Bugly SLA
Bugly Service Level Agreement (International Version)
Last updated: 28 October, 2024
1. INTRODUCTION
In order to use Bugly, a quality monitoring service application which includes the web platform, the SDK and other services (collectively, the “Service”), you shall read and comply with this Bugly Service Level Agreement (“SLA”).
1.1 PLEASE READ THESE TERMS CAREFULLY
This SLA contains the terms and definitions of the Service, the availability of the Service and the compensation plan, and forms an integral part of the [Bugly Terms of Service (International Version)](/docs/other/Bugly_Terms_Of_Service) (hereinafter referred to as the “Terms**”). Please be sure to carefully read and fully understand the content of each clause, and the restrictions. Exemptions or other clauses involving your material rights and interests may be bolded or underlined to remind you to pay attention to them.
Unless you have fully read, understood and accepted all the terms of this SLA, please do not purchase or use the Service. If you click "Agree", "Next", or your purchase, use, or any other express or implied acceptance of this SLA, you shall be deemed to have read and agreed to be bound by this SLA. This SLA shall have legal effect between you and Tencent and shall become a binding legal document between the parties.
1.2 Conflicts.
To the extent there is any conflict or inconsistency between this SLA and the Terms, this SLA shall prevail but only to the extent of such conflict or inconsistency.
1.3 Changes to this SLA.
Tencent reserves the right to modify the terms of this SLA from time to time to reflect changes in law or best practice or to deal with operational changes or additional features which we introduce. We will notify you in advance when material changes to this SLA occur and will update the last updated date at the top of this SLA. If you do not agree with the modification of this SLA made by Tencent, you have the right to stop using the Service, and if you continue to use the Service, you will be deemed to have accepted the modified SLA.
2. DEFINITIONS AND CALCULATION
2.1 The following terms have the following meanings in these Terms:
“Bugly” or “Tencent Bugly application quality monitoring service” refers to the monitoring, positioning, analysis, measurement and other related services provided by Tencent to you and your Applications. The specific service content is subject to the Service you purchase, the Terms and other rules published by Tencent from time to time for the relevant services.
“Monthly unavailable minutes” of the Service = minutes of unavailability of the monitoring data reporting interface + minutes of unavailability of the service console.
a) The number of minutes that the Service console is unavailable refers to the number of minutes during which you cannot enter the Service console for normal application creation, configuration editing, and data viewing. If the fault recovery time is less than 5 minutes, the unavailable minutes are not counted.
b) The number of minutes that the monitoring data reporting interface is unavailable refers to the number of minutes that the monitoring data in the live environment cannot be reported to the backend. If the fault recovery time is less than 5 minutes, the unavailable minutes are not counted.
“Service Month” refers to each calendar month included in the service term for which you purchase the Service. If you purchase the Service for three months and the service activation date is March 17, it includes four service months, of which the first service month refers to March 1 to March 31, the second service month refers to April 1 to April 30, the third service month refers to May 1 to May 31, and the fourth service month refers to June 1 to June 30. Service availability is calculated separately on a monthly basis.
“Total number of minutes per month” of the Service is calculated based on the number of calendar days in the month of service × 24 (hours) × 60 (minutes).
2.2 Except to the extent defined above, capitalized terms shall have the meaning given to them in the Terms.
3. SERVICE AVAILABILITY
3.1 Service availability calculation.
Service availability = (1 - Minutes unavailable in the service month / Total service minutes in the service month) × 100%
3.2 Service availability standards.
Tencent guarantees that the availability of the Service shall not be less than 99.9%, and if the above availability standards are not met (except for the exemption clause), you may be compensated in accordance with Section 4 of this SLA.
4. COMPENSATION PLAN
If the service availability is less than 99.9%, Tencent shall compensate you in accordance with the following terms:
4.1 Compensation standards
a) The compensation shall be in the form of vouchers issued by Tencent, and you shall comply with the terms and conditions for the use of vouchers (including the period of use, etc., which shall be subject to the relevant rules of vouchers published on [the official website of Tencent Bugly](http://bugly.tds.qq.com/)).
b) The vouchers issued cannot be discounted for cash or invoiced, and you can only purchase the Service through your Account, and cannot purchase other Tencent Bugly services, nor can you transfer or give away the vouchers.
c) If a Service does not meet the service availability standards stipulated in this SLA, the compensation amount shall be calculated separately according to the corresponding non-standard service month, and the total amount of compensation shall not exceed the corresponding monthly Fees paid by you for the Service in the corresponding non-standard service month (the monthly Fees here refers to the actual cash amount paid by you, excluding the fees deducted by vouchers, coupons, service fee reductions, etc.).
| Service availability for the service month | Reimbursement voucher amount |
|---|---|
| Less than 99.9% but equal to or higher than 98% | 10% of monthly service fee |
| Less than 98.0% but equal to or higher than 95.0% | 20% of monthly service fee |
| Less than 95.0% | 30% of monthly service fee |
4.2 Time limit for compensation application
a) If a service month does not meet the service availability standard, you may submit a claim for compensation only through the ticket system of your corresponding account after the fifth (5th) business day of the month following the end of the corresponding service month that does not meet the standard. After you submit an application for compensation, Tencent will verify the application accordingly, and if there is a dispute between you and Tencent regarding the calculation of the monthly service availability, both parties agree that the final background records of Tencent shall prevail.
b) The latest time for you to submit an application for compensation shall not exceed sixty (60) calendar days after the end of the corresponding service month in which you do not meet the standard. If you do not submit an application for compensation within sixty (60) days after the end of the corresponding service month that fails to meet the standard, or you do not submit an application for compensation until sixty (60) days after the end of the corresponding service month that fails to meet the standard, or you submit an application in a manner other than that agreed in this SLA, it will be deemed that you automatically waive your right to claim compensation and the right to claim other rights against Tencent, and Tencent has the right not to accept your compensation application and not to make any compensation or compensation to you.
5. DISCLAIMER ON SERVICE AVAILABILITY
If the Service is unavailable due to the following reasons, the corresponding service unavailability time shall not be within the scope of calculation of service availability and the scope of compensation from Tencent as described above, and Tencent shall not be liable to you.
5.1 The Service is unavailable, or the Service is not up to standard due to the security threat caused by you or your End Users to the Service or fraud or illegal acts.
5.2 The Service is unavailable due to you or any third party (for example, the interface is wrong or changed but Tencent is not notified in time), or the Service is not up to standard.
5.3 The Service is unavailable, or the Service is not up to standard due to your failure to configure the operation in accordance with the instructions in the Service product document.
5.4 Service request failure, service suspension or termination, service unavailability or service substandard caused by your violation of any agreement and rules related to the Service (including but not limited to the Terms and this SLA).
5.5 The Service is unavailable, or the Service is not up to standard due to your non-payment or arrears.
5.6 The Service is unavailable, or the Service is not up to standard due to serious failure of the network operator.
5.7 The Service is unavailable, or the Service is not up to standard due to your failure to comply with relevant national laws and regulations or illegal use of this Service.
5.8 System maintenance or unavailability warning after the Service has been notified to the User at least seven (7) days in advance.
5.9 The Service is unavailable, or the Service is not up to standard due to Force Majeure.
5.10 Other situations where the Service is unavailable, or the Service is not up to standard due to reasons not attributable to Tencent.
5.11 The Service may be exempted from liability or liability for compensation as described in relevant laws and regulations, relevant agreements, relevant rules, or relevant rules and explanations separately issued by Tencent.