This Service Level Agreement (SLA) applies only to enterprise-level service plans explicitly marked as "SLA included" by the Company, and is subject to the contract or order between both parties.
Article 1 — Scope of Application
This SLA applies to network connectivity, data transmission, and related technical support services. It does not apply to user-side equipment, third-party systems, or public network quality.
Article 2 — Availability Targets
Unless otherwise agreed, the Company provides only reasonable commercial effort (Best Effort) or availability targets as specified in the contract.
Availability calculations exclude the following situations:
- Scheduled maintenance;
- Force majeure;
- Upstream or third-party failures;
- User's own configuration or equipment issues.
Article 3 — Fault Handling
1. Users should report faults through designated channels.
2. The Company provides reasonable response and coordination based on the service level, but does not guarantee immediate resolution.
Article 4 — Circumstances Not Constituting SLA Breach
The following circumstances do not constitute SLA breaches and do not result in compensation:
- Upstream carrier or cross-border line issues;
- Policy, regulatory, or government actions;
- Attacks, abuse, or security incidents;
- Interruptions caused by user actions.
Article 5 — Compensation Limitations
If compensation is stipulated in the contract, it is limited to service hours or fee credits only, and does not apply to indirect or commercial losses.
Article 6 — Final Interpretation Rights
The Company reserves the final right of interpretation of this SLA, and contract terms shall take precedence.