This Service Agreement outlines the availability standards and compensation terms for the IP Protection Services provided by us. Please note that this agreement applies only when users refrain from using any not our services or devices. If third-party services or devices are used in conjunction, this agreement will no longer apply.
1. Scope and Definitions
1.1 Total Minutes: The total duration in a service period, calculated as the number of days in the period multiplied by 24 hours, then by 60 minutes.
1.2 Service Availability: A measure of whether the IP protection service remains in a normal operational state throughout its runtime. Availability pertains solely to the IP Protection system itself; external factors (e.g., customer bandwidth exhaustion or origin server failure) are excluded.
1.3 Downtime: The total time during which the IP protection system fails to function properly in a given service period. However, downtime resulting from the following scenarios is excluded:
a. Interruptions caused by user or end-user security issues or violations.
b. Outages triggered by third-party equipment, software, or technical issues.
c. Downtime due to improper configuration of products not following 重庆零玖云网络科技有限公司’s recommendations.
d. Disruptions resulting from the user violating 重庆零玖云网络科技有限公司’s terms of service.
e. Service suspension due to unpaid fees or user delinquency.
f. Severe failures of network providers.
g. Interruptions caused by improper or illegal user operations.
h. Downtime caused by backend resource issues in the IP protection service (such as full origin bandwidth, origin data center failures, or network fluctuations).
i. Scheduled maintenance or system upgrades with prior notice from 重庆零玖云网络科技有限公司.
j. Downtime caused by force majeure events.
k. Traffic exceeding the user’s purchased service specifications.
2. Service Availability
2.1 Calculation Formula:
Service Availability = (Total Minutes - Downtime) / Total Minutes × 100%
2.2 Service Guarantee:
We guarantees that the monthly service availability of the IP protection service will not fall below 99.95%. If this standard is not met, users may claim compensation according to the terms outlined in this agreement.
3. Compensation Terms
3.1 Compensation Standards:
If the IP protection service fails to meet the promised availability, we will compensate users with service credits. The compensation amount is determined by the actual service availability percentage and shall not exceed 50% of the monthly base fee.
• 99.95% ≥ Availability ≥ 99.8%: Compensation equals 10% of the monthly base fee.
• 99.8% > Availability ≥ 99.5%: Compensation equals 20% of the monthly base fee.
• Availability < 99.5%: Compensation equals 50% of the monthly base fee.
3.2 Compensation Application Process:
3.2.1 Required Materials:
Users must submit a claim within the specified timeframe and provide the following:
a. A detailed incident report.
b. Specific dates, times, and durations of the service outage.
c. At least one hour’s worth of relevant packet capture logs for traffic-related claims.
d. Any other necessary information requested by 重庆零玖云网络科技有限公司.
3.2.2 Submission Deadline:
Claims must be submitted within 30 days after the end of the relevant period. Late submissions will not be processed. We will review the application upon receiving all required materials. Additional information may be requested during the review.
4. Miscellaneous
We reserves the right to amend the terms of this agreement. Any changes will be announced or sent via email at least 30 days in advance. If users do not agree to the new terms, they may discontinue using the service. Continuing to use the service after changes are made constitutes acceptance of the revised terms.
