A service-level agreement (SLA) is a commitment between a service provider and a customer. Particular aspects of the service quality, availability, and responsibilities are agreed between the service provider and the customer.
1. Service range
2. Service metrics
2.1. Data persistence
2.2. Data erasability
2.3. Data transferability
2.4. Data privacy
2.5. Right to know
2.6. Data auditability
2.7. Services
2.8. Service resource scheduling capability
2.9. Failback capability
2.10. Network access performance
2.11. Billing accuracy
2.12 Service availability
3. Compensation terms
3.1. Compensation range
3.2. Compensation scheme
4. Miscellaneous
To ensure high service quality, Funfield SG Cloud Network Technologies Co., Ltd. (Funfield SG Cloud for short) makes the following commitment on the service quality on Funfield SG Cloud CDN to you:
1. Service range
Funfield SG Cloud CDN provides download and live streaming acceleration services, including acceleration for VOD, large file download, small image file delivery, and live streaming.
Funfield SG Cloud CDN distributes content on the origin server to edge nodes to provide fast content delivery for users.
2. Service metrics
2.1. Data persistence
Funfield SG Cloud CDN provides the cache service. Data cached on edge nodes is sorted by access frequency, and the least frequently accessed data is automatically phased out.
2.2. Data erasability
Funfield SG Cloud CDN caches files and allows you to delete the files as required. After the files are deleted, they cannot be restored on any edge node of Funfield SG Cloud. However, when users request the files again, they will be cached again.
2.3. Data transferability
Funfield SG Cloud CDN consists of hundreds of edge nodes and uses the intelligent scheduling system to allocate the node resources. Data is distributed on edge nodes that serve you.
2.4. Data privacy
** 2.4.1.** All the edge nodes of Funfield SG Cloud CDN are under strict security protection, so that user data will not be stolen by any third party.
** 2.4.2.** You can configure hotlinking protection and access authentication policies as required to control and isolate external access requests and ensure data privacy.
** 2.4.3.** Unless stipulated by applicable laws and regulations, or according to the supervisory and audit requirements of regulatory departments, Funfield SG Cloud will not provide customer data, access records, application logs, and behavioral logs to any third party.
2.5. Right to know
** 2.5.1.** You data is cached and distributed on the edge nodes of Funfield SG Cloud CDN throughout China. The edge nodes are allocated based on the domain name access information. You can query the distribution of edge nodes used for a domain name to learn the distribution of cached data.
** 2.5.2.** The data centers (DCs) of Funfield SG Cloud CDN abides by local laws and regulations. You are entitled to know the DCs and you can contact the customer service center of Funfield SG Cloud CDN to obtain more information.
** 2.5.3.** Customer data, access records, application logs, and behavioral logs will be used only for analyzing the running status of Funfield SG Cloud CDN. Your personal information will not be disclosed to any third party. The data stored in the Funfield SG Cloud DCs in China will not be backed up in Funfield SG Cloud DCs located outside China, or used for business or data analysis outside China.
2.6. Data auditability
In the event of a security accident or risk, in accordance with the applicable laws and regulations, or based on the requirements of the regulatory department for supervision, security compliance, audit, or forensics, Funfield SG Cloud can provide information about the services you use when Funfield SG Cloud is presented with standard and required formality. The information includes running logs of critical components, operation records of O&M engineers, and your operation records.
2.7. Services
** 2.7.1.** Funfield SG Cloud CDN provides download and live streaming acceleration services. The download acceleration services accelerate webpage access, VOD, and downloads. The live streaming acceleration services accelerate content delivery for event live streaming and recreational activity live streaming. The services can be billed by traffic or bandwidth.
** 2.7.2.** Funfield SG Cloud CDN allows you to configure domain names and obtain statistical reports by using the Funfield SG Cloud CDN console or API. For more information about the features of Funfield SG Cloud CDN, see the operation manual, technical manual, and help manual of Funfield SG Cloud CDN.
** 2.7.3.** According to the sole judgment of Funfield SG Cloud, all failures and feature changes that may affect users will be publicized to you.
2.8. Service resource scheduling capability
Funfield SG Cloud CDN services do not have bandwidth or storage limits. If a domain name uses less than 100 Gbit/s bandwidth, resources will be automatically scaled without manual application. If the bandwidth used by the domain name exceeds 100 Gbit/s, you must submit a written application to Funfield SG Cloud at least three business days in advance to apply for a bandwidth increase. Funfield SG Cloud shall not be held liable for the consequence of service unavailability if you do not apply for a bandwidth increase in advance.
2.9. Failback capability
Funfield SG Cloud CDN provides at least two networks and two sets of network devices to respond to any network link failure and ensure service continuity. Funfield SG Cloud CDN also provides 24/7 maintenance services. You can submit a ticket or call the customer service center to obtain technical support. Funfield SG Cloud CDN comes with an all-round emergency response mechanism that supports fault monitoring, automatic alarming, quick locating, and quick recovery.
2.10. Network access performance
The edge nodes of Funfield SG Cloud CDN are deployed in high-quality DCs. Funfield SG Cloud CDN ensures network access performance by scheduling resources of the DCs to avoid impact of bandwidth issues.
2.11. Billing accuracy
Funfield SG Cloud CDN services come with an accurate and transparent billing system. Funfield SG Cloud charges you on a monthly basis according to the use of Funfield SG Cloud CDN services. The specific billing mode and price are subject to the agreement signed between Funfield SG Cloud and you. By default, the billing data is retained for at least three years, and original billing logs are retained for at least six months.
2.12. Service availability
Service availability ≥ 99.9%
Formula for calculating service availability: **Normal service time in a service cycle/Total service time in a service cycle
Terms:
Service cycle It means a calendar month. If you have used the service for less than one month, the accumulative use time of the service in the month is taken as one service cycle. Service downtime If the error rate in a statistical period, in the unit of 5 minutes, exceeds 0.05%, the service is considered as unavailable in this statistical period. If Funfield SG Cloud CDN is unavailable in a time period of 10 minutes or longer, this time period is defined as service downtime.
Error rate calculation formula (Errors that occur when the edge nodes of Funfield SG Cloud CDN are available in the statistical period + Requests that fail because the edge nodes of Funfield SG Cloud CDN are unavailable in the statistical period)/All requests in the statistical period. Errors that occur when the edge nodes of Funfield SG Cloud CDN are available in the statistical period: the number of 5xx, 403, or 499 errors that occurred due to system failure of Funfield SG Cloud CDN, configuration failure of Funfield SG Cloud CDN, or device breakdown in the statistical period. Requests that fail because the edge nodes of Funfield SG Cloud CDN are unavailable in the statistical period: the average requests in the statistical period in the last seven days on an unavailable node multiplied by the service downtime of the node in the statistical period. The errors that occur in the following cases are excluded from the statistics:
A 5xx error is caused by a back-to-origin error.
The domain name is forbidden due to content in breach of regulation or any other reason.
An error is caused by you, a third party, or force majeure.
3. Compensation terms
3.1. Compensation range
Funfield SG Cloud will compensate you for the service unavailability that results from Funfield SG Cloud device failure, design defect, or misoperation of Funfield SG Cloud. The service unavailability caused by the following situations is beyond the compensation range:
System maintenance operations performed by Funfield SG Cloud with prior notice, including cutovers, repairs, upgrades, and failure simulation drills
Faults or configuration changes on networks or devices that are not provided by Funfield SG Cloud
Issues caused by you or a third party
Issues caused by force majeure or unexpected events
Issues caused by other reasons that shall not owe to Funfield SG Cloud
3.2. Compensation scheme
If the service availability does not reach the level stipulated in this SLA, Funfield SG Cloud will offer you compensation according to ten times of the service downtime.
Service downtime (in minutes) = Issue end time - Issue start time
Compensation = Average fee per minute in the month x Service downtime x 10
Notes:
The compensation is valid to customers who have used and paid for the Funfield SG Cloud CDN service. The compensation is implemented by offsetting the bill generated in the month. The compensation cannot be cashed. The compensation must not exceed the total payable amount in the month.
You shall report the service unavailability issue in seven days after the issue occurs and apply for compensation. Otherwise, you cannot obtain compensation.
4. Miscellaneous
Funfield SG Cloud reserves the right to amend the terms of this SLA. Funfield SG Cloud shall notify you of any amendment to the terms of this SLA thirty (30) days in advance through a website announcement or an email. If you do not agree to Funfield SG Cloud’s modifications to this SLA, you are entitled to stop using the Funfield SG Cloud CDN service. If you continue to use the Funfield SG Cloud CDN service, it is deemed that you have accepted the modified SLA.