Service Commitment

Service Commitment	Rate	Unit	Equivalent
vCDN	99,90%	CDN Domain	Measure the number of failed requests on the total requests.
vWAF	99,90%	Application	Measure the number of failed requests on the total request
vServer/vDB/vMarketPlace (Single Region)	99,94%	1 Virtual host	Equivalent to 26 minutes 05 seconds
vServer/vMarketPlace (Multi-region)	99,99%	1 Virtual host	Equivalent to 4 minutes 21 seconds
vLB/GLB	99,96%	1 Load Balancer	Equivalent to 17 minutes 23 seconds
vContainer (K8S)	99,94%	Cluster	Depends on the actual usage time in a month.
vStorage	99,99%	Project	Equivalent to 0 Block fail 100% or 1 Block fail 80%
vMonitor	99,90%	Resource/Log Project	43 mins and 28 seconds
VKS	99,95%	Cluster	21 mins and 44 seconds
BackupCenter	99,95%	Vault	Equivalent to 21 and 44 seconds
BlockStorage	99,94%	Volume	Equivalent to 26 minutes 05 seconds
vDCI	99,90%	1 Physical host	Equivalent to 43 mins and 28 seconds
VPN	99,94%	VPN Connection	Equivalent to 26 minutes 05 seconds
NAT	99,94%	NAT Instance	Equivalent to 26 minutes 05 seconds
Private Endpoint	99,94%	Private Endpoint	Equivalent to 26 minutes 05 seconds

Compenstation for Commitment Violations

If the Service fails to meet the Monthly Uptime Rate commitment, as stated above, GreenNode is responsible for providing the corresponding Service to the Customer. The compensation for customers is calculated as a percentage of the value during the billing period of that month.

- vServer/vDB/vMarketPlace: For Single Region service

Monthly Uptime Rate	Downtime Equivalent	Service compensation rate / 1 virtual server
From 99,90% to less than 99,94%	From 26 minutes 05 seconds to 43 minutes 28 seconds	10%
From 95% to less than 99,90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

- vServer/vMarketPlace: For Multi-Region services, if both regions experience downtime simultaneously, the service compensation rate per virtual server is as follows:

Monthly Uptime Rate	Downtime Equivalent	Service compensation rate / 1 virtual server
From 99,90% to less than 99,99%	From 43 mins 49 seconds to 4 mins 21 seconds	10%
From 95% to less than 99,90%	From 43 mins 28 seconds to 01 day 12 hours 13 mins 27 seconds	30%
Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

- vLB/GLB:

Monthly Uptime Rate	Downtime Equivalent	Service compensation rate / 1 vLB
From 99,90% to less than 99,96%	From 17 minutes 23 seconds to 43 minutes 28 seconds	10%
From 95% to less than 99,90%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
Below 95%	More than 01 day 12 hours 13 minutes 27 seconds	100%

- vContainer (K8S):

Monthly Uptime Rate	Downtime Equivalent	Service compensation rate / 1 virtual server
From 99.90% to less than 99.94%	vContainer (K8S) downtime depends on actual monthly usage	10%
From 95% to less than 99,90%		30%
Below 95%		100%

- vCDN:

Monthly Uptime Rate	Service compensation rate / Domain CDN
From 99% to less than 99,90%	5%
From 95% to less than 99%	10%
From 90% to less than 95%	30%
Below 90%	100%

- vWAF:

Monthly Uptime Rate	Service compensation rate / Application
From 99% to less than 99,90%	5%
From 95% to less than 99%	10%
From 90% to less than 95%	30%
Below 90%	100%

- vStorage:

Monthly Uptime Rate	Service compensation rate / Project
From 99% to less than 99,99%	10%
From 95% to less than 99%	30%
Below 95%	100%

- vMonitor:

Monthly Uptime Rate	Service compensation rate / 01 Resource or Project Log corresponding problem
From 99,00% to less than 99,90%	10%
From 95% to less than 99,00%	25%
Below 95%	100%

- VKS:

Monthly Uptime Rate	Service compensation rate / 01 Cluster	Compensation
From 99,00% to less than 99,95%	10%	Calculated based on the downtime value of the control plane
From 95% to less than 99,00%	25%	Calculated based on the downtime value of the control plane
Below 95%	100%	Calculated based on the downtime value of the control plane

- BackupCenter:

Monthly Uptime Rate	Service Rate to compensate / 01 project
From 99 % to less than 99,95%	10%
From 95% to less than 99%	30%
Below 95%	100%

- BlockStorage:

Monthly Uptime Rate	Equivalent Time Downtime	Service Rate to compensate /1 volume
From 99,90% to less than 99,94%	From 26 minutes 05 seconds to 43 minutes 28 seconds	10%
From 95% to less than 99,90%	From 43 minutes 28 seconds to 01 day 12 hour 13 minutes 27 seconds	30%
Below 95%	Over 01 days 12 hour 13 minutes 27 seconds	100%

- vDCI:

Monthly Uptime Rate	Service Rate to compensate /1 physical server
From 95% to less than 99,90%	10%
From 90% to less than 95%	30%
Below 90%	100%

- VPN/NAT/Private Endpoint:

Monthly Uptime Rate	Equivalent Time Downtime	Service Rate to compensate
From 99,00% to less than 99,95%	From 26 minutes 05 seconds to 43 minutes 28 seconds	10%
From 95% to less than 99,00%	From 43 minutes 28 seconds to 01 day 12 hours 13 minutes 27 seconds	30%
Below 95%	Over 01 day 12 hours 13 minutes 27 seconds	100%

Service Level Agreement