Quality Assurance Service

UnitedStack is committed to delivering powerful cloud computing services to our customers, and with our professional engineers we will beat traditional mode in many other ways like accessibility and stability.

UnitedStack provides Service Level Agreement and Indemnity Clause of all basic services just to safeguard your best interests. We have the ability to keep our promises and wish nothing but to enjoy our cloud services lightheartedly for all of our customers

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Instance Service Level Agreement

Function

Instance has the advanced functions like self-management, data security assurance and automated post-failure recovery. Instance of UnitedStack can be applied to many fields including community websites, company official websites, portal sites, e-commerce websites, SAAS applications and game applications. You can find the detail of Instance in our documentation.

Service Availability

Instance System Disk Data Persistency:No less than 99.9999%(find more in chapter 3.1)

Instance Service Availability:No less than 99.95%

For example, in a calendar month contained 30 days, the monthly service available time at least should be 30D*24H*60M*99.95%=43178.4 minutes, Hence the unavailable time would be 21.6 minutes, the unit used when calculating unavailable time varies from situations.

PS:

1.Instance availability is counted by service period, a service period stands for a calendar month, less than one month won’t be counted as a service period, the business unit used to calculate is each instance and the time unit is minute.

2. Unavailable time: The unavailable time will only be counted in when the service is not available for 5 successive minutes or longer. The instance unavailable time does not include system daily maintenance time, intended maintenance or power off time and the unavailable time caused by user, the third or force majeure factor.

Service resources allocation ability

Instance has various flavors and is capable of elastically expending, users can expand or contract instance resources according to the guide and their own needs. Users can start or release 100 instances within 10 minutes, upgrade CPU and memory in 5mintures when in halt and adjust floating IPs bandwidth in real-time.

Post-failure recovery ability

UnitedStack provide 7×24 operation and management service for paid managed private cloud users by online ticket system or phone, possess a responding mechanism which is fully capable of monitoring, alarming, locating and recovering any failure.

Network access performance

User can choose the floating IPs bandwidth when creating the instances, the bandwidth ranges from 0 to 30Mbps by default.

Volume Service Level Agreement

Data Persistency

Volume Data Persistency: No less than 99.9999%

Data Persistency is counted by service period, a service period stands for a calendar month, less than one month won’t be counted as a service period.

For 1,000,000 volumes in a month, only one of them has the possibility of lose of data.

Data Availability

Instance Service Availability:No less than 99.95%

For example, in a calendar month contained 30 days, the monthly service available time at least should be 30D*24H*60M*99.95%=43178.4 minutes, Hence the unavailable time would be 21.6 minutes, the unit used when calculating unavailable time varies from situations.

PS:

1.Volume availability is counted by service period, a service period stands for a calendar month, less than one month won’t be counted as a service period, the business unit used to calculate is each instance and the time unit is minute.

2. Unavailable time: The unavailable time will only be counted in when the service is not available or Volume IO is 0 for 5 successive minutes or longer. The volume unavailable time does not include system daily maintenance time, intended maintenance or power off time and the unavailable time caused by user, the third or force majeure factor.

Data Destructibility

1. Under the circumstance of service expiring or user’s demand, volumes and memory can be deleted by UnitedStack Managed Private Cloud and the data won’t be restored.

2.The volumes of devices used to host cloud services can be demagnetized by UnitedStack before they’re put aside, sent to be repaired or sold out, the demagnetized process will be video taped then kept for record. UnitedStack will audit the record and video taped at regular intervals for safety concerns.

Data Migratability

UnitedStack Managed Private Cloud supports images copy and snapshot restoration for users when launching instances to achieve fast deployment then migrate the data; Before terminating instances, users can easily emigrate the data via networks.

Data privacy

UnitedStack uses encryption and security groups to ensure that users data in the same pools are not visible to each other. The security groups can isolate users’ resources with the data link layer and network layer access control technology.

Network Service Level Agreement

Network Service Availability

Network Service Availability: Connectivity is no less than 99.9%, which means the monthly disconnectivity time is less than 44 minutes.

PS:

“Network Disconnectivity” means: the managed-private-cloud-related networks that are maintained by the other Party occur disconnectivity and failure.

“Network Disconnectivity Time” means: the disconnectivity time that has been confirmed by both Party that the cause of the disconnectivity or failure is caused by the neglience of the other party.

The following causes for network disconnectivity of the Party won’t be counted in Network Disconnectivity Time:

(1) Network Disconnectivity caused by the third Party, including but not limited to circuit fault of the telecom.

(2)Network Disconnectivity caused by network maintenance that the other Party has informed the Party in advance.

(3)Network Disconnectivity caused by circuit fault or device fault of the Party.

(4)Network Disconnectivity caused by operations of the Party that the other Party is not aware of.

(5)Network Disconnectivity caused by negligence of the Party or the operations that has been authorized by the Party.

Service Indemnity Clasue

Extend of compensation

Failure of normal usage of sold cloud services caused by the device fault, design flaw of products and inappropriate operations of the Other Party’s operation team will be compensated by the other Party. Causes like force majeure won’t be included. The invalid causes are listed as follow:

(1) System maintenance that the other Party has informed the Party in advance, including commissioning, maintenance and upgrading.

(2) Circuit fault, device fault or change of settings that is out of the range of the operation management of the other Party.

(3) Caused by attack of hackers towards users applications or data.

(4) The lose of data, cipher or password caused by users’ negligence.

(5) Caused by upgrading of the operation system operated by users without informing the other Party.

(6) Caused by users’ applications or installations.

(7) Caused by users’ negligence or operations that have been authorized by users.

(8) Caused by force majeure factors.

(9) The unavailability caused by any reasons other than UnitedStack.

Compensation Scheme

Instance Compensation Scheme

Percentage of Monthly Available Time Comepensation Ratio
(monthly charge of service)
99% ≤Monthly Available Time < 99.95% 10%
Monthly Available Time < 99% 30%

Volume Compensation Scheme

Data persistency(No lose of data)

Percentage of Monthly Available Time Comepensation Ratio
(monthly charge of service)
99% ≤Monthly Available Time < 99.95% 10%
Monthly Available Time < 99% 30%

Data availability

Percentage of Monthly Available Time Comepensation Ratio
(monthly charge of service)
99% ≤Monthly Available Time < 99.95% 10%
Monthly Available Time < 99% 30%

Network Compensation Scheme

Percentage of Monthly Available Time Comepensation Ratio
(monthly charge of service)
98% ≤Monthly Available Time < 99.99% 10%
Monthly Available Time < 98% 30%

Other Info

Other Info

The other Party is eligible to make a change about the metrics of the SLA. The other party should make announcement and inform the Party about the details of the change in e-mail or written notice.