TDengine Cloud Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines the availability commitments and compensation terms for TDengine Cloud.

1. Definitions

• Service Period: One calendar month. If a TDengine Cloud instance is used for less than one month, the actual usage time during that month constitutes the service period.

• Total Service Minutes: The total number of minutes in the Service Period, calculated as $\text{Number of Days in Period}\times 24\times 60$.

• Unavailable Minutes: A minute is considered unavailable if all connection attempts to a given TDengine Cloud instance fail continuously during that minute. The sum of all such minutes in the Service Period constitutes the total Unavailable Minutes.

• Monthly Service Fee: The total fee paid by the customer for a single TDengine Cloud instance for that calendar month. If the customer has prepaid for multiple months, the monthly service fee is calculated by dividing the total by the number of months purchased.

2. Service Availability

2.1 Availability Formula

Availability is calculated on a per-instance basis as:

$$\text{Availability (\%)}=((\text{Total Service Minutes}-\text{Unavailable Minutes})÷\text{Total Service Minutes})\times 100\text{\%}$$

2.2 Availability Commitments

• High Availability (Three-Node Cluster): ≥ 99.9%

• Single-Node Instance: ≥ 99.5%

If TDengine Cloud fails to meet these availability targets in a given month, the customer is eligible for service credits as described below.

2.3 Exclusions

Unavailability due to the following reasons is excluded from compensation eligibility:

• Scheduled maintenance (with prior notice)

• Failures outside TDengine’s control, including but not limited to:

  • Internet service provider issues

  • Customer-side application attacks (e.g., DDoS)

  • Misuse of connection methods (e.g., incorrect HA configuration)

  • Security breaches due to poor credential management

  • Customer’s own operational errors

  • Force majeure events (natural disasters, regulations, etc.)

  • Use inconsistent with official TDengine documentation

3. Compensation

3.1 Credit Table

Service Availability	Credit Amount (as % of Monthly Fee)
<99.9% (HA) or <99.5% (Single Node) and ≥98.00%	15%
≥95.00% and <98.00%	30%
<95.00%	100%

• Credits are issued as vouchers for future TDengine Cloud purchases.

• The maximum credit in any month will not exceed the actual amount paid for that month (excluding any discounts or vouchers already applied).

3.2 How to Claim

• Customers must file claims after the 5th business day of the following month.

• Claims must be submitted within two (2) months of the end of the month in which the SLA breach occurred.

• Late submissions will not be accepted.