Effective date: 27 September 2021
Applicable service: DataWind (SaaS version)
This service level agreement specifies the service availability metrics and compensation plan for the DataWind service provided by Volcano Engine to customers.
1 Definitions
1.1 Service period: A service period is one calendar month. If the period is less than a full calendar month, it is calculated as one calendar month.
1.2 Total minutes in the service period: Total number of days in the service period × 24 (hours) × 60 (minutes).
1.3 Service unavailable minutes: Calculated in 5-minute increments. If all consecutive attempts by the customer to connect to the DataWind service fail within a 5-minute interval, the service is considered unavailable for that 5-minute period. Within a service period, service unavailable minutes = total number of 5-minute unavailable intervals × 5.
1.4 Monthly service fee: The total service fee paid by the customer for the DataWind service in a calendar month. If the customer pays for multiple months at once, the monthly service fee is calculated by allocating the total payment across the number of months purchased.
2 Service availability
2.1 Service availability calculation method
The service availability of DataWind is calculated for each service period as follows:
Service availability = (Total minutes in the service period - Service unavailable minutes) / Total minutes in the service period × 100%
2.2 Service availability commitment
The service availability of DataWind in any service period will not be less than 99.00%;
2.3 Exclusions
If DataWind does not meet the above availability commitment, the customer may receive compensation in accordance with the compensation plan. The scope of compensation does not include service unavailability caused by the following reasons:
(1) System maintenance performed by Volcano Engine after prior notice to the customer, including cutovers, repairs, upgrades, and simulated failure drills;
(2) Caused by network or device failures, or configuration adjustments, outside of any device owned by Volcano Engine;
(3) Caused by hacker attacks on the customer's application or data information;
(4) Caused by improper maintenance or inadequate confidentiality by the customer, resulting in the loss or leakage of data, credentials, passwords, and more;
(5) Caused by the customer's negligence or operations authorized by the customer;
(6) Caused by the customer's failure to follow the Volcano Engine product documentation or usage recommendations;
(7) Caused by force majeure;
(8) The request originates from a non-Chinese mainland IP address.
3 Compensation plan
3.1 Compensation criteria
The DataWind Service calculates monthly service availability on a per-project basis. If the committed service availability is not met, the compensation amount is calculated according to the standards in the table below. Compensation is limited to vouchers for purchasing the DataWind Service, and the total compensation amount shall not exceed 50% of the monthly service fee paid by the customer for the DataWind Service project in the month when the service availability commitment was not met (excluding fees offset by vouchers).

3.2 Compensation claim period
The customer may submit a compensation claim for services that did not meet availability for the previous month after the fifth business day of each month. The compensation claim must be submitted within two months after the end of the relevant month in which this product did not meet availability. Compensation claims submitted after the deadline will not be accepted.
4 Other matters
Volcano Engine reserves the right to modify this Service Level Agreement. If any terms of this Service Level Agreement are modified, Volcano Engine will notify you 30 days in advance by means of a website announcement or by sending an in-site message or email. If you do not agree to the modifications made by Volcano Engine to this Service Level Agreement, you have the right to stop using this product. If you continue to use this product, you will be deemed to have accepted the modified Service Level Agreement.