Live Service Level Agreement
To use the Tencent Cloud Real-Time Communication Live (“TRTC Live”) Service (the “Service(s)”), you shall read and observe this Tencent Cloud Real-Time Communication Live Service Level Agreement (the “Agreement” or the “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains the terms and definitions of the Services, Service Availability/service success rate level indicator, compensation plan, disclaimer, and other relevant contents. Please be sure to read and fully understand the terms and conditions of this Agreement. Limitations, disclaimers, and other terms involving your material rights and interests may prompt your attention in bold, underlined, etc.
Please do not purchase or use the Services unless you have thoroughly read, fully understood, and accepted all the terms of this Agreement. By clicking “Agree” or “Next”, or purchasing or using the Services, or accepting this Agreement in any other explicit or implicit manner, you are deemed to have read and agreed to be bound by this Agreement. This Agreement shall have legal effect between you and Tencent Cloud and shall become a legally binding document for both parties.
1.Terms and Definitions
1.1 TRTC Live Service refers to a one-stop audio and video live broadcast solution provided by Tencent Cloud. It supports functions including but not limited to host broadcasting, audience viewing, gift sending, chatting, and microphone connection, and has SDK integration and backend management interface capabilities. For details, please refer to the Services you purchase and the service content provided by Tencent Cloud.
1.2 “Service Month” refers to the validity period within the service term you purchased. For example, if you purchase a three-month Service starting on March 17, there will be three (3) Service Months (the first Service Month is from March 17 to April 16, the second Service Month is from April 17 to May 16, and the third Service Month is from May 17 to June 16). Service Availability is calculated separately by each Service Month.
1.3 “Monthly Service Fee” refers to the total amount of service fees actually used by you in a Service Month. If you purchase multiple prepaid service packages at one time, the Monthly Service Fee will be based on the actual usage of the month, and the unused portion will not be calculated.
1.4 Success Rate of Entering the Live Broadcast Room: Your request to enter the live broadcast room is regarded as one request, and entering the live broadcast room is regarded as successful.
“Success Rate of Entering the Live Broadcast Room” = (number of successful entries to the live broadcast room / total number of requests to enter the live broadcast room) × 100%
1.5 Service Downtime (calculated in minutes): If the Success Rate of Entering the Live Broadcast Room within a Unit Time (each 5 minutes is a “Unit Time”) is lower than 99% due to reasons of Tencent Cloud, the Services will be deemed “Service Unavailability” within that Unit Time. If the situation lasts for five minutes or more, it will be counted as “Service Downtime”; if it lasts for less than five minutes, it will not be counted as Service Downtime.
Note：
5 minutes will be deemed as one measurement unit, resulting in 288 measurement points each day. The measurement point of 00:00:00 represents the time slot from 00:00:00 to 00:04:59, and the rest can be deduced by analogy.
1.6 Large-scale Business Surge: When you have a large-scale business surge, please inform Tencent Cloud in writing at least 5 working days in advance (you can inform the relevant business personnel of Tencent Cloud by email), otherwise it may affect availability. For large-scale business surges that you fail to notify in writing in advance as agreed, Tencent Cloud does not provide business availability commitments, and Tencent Cloud is not responsible for the impact on Service Availability caused by this.
1.7 “Total time within a Service Month” (calculated in minute) is calculated as number of days within the Service Month × 24 (hours) × 60 (minutes).
2. Service Availability
2.1 Calculation of Service Availability
“Service Availability” = (1-Service Downtime within the service term (in minutes)/ Total time within the service term (in minutes)) × 100%
2.2 Service Standard Indicator
The Service Availability of the Services provided by Tencent Cloud shall not be less than 99% (the “Service Availability Standard”). If the Service Availability Standard is not met, you shall be entitled to compensation in accordance with Article 3 of this Agreement, except for the circumstances specified in Disclaimer below.
3. Service Compensation
For the Services, if the Service Availability is lower than the Service Availability Standard, you shall be entitled to compensation as per the following terms:
3.1 Compensation Standard
(1) Compensation will be provided in the form of vouchers issued by Tencent Cloud, and you must comply with vouchers usage rules (including usage period, etc., subject to the voucher-related rules published on the website of Tencent Cloud). The vouchers issued cannot be exchanged for cash, or be accompanied by invoices. Such vouchers can only be used to purchase the Services through your corresponding Tencent Cloud account, and cannot be used to purchase other services provided by Tencent Cloud. The vouchers cannot be transferred or gifted, etc.
(2) If the Service Availability Standard of the Services in this Agreement is not met in a Service Month, the compensation will be calculated separately according to the corresponding Service Month, and the total amount of compensation shall not exceed the corresponding Monthly Service Fee paid by you for the Services for the respective Service Month. (excluding the fees deducted by vouchers, coupons, service fee reductions, etc.).
Service Availability (Av) for the Service Month | Compensation Voucher Value |
99% > AV ≥ 95% | 10% of Monthly Service Fee |
95% > AV ≥ 90% | 20% of Monthly Service Fee |
90% > AV | 30% of Monthly Service Fee |
3.2 Time Limit for Claims
(1) If the Service Availability Standard is not met in a Service Month, you may claim for compensation through (and only through) the work order system of your corresponding account after the fifth (5th) business day of the month following the end of the corresponding Service Month in which the Service Availability Standard is not met. Tencent Cloud will conduct verification after you have filed the claim for compensation. In case of a dispute between the parties regarding the calculation of the Service Availability in the Service Month, both parties agree that Tencent Cloud’s backend records shall ultimately prevail.
(2) The latest deadline for you to file a claim for compensation shall not exceed sixty (60) calendar days after the end of the corresponding Service Month that the Service Availability Standard is not met. If you fail to file a claim for compensation within the aforesaid period, or file a claim after the aforesaid period, or file a claim in a manner other than that agreed in this Agreement, it shall be deemed that you have automatically waived your right to demand compensation and any other claims against Tencent Cloud, and Tencent Cloud reserves the right to decline your claim for compensation and shall not be liable for any compensation or indemnification to you.
4. Disclaimer
For Service Unavailability caused by the following reasons, the corresponding Service Unavailability time does not fall within the scope of the calculation of Service Unavailability and Tencent Cloud’s compensation, and Tencent Cloud shall not be responsible for you:
4.1 Any failure caused by the user.
4.2 Any user’s negligence or unauthorized operation.
4.3 Any loss or disclosure of data, PIN or password due to improper maintenance or confidentiality measures by the User.
4.4 Any hacker attack on user’s website, application or data.
4.5 Any situation where the Services are misused due to inadequate content protection.
4.6 User fails to comply with Live usage documentation or guidelines.
4.7 Large-scale Business Surge occurs and the user fails to submit a work order or contact the business manager to notify Tencent Cloud 5 working days in advance. The function types and Large-scale Business Surge involved are as follows:
Function Type | Large-scale Business Surge |
Basic live streaming function | In a single application, when the number of concurrent users of daily live broadcasts is less than 10,000, the maximum number of concurrent users on the day suddenly exceeds 10,000. In a single application, when the number of concurrent users of daily live broadcasts exceeds 10,000, the number of concurrent users suddenly exceeds 30%. |
Cloud Recording | In a single application, concurrent cloud recording tasks (including single-stream/mixed-stream recording initiated manually through the API and globally automatically) exceed 500. |
Cloud Mixing | In a single application, the number of concurrent cloud-based mixed -stream tasks exceed 500. (The live broadcast room of the video live broadcast component will initiate 1 cloud-based mixed-stream task by default, which is included in this number) |
4.8 Any use of products, functions, trial permissions, etc. that are not disclosed on the Tencent Cloud official website.
4.9 Users use any illegal information involving pornography, gambling, drugs, political parties, politics, military affairs, fraud, etc.
4.10 Any errors caused by the domain name being blocked due to illegal or prohibited client content or other reasons.
4.11 The anti-hotlink protection function used by the client with anti-hotlink authentication enabled expired, resulting in video playback failure.
4.12 Any use of products, functions, trial permissions, etc. that are not disclosed on the Tencent Cloud official website.
4.13 Any major events or promotions announced in advance by Tencent.
4.14 System maintenance after Tencent Cloud notifies you in advance, including cutover, repair, upgrade and simulated failure drills.
4.15 Equipment failure or configuration adjustment of any network or non-Tencent Cloud facilities.
4.16 Any force majeure event or accident.
4.17 Other reasons not attributable to Tencent Cloud.
4.18 Service unavailability or failure to meet the service standard due to any reasons not attributable to Tencent Cloud.
4.19 Other circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud that Tencent Cloud can exempt from any liability or release of liability (whether compensation or otherwise).
5. Miscellaneous
5.1 The parties acknowledge and hereby agree that under no circumstances shall Tencent Cloud’s compensation liability for breach of contract in aggregate exceed the corresponding service fees you have paid for the defaulted Services if you suffer damages due to Tencent Cloud’s breach of contract during your use of the Services.
5.2 Tencent Cloud reserves the right to modify this Agreement when appropriate or necessary according to any changes. You can refer to the relevant contents in the latest version on the website of Tencent Cloud. If you do not agree with Tencent Cloud’s modification to this Agreement, you have the right to stop using the Services. If you continue to use the Services, you shall be deemed to have accepted the modified Agreement.
5.3 This Agreement, as an ancillary agreement of Tencent Cloud Service Agreement, shall have the same legal effect as Tencent Cloud Service Agreement. You shall comply with the provisions in Tencent Cloud Service Agreement for matters not specified in this Agreement. In the event of a conflict or inconsistency between the terms of this Agreement and Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency. (End)