Zenlayer Block Storage Services
Last updated: March 29, 2023
1. Product Summary.
Block Storage is a persistent block-level data storage service for Zenlayer Bare Metal Cloud server. It can mount ZBS to the Bare Metal Cloud server for read and write operations.
2. Acceptance Period.
The Acceptance Period is two (2) business days for ZBS Services.
3. Payment Terms and Fee Calculation.
All Charges for the ZBS Services will be calculated according to the price listed in SOF and billed in accordance with the Section 5 specified in the MSA.
4. Service Availability.
4.1. Service Availability Formula. ZBS service availability shall be calculated as follows:
T = Total Minutes per month
U = Unavailability duration (round up to the nearest minutes)
“Unavailability” shall mean a single ZBS instance fails to be accessed by BMC server within one minute.
“Unavailability duration” shall mean sum of unavailable minutes of a single ZBS instance in a natural month. The continuous failure can’t last for one minute, it will not be regarded as unavailability.
5. Service Level Guarantee.
Zenlayer shall use commercially reasonable efforts to maintain a monthly availability for Service of 99.95% or greater.
5.1. Service Availability Guarantee and Service Level Credit.
Zenlayer fails to meet the service levels outlined above, except for the reasons outlined in Section 5.3. below, Customer shall be entitled to a Service Level Credit as outlined in the Table below:
For ZBS with single copy (The block storage device has only one data copy and no redundancy)
≥ 99.9%
Up to 44 minutes
N/A
< 99.9% and ≥ 98.9%
More than 44 minutes and up to 8 hours
10%
< 98.9%
More than 8 hours
20%
For ZBS with three copies (The block storage device has three redundant copies)
≥ 99.95%
Up to 22 minutes
N/A
< 99.95% and≥ 99%
More than 22 minutes and up to 7 hours 18minutes
10%
< 99% and≥ 95%
More than 7 hours 18minutes and up to 36 hours
25%
< 95%
More than 36 hours
50%
5.2. To submit a claim for Service Level Credit, Customer shall
(a) notify Zenlayer in writing within thirty (30) days of the outage, and
(b) provide necessary information, including Customer’s name, Customer’s administrative contact, contract number, date of the event giving rise to the claim with beginning and end time, origination and destination route, source and destination IP Addresses, and a traceroute from the source address (if applicable).
(c) The amount and ratio of credit shall only apply to the affected Service, and the credit shall be calculated upon the MRC amount of the affected Service listed in this Appendix.
(d) The credit shall be calculated by referencing the records held by Zenlayer, which will be the sole conclusive evidence of the service level achieved, absent manifest error.
5.3. Zenlayer shall be not responsible for service failure caused by the following reasons, and the failed time will not be calculated into the Service Level Credit:
(a) Emergency or scheduled maintenance, including cutover, maintenance, upgrade and simulated fault drill, etc;
(b) Force Majeure;
(c) Failure of power, facilities, equipment, systems, configuration or connections not provided by Zenlayer or it’s affiliates;
(d) Customer's visiting volume exceeding the ZBS instance specifications;
(e) The availability detection network segment is disabled caused by Customer’s security policy configured on the back-end servers;
(f) The loss or leakage of data, passwords, passwords, etc. caused by improper maintenance or confidentiality of Customers;
(g) Customer's failure to follow the product use documents or suggestions of Zenlayer;
(h) Suspension or termination of Service in accordance with the MSA; or
(i) Acts or omissions of third parties that are not affiliated with Zenlayer.
5.4. Maintenance. Zenlayer may suspend Services during the maintenance or update of its network. In the event of routine, planned maintenance, Zenlayer will provide Customer with reasonable prior notice. For emergency maintenance, Zenlayer will provide as much notice as is practicable under the circumstances. In all cases, Zenlayer will work with Customer to minimize disruptions to the Service. Under no circumstances, will any planned interruption or routine maintenance be considered a Service Outage. Such maintenance is not entitled to any credits unless stated otherwise in this Appendix.
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