CDN Service Level Agreement

This agreement stipulates the service availability level and compensation plan that offers to customers.

We commit to you that the availability of UCDN cloud distribution service is 99.9%. If the service availability does not meet this commitment, compensation will be made according to the service compensation clause.

I. Concept Definition

Service Availability Definition: Service availability is the probability of the availability of cloud service business for users each month during the contract period, i.e., the actual available time per month/(actual available time + unavailable time) per month.

Service Period: The statistical period is based on natural months. If it is less than a month, it is counted as a month. The unit is minute.

Total Minutes of Service Cycle: It is calculated based on the total number of days in the service cycle*24 (hours)*60 (minutes).

Failed Requests: Requests that fail to respond to domain names due to CDN system reasons or requests that users normally fail to reach the CDN server end due to CDN service faults are considered failed requests.

Total Valid Requests: All requests for the corresponding accelerated domain name under the customer's account received by the CDN server end are considered total valid requests.

Error Rate Every 5 Minutes:

Error rate every 5 minutes = (number of failed requests every 5 minutes / total number of valid requests every 5 minutes) *100%

Unavailable Time: If the CDN has an error rate higher than 0.05% for 10 consecutive minutes or more, it is considered as service unavailable time

Minutes of Service Unavailability: The total accumulative minutes of unavailability within the service period

Monthly Service Fee: The total CDN fee of the customer in a natural month under the SurferCloud account

II. Service Availability

The calculation formula of service availability:

Service availability =(total minutes of service cycle - minutes of service unavailability) / total minutes of service cycle x 100%

Service Availability Standards:

The availability of CDN service should not be less than 99.90%. If CDN does not meet the above availability commitment, the customer can obtain compensation according to this agreement.

III. Compensation Plan

Compensation standards:

The compensation amount is calculated according to the service availability of a certain CDN product under a certain account of the SurferCloud platform, and the compensation amount does not exceed 25% of the total CDN fee paid by the customer that month.

IV. Disclaimer

The compensation range does not include but is not limited to the following reasons:

(1) During the system downtime maintenance period announced on this website;

(2) Failure or configuration adjustment caused by network or equipment outside the SurferCloud;

(3) Non-executable business due to system obstacles caused by force majeure such as typhoons, earthquakes, tsunamis, floods, power outages, wars, terrorist attacks;

(4) Service interruption or delay caused by hacker attacks, technical adjustments or failures of telecommunications departments, website upgrades, and bank issues.

(5) Unavailability caused by other reasons that are not SurferCloud, including but not limited to unavailability caused by third-party CDN or origin station issues.

(6) The appearance of a "Burst Bandwidth" that was not applied to SurferCloud in advance or was unsuccessful (The definition of "Burst Bandwidth": The bandwidth increment of this natural month exceeds the billing bandwidth of last month).

(7) Loss or leakage of data, passwords, etc. caused by improper maintenance or confidentiality by the customer.

(8) Issues caused by the customer upgrading the operating system on their own.

Notes on Burst Bandwidth:

• .For bandwidth billing/flow billing customers: The bandwidth increment of this natural month exceeds 500Gbps, or the peak bandwidth of the last natural month is 0, the bandwidth increment of this natural month exceeds 200Gbps; it does not meet the above standards, but the bandwidth increment of this natural month exceeds the billing bandwidth of the last month by 30%.
• If you have a burst bandwidth usage requirement for CDN services, you need to contact SurferCloud at least 3 working days in advance (for major holidays, including but not limited to Spring Festival Gala, Double Eleven, etc., you need to apply at least one month in advance) to apply for Burst Bandwidth. If the application is successful, within the stipulated burst level, your service will not be affected; if the application is unsuccessful or unapplied, for burst bandwidth, SurferCloud has the right to take measures such as throttling to ensure the stability of all network users. SurferCloud is not responsible for the availability problems caused by this.
• If you need to apply for Burst Bandwidth, please contact SurferCloud for business negotiation. For successful applications, SurferCloud will charge according to the price standard re-negotiated with you; for unsuccessful applications or unapplied, SurferCloud will charge according to your current price standard, the detailed fee will be based on the CDN bill..