Note:
This Agreement shall take effect on September 3, 2026.
To use the Tencent iOA Zero Trust Security Management System (“Service”), you shall read and comply with this Tencent iOA Zero Trust Security Management System Service Level Agreement (“Agreement” or the “SLA”) and the Tencent iOA Zero Trust Security Management System End User License Agreement (“EULA”). If you access and download the Service through the Tencent Cloud console, you shall also comply with the Tencent Cloud Terms of Service (including any applicable region-specific terms). The Service is provided by Tencent Cloud International Pte. Ltd (“Tencent Cloud”).
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 Tencent iOA Zero Trust Security Management System (“Service”)
“Tencent iOA Zero Trust Security Management System” or “Service” refers to the endpoint management and control services provided by Tencent Cloud, including the iOA management platform, iOA client software, and iOA instances that you have purchased. The specific scope of the Service shall be subject to the services you purchase and the service content provided by Tencent Cloud.
1.2 Monthly Service Fee
“Monthly Service Fee” refers to the total amount of service fee actually consumed by you in a Service Month. If you purchase multiple prepaid packages at one time, the Monthly Service Fee will be based on the actual consumption in the Service Month, excluding the purchased but unconsumed portion. If you purchase an annual subscription, the Monthly Service Fee is calculated by averaging the annual fee to each month.
1.3 Service Month
“Service Month” refers to each natural month included in the service term of the Service you purchase. For example, if you purchase the Service for three months, and the date of service opening is March 17, then four Service Month are included, of which the first Service Month refers to March 17 to March 31, the second Service Month refers to April 1 to April 30, the third Service Month refers to May 1 to May 31, and the fourth Service Month refers to June 1 to June 16. Service Availability will be accounted separately for each Service Month.
1.4 Service Unavailable Minutes within the Service Month
In a minute, only if the server returned internal error requests. All service calls within 1 minute returned as error requests, then this minute is counted as “Service Unavailability Time” within the Service Month, and any time less than 1 minute is not counted as Service Unavailability Time.
1.5 Total Service Minutes within the Service Month
“Total Service Minutes within the Service Month” is calculated as number of days in the Service Month × 24 (hours) ×60 (minutes).
2. Service Availability
2.1 Calculation of Service Availability
“Service Availability” is calculated based on a single instance as follows: “Service Availability” = (1- Service Unavailable Minutes within the Service Month/Total Service Minutes within the Service Month ) ×100%.
2.2 Service Availability Standard
The Service Availability of the Service provided by Tencent Cloud shall not be less than 99.9% (“Service Availability Standard”). If the Service Availability Standard is not met (excluding cases covered by disclaimers), you shall be entitled to compensation in accordance with Article 3 of this Agreement.
3. Compensation Plan
For the Service, if the Service Availability is lower than the Service Availability Standard, you shall be entitled to compensation as per the following terms:
3.1 Compensation Standard
(1) Compensation will be provided in the form of vouchers issued by Tencent Cloud, and you must comply with vouchers usage rules (including usage period, etc., subject to the voucher-related rules published on the website of Tencent Cloud). The vouchers issued cannot be exchanged for cash, or be accompanied by invoices. Such vouchers can only be used to purchase the Service through your corresponding Tencent Cloud account, and cannot be used to purchase other services provided by Tencent Cloud. The vouchers cannot be transferred or gifted, etc.
(2) If the Service Availability Standard of the Service in this Agreement is not met in a Service Month, the compensation will be calculated separately according to the corresponding Service Month, and the total amount of compensation shall not exceed the corresponding Monthly Service Fee paid by you for the Service for the respective Service Month (excluding fees offset by vouchers, coupons, service fee deductions, etc.).
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Less than 99.9% but equal to or higher than 99% | 10% of Monthly Service Fee |
Less than 99% but equal to or higher than 95% | 25% of Monthly Service Fee |
Less than 95% | 100% of Monthly Service Fee |
3.2 Time Limit for Claims
(1) If the Service Availability Standard is not met in a Service Month, you may claim for compensation through the work order system of your corresponding account after the fifth (5th) business day of the month following the end of the corresponding Service Month in which the Service Availability Standard is not met. Tencent Cloud will conduct verification after you have filed the claim for compensation. In case of a dispute between the parties regarding the calculation of the Service Availability in the Service Month, both parties agree that Tencent Cloud’s backend records shall ultimately prevail.
(2) The latest deadline for you to file a claim for compensation shall not exceed sixty (60) calendar days after the end of the corresponding Service Month that the Service Availability Standard is not met. If you fail to file a claim for compensation within the aforesaid period, or file a claim after the aforesaid period, or file a claim in a manner other than that agreed in this Agreement, it shall be deemed that you have automatically waived your right to demand compensation and any other claims against Tencent Cloud, and Tencent Cloud reserves the right to decline your claim for compensation and shall not be liable for any compensation or indemnification to you.
3.3 Materials for Claims
If you believe that the Service does not meet the Service Availability Standard, you may initiate a claim for compensation within the time limit set forth in this Agreement. Your claim must be accompanied by
(1) A detailed incident description report.
(2) Detailed dates, times, durations, and other relevant details regarding the service unavailability.
(3) If your compensation claim is based on an abnormal proportion of normal endpoint access traffic, you must provide a packet capture file lasting at least one hour that clearly demonstrates the existence and volume of the abnormal access.
(4) Any other information that Tencent Cloud reasonably requests you to provide.
4. Disclaimer
For Service Unavailability caused by the following reasons, the corresponding Service Unavailability time does not fall within the scope of the calculation of Service Unavailability and Tencent Cloud’s compensation, and Tencent Cloud shall not be responsible for you:
4.1 Service Unavailability or failure to meet the service standard due to security threats, fraud, illegal acts, or other improper use of the Services caused by you or your end users.
4.2 Service Unavailability or failure to meet the service standard due to any third-party (not under the direct control of Tencent Cloud) equipment, software, or technology.
4.3 Service Unavailability or failure to meet the service standard due to your failure to configure and use the product in accordance with Tencent Cloud’s requirements.
4.4 Service Unavailability or failure to meet the service standard due to your violation of any Tencent Cloud product terms.
4.5 Service Unavailability or failure to meet the service standard due to your non-payment or overdue payment.
4.6 Service Unavailability or failure to meet the service standard due to severe network operator failures.
4.7 Service Unavailability or failure to meet the service standard due to problems with various origin servers behind the Tencent iOA Zero Trust Security Management System service, including but not limited to origin server bandwidth saturation, origin server IP exposure, origin server equipment room failure, origin server link network jitter, etc.
4.8 Service Unavailability or failure to meet the service standard due to force majeure events.
4.9 Service Unavailability due to system maintenance caused by Tencent Cloud after notifying you in advance, including cutover, repair, upgrade and simulated failure drills.
4.10 Service Unavailability due to network, equipment failure or configuration adjustment other than any Tencent Cloud equipment.
4.11 Service Unavailability due to attacks on your application interface or data or other improper behavior.
4.12 Service Unavailability due to loss or leakage of data, passwords, etc. due to improper maintenance or confidentiality.
4.13 Service Unavailability due to your negligent authorization, erroneous operation, your own equipment or third-party software and equipment.
4.14 Service Unavailability due to your failure to follow Tencent Cloud product usage documentation or usage recommendations.
4.15 Service Unavailability due to the use exceeding the service capacity limit of the current version.
4.16 Service Unavailability or failure to meet the service standard due to causes beyond Tencent Cloud’s reasonable control, other than those specifically enumerated elsewhere in this Article 4.
4.17 Service Unavailability during the period of free provision.
4.18 The circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud that Tencent Cloud can exempt from any liability or release of compensation liability.
5. Miscellaneous
5.1 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 Service Months, Tencent Cloud's maximum compensation liability shall not exceed the total fees paid by you for this Service in the 12 Service 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).
5.2 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.
5.3 This Agreement, as an ancillary agreement of the EULA (and, where applicable, the Tencent Cloud Terms of Service), shall have the same legal effect as those agreements. If you access and download the Service through the Tencent Cloud console, you shall also comply with the Tencent Cloud Terms of Service, and in the event of a conflict or inconsistency between the terms of this Agreement and such other agreements, this Agreement shall prevail with respect to Service availability and compensation matters, but only to the extent of such conflict or inconsistency. For matters not specified in this Agreement, you shall comply with the EULA (and, where applicable, the Tencent Cloud Terms of Service).