 1st Service Month is from March 17 to March 31, the 2nd is from April 1 to April 30, the 3rd is from May 1 to May 31, and the 4th is from June 1 to June 16. Service availability is calculated separately for each Service Month.
1.3 Service Unavailability
Provided that you configure and use the Service strictly in accordance with the official DataBuddy product documentation and operation manuals, if any of the following circumstances occurs continuously for five (5) minutes due to reasons attributable to Tencent Cloud within a specific Tencent Cloud account in a specific region (Region), such continuous five (5) minutes shall be defined as Service Unavailability for that account in that region:
(1) Console and API Access Unavailability: All of your attempts within that region to access the DataBuddy console or invoke DataBuddy OpenAPIs fail (for example, the console cannot be logged into, pages fail to load, or all API requests return 5xx server-side errors);
(2) Core Function Unavailability: Within that region, all operation requests to DataBuddy's core function modules — including but not limited to data integration, data development, data governance, and data application — cannot be normally received or processed by the system (including but not limited to inability to submit tasks, unresponsive task scheduling engine, or complete inaccessibility of the metadata service).
The determination of Service Unavailability shall be based on Tencent Cloud's back-end monitoring and log records, and shall be calculated independently on a per-account and per-region basis. Service availability across different regions is independent, and shall be calculated and compensated separately. A single interruption lasting less than five (5) minutes shall not be counted as Service Unavailability. For example, if the Service is unusable for a continuous period of 4 minutes and 59 seconds, it shall not constitute Service Unavailability. The circumstances specified in Article 5 (Exemption Clauses) of this Agreement are also excluded.
1.4 Monthly Unavailable Minutes
Within a Service Month, if the situation of Service Unavailability described in Section 1.3 occurs, such five (5) minutes shall be counted into the Monthly Unavailable Minutes; if the Service is normal during such five (5) minutes, they shall be counted into the Monthly Available Minutes. The sum of all Service Unavailable minutes within a Service Month constitutes the Monthly Unavailable Minutes.
1.5 Total Monthly Service Minutes
Calculated as: number of days in the Service Month × 24 (hours) × 60 (minutes).
1.6 Monthly Service Fee
The total service fee you have paid for the Service in one Service Month, excluding any portion that has been purchased but not yet consumed. The Monthly Service Fee does not include amounts offset by vouchers, coupons, or service fee waivers.
2. Service Availability
Service Availability = (1 − Monthly Unavailable Minutes / Total Monthly Service Minutes) × 100%
2.2 Service Availability Standard
The service availability provided by Tencent Cloud for the Service shall be no less than 99.5%. If the above availability standard is not met (except for circumstances falling under the exemption clauses), you may obtain compensation in accordance with Article 3 of this Agreement.
3. Compensation Plan
For the Service, if the service availability falls below the standard, you shall be entitled to compensation in accordance with the following clauses:
3.1 Compensation Standard
(1) Compensation shall be granted in the form of vouchers issued by Tencent Cloud. You shall comply with the voucher usage rules (including the validity period, etc., subject to the voucher-related rules published on the Tencent Cloud official website). The issued vouchers cannot be converted into cash, no invoice shall be issued, and they may only be used to purchase the Service through your Tencent Cloud account, and shall not be used to purchase other Tencent Cloud services. You may not transfer, gift, or otherwise dispose of the vouchers.
(2) If a Service Month fails to meet the service availability standard, the compensation amount shall be calculated separately for that non-compliant Service Month, and the total compensation shall not exceed the corresponding Monthly Service Fee paid by you for the Service in that non-compliant Service Month (the Monthly Service Fee here excludes amounts offset by vouchers, coupons, or service fee waivers).
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99.5% > Av ≥ 98% | 10% of the Monthly Service Fee |
98% > Av ≥ 95% | 25% of the Monthly Service Fee |
Av < 95% | 100% of the Monthly Service Fee |
3.2 Compensation Application Deadline
(1) If a Service Month fails to meet the service availability standard, you may, only through the ticket system of your corresponding account, submit a compensation application after the fifth (5th) business day of the month following the non-compliant Service Month. After you submit the application, Tencent Cloud will verify it accordingly. In the event of any dispute regarding the calculation of service availability for the Service Month, both parties agree that Tencent Cloud's back-end records shall prevail.
(2) The latest time for you to submit a compensation application shall not exceed sixty (60) calendar days after the end of the non-compliant Service Month. If you fail to submit the application within sixty (60) days after the end of the non-compliant Service Month, or submit it after such sixty (60) days, or submit it through any means not agreed upon in this Agreement, you shall be deemed to have automatically waived the right to claim compensation and any other rights against Tencent Cloud. Tencent Cloud shall have the right not to accept your compensation application, and shall not provide any compensation or reimbursement to you.
3.3 Compensation Application Materials
If you consider that the Service has failed to meet the service availability standard, you may initiate a compensation application within the time limits specified in this SLA. Tencent Cloud may require you to provide the following materials, which you shall cooperate to provide:
(1) Account information, including account ID and APPID.
(2) An explanation of the application reasons, listing the abnormal service information and the time periods when the issue occurred.
(3) Other information that Tencent Cloud reasonably requests you to provide.
4. SLA Exceptions
If you use the Service through public beta, internal beta, invitation-only testing, free access, or within a free quota (including public beta / internal beta / free quota of any sub-product of the Tencent Cloud DataBuddy service), although we will provide the Service in accordance with the functionalities described in the product documentation, we do not make any commitment as to availability or service success rate, and the availability and compensation standards under this SLA shall not apply to such scenarios.
5. Exemption Clauses
Service unavailability caused by any of the following reasons shall not be counted into Service Unavailability or fall within the scope of Tencent Cloud's compensation, and Tencent Cloud shall not be liable to you:
5.1 System maintenance carried out by Tencent Cloud after prior notice to you, including cutover, repair, upgrade, and fault drills.
5.2 Any network, equipment, system, or communication line failure or configuration adjustment relating to equipment not owned by Tencent Cloud.
5.3 Service unavailability caused by attacks or other improper actions targeting your application interfaces or data.
5.4 Failures caused by your negligent authorization, password loss, incorrect operation, or your own equipment or third-party software or equipment.
5.5 Service unavailability caused by loss or leakage of data, tokens, or passwords due to your improper maintenance or confidentiality.
5.6 Failures or losses caused by custom tasks, high-risk Shell scripts (including but not limited to deleting important files or data), or high-risk SQL statements (including but not limited to deleting important library/table data, modifying permissions, etc.) uploaded by you.
5.7 Errors caused by your failure to use the Service in accordance with the supported usage, version compatibility, API specifications, etc.
5.8 Business anomalies caused by mismatches between the storage or compute resources you configure and the data scale or computational complexity.
5.9 Failures caused by your custom code or configuration files, including but not limited to improper configuration parameters, unreasonable use of resources, and bugs in business logic.
5.10 Slow response, system freeze, instance resource limits (i.e., CPU, memory, or IOPS) being exceeded under ultra-high performance pressure, or time consumed during log replay of the Service.
5.11 Service unavailability of the Service caused by arrears, improper security group configuration, mismatched network types, or disk over-usage.
5.12 Service unavailability caused during node type changes or capacity scaling of the Service.
5.13 Service unavailability caused by your configuring the Service as "non-high-availability" mode or using a single-replica data configuration.
5.14 Failures caused by you or third-party collaborators (such as cloud resource limits, object storage capacity limits, CAM (access management) role configuration, security groups, VPC configuration, etc.).
5.15 User-side failures caused by bugs falling within the scope of open-source community components.
5.16 Failures caused by your not following Tencent Cloud's recommendations to modify your use of the Service after Tencent Cloud has advised you to do so.
5.17 Unavailability caused by the data source itself being unavailable, or by your improper configuration adjustments (network, table structure, permissions) or improper operations on the data source.
5.18 Data corruption or loss caused by your own operations.
5.19 Unavailability caused by force majeure. Force majeure refers to circumstances that the parties could not foresee, and whose occurrence and consequences cannot be overcome or avoided, including but not limited to: natural disasters such as floods, hail, tsunamis, typhoons, droughts, and fires; governmental acts such as policies, laws, regulations promulgated or adjusted by government authorities, and new administrative measures that make performance of the Agreement impossible; abnormal social conditions such as riots, epidemics, wars, and strikes (but excluding internal labor disputes of either party); and any other unforeseeable, unavoidable, and insurmountable events that have a material impact on one or both parties.
5.20 Unavailability caused by service anomalies resulting from the following circumstances:
(1) Changes in basic telecommunications resources, including but not limited to technical adjustments by telecommunications departments, installation, alteration or maintenance of telecom networks/power resources by telecom/power authorities, or damage to telecom/power lines;
(2) Regulatory actions by competent government authorities or telecom carriers;
(3) Congestion of public networks, degraded operational efficiency, or hacker actions;
(4) Failures beyond the reasonable control of Tencent Cloud, including those caused by Internet access or factors beyond the product boundary of the Service;
(5) Other service unavailability or non-compliance caused by reasons not attributable to Tencent Cloud.
5.21 Suspension or termination of the Service due to your failure to purchase or pay for the Service as agreed.
5.22 Any situations in which Tencent Cloud may be exempted from liability or compensation as described in relevant laws and regulations, relevant agreements (including the Tencent Cloud Service Agreement and other agreements referenced in this Agreement), relevant rules (including descriptions of the Service content and pricing on relevant pages of the official website, and the on-page terms and usage documents you have confirmed and agreed to when purchasing or using the Service), or other rules or notices separately published by Tencent Cloud. 6. Miscellaneous
6.1 The parties acknowledge and agree that, under any circumstances, if you suffer losses in the course of using the Service due to Tencent Cloud's breach of contract, the total amount of Tencent Cloud's liability for breach shall not exceed the total service fees you have already paid for the corresponding services in breach. If you have used the Service for more than 12 months, the total amount of Tencent Cloud's liability for breach shall not exceed the total service fees you have paid for the Service in the twelve (12) months preceding the occurrence of the damage.
6.2 Given the timeliness, complexity, and efficiency of network services and the need to respond to regulatory requirements and policy standards, you agree that Tencent Cloud may modify the terms of this Agreement. You may review the relevant terms in the latest version on the Tencent Cloud official website. If you do not agree with the modifications made by Tencent Cloud, you shall have the right to stop using the Service. If you continue to use the Service, it shall be deemed that you have fully read, understood, and accepted the modified content and shall abide by the modified content.
6.3 The descriptions of the Service content, pricing, and other service matters on the relevant pages of the Tencent Cloud official website (https://www.tencentcloud.com), as well as the on-page terms and usage documents you have confirmed and agreed to when purchasing and using the Service, are all inseparable parts of this Agreement. 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 covered by this Agreement shall be governed by the Tencent Cloud Service Agreement. In the event of any conflict or inconsistency between this Agreement and the Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency. (End)