This Service Level Agreement (hereinafter referred to as "SLA") defines the service availability levels, shared responsibility boundaries, and compensation schemes provided by AutoMQ HK Limited to customers for the AutoMQ Cloud (hereinafter referred to as "AutoMQ"). In the event of any conflict between the provisions of this Agreement and the AutoMQ Terms of Service, the terms of this Agreement shall prevail. Matters not covered in this SLA shall be governed by the provisions of the AutoMQ Terms of Service. Please note, unless otherwise agreed, this agreement does not apply to public beta, invite-only beta, and free test environments and instances.
Definitions
Service Period : A service period is one calendar month.
Total Minutes in a Single Instance Service Period : Calculated as the total number of days in the service period for a single instance × 24 (hours) × 60 (minutes).
Instance Unavailability : When an AutoMQ instance configured as expected fails to produce messages or encounters message production failures, and this condition lasts for more than one minute, the AutoMQ instance is considered unavailable for that minute.
Single Instance Unavailable Minutes : The sum of minutes a single AutoMQ instance is unavailable within a service period.
Monthly Service Fee: The total service fee paid by the customer for a single AutoMQ instance within a s Service Period . If the customer pays for multiple months at once, the Monthly Service Fee shall be prorated according to the number of months purchased. If the customer pays service fees based on actual usage, the Monthly Service Fee shall be calculated according to the amount actually paid within one Service Period.
Service Availability
2.1 Service Availability Calculation Method
The service availability of AutoMQ shall be calculated for each AutoMQ instance based on the Service Period, in accordance with the following formula:Service Availability = (Total minutes in the Service Period for a single instance - Unavailable minutes for a single instance) / Total minutes in the Service Period for a single instance × 100%.
2.2 Service Availability Commitment
AutoMQ commits that the service availability for an instance within a Service Period will be no less than 99.95%.
2.3 If the above availability commitment is not met, the customer can receive compensation as stipulated in Section 3 of this agreement. Compensation does not cover service unavailability caused by the following reasons:
(1) Attacks on the customer's application by hackers;
(2) Loss or leakage of data, credentials, passwords, etc., due to improper maintenance or confidentiality by the customer;
(3) Customer's negligence or actions authorized by the customer;
(4) Failure to follow AutoMQ product usage documentation or recommendations, such as incorrect changes or releases to AutoMQ instances via the console, API, or CLI;
(5) Errors in AutoMQ instances caused by installing third-party software or configurations not provided by AutoMQ;
(6) Brief service interruptions due to normal maintenance or upgrades of instances as described in the AutoMQ Terms of Service ;
(7) Force majeure events.
Compensation Plan
3.1 Compensation Standards
For AutoMQ instances, if the service availability falls below 99.95%, compensation can be obtained according to the standards in the table below. The compensation method is limited to vouchers or other deduction tools for purchasing AutoMQ instances. The total compensation amount shall not exceed the single-instance monthly service fee (excluding fees deducted using vouchers) paid by the customer for the AutoMQ instance in the month when the service availability commitment was not met.
Service Availability
Compensation Voucher Amount
Below 99.95% but equal to or above 99%
15% of the monthly service fee
Below 99% but equal to or above 95%
30% of the monthly service fee
Below 95%
100% of the monthly service fee
3.2 Compensation Application Deadline
Customers may submit compensation claims for AutoMQ instances that did not meet availability requirements within five (5) business days after the end of the month. Compensation claims must be submitted within two (2) months following the month in which AutoMQ did not meet service availability. Claims submitted beyond this timeframe will not be processed.
Others
4.1 Service Agreement Amendments
This Service Level Agreement (SLA) takes effect on December 16, 2023. AutoMQ reserves the right to modify the terms of this SLA. If there are any changes to the SLA terms, AutoMQ will notify you 30 days in advance via website announcement or email. If you do not agree with the modifications to the SLA, you have the right to stop using AutoMQ services. Continued use of AutoMQ services will be deemed as acceptance of the modified SLA.
4.2 Responsibility Sharing Model
AutoMQ Cloud offers both SaaS and BYOC deployment models. Based on the deployment model, there are shared responsibilities between AutoMQ and the customer. Refer to the table below for details:
SaaS Model
In the SaaS model, AutoMQ instances are deployed in the service provider's account, and customers do not need to manage the underlying cloud resources of the instances. The related responsibility model is as follows:
Responsibility
AutoMQ Service Provider
Customer
Cluster Deployment
Responsible
-
System Vulnerability Patching
Responsible
-
Software Version Upgrades
Responsible
-
Instance Capacity Expansion
Responsible
-
Cloud Account Authorization
Responsible
-
Network Connectivity Assurance
Responsible
-
Service Availability SLA
Responsible
-
BYOC Deployment Model
In the BYOC deployment model, AutoMQ instances are deployed in the customer's cloud account, allowing customers to manage and monitor the underlying cloud resources of the instances. The responsibility model is as follows:
Responsibility
AutoMQ Service Provider
Customer
Cluster Deployment
Responsible
-
System Vulnerability Patching
Responsible
-
Software Version Upgrades
Responsible
-
Instance Capacity Expansion
Responsible
Responsible (ensure cloud resource availability)
Cloud Account Authorization
Responsible
Responsible
Network Connectivity Assurance
Responsible
Responsible
Service Availability SLA
Responsible
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