KiwiCDN Service Level Agreement (SLA)

This Service Level Agreement (the "SLA") sets out the service availability metrics and compensation scheme for the content delivery network services that KiwiCDN (the "Service" or "we") provides to customers. This SLA forms an integral part of the KiwiCDN Terms of Service.

1. Definitions

1.1 Service Cycle

One calendar month constitutes one service cycle. Any period shorter than one month is counted as a full month.

1.2 Total Minutes

Calculated on the basis of seven (7) days per week and twenty-four (24) hours per day (i.e. number of days in the service cycle × 24 hours × 60 minutes).

1.3 Failed Requests

Requests that return a 5XX error for a domain due to an internal failure of the KiwiCDN system. Their number and proportion are determined and calculated solely on the basis of the server logs actually recorded at KiwiCDN edge nodes. Requests that fail to reach the KiwiCDN server side due to internet backbone congestion, external routing problems, or other causes attributable to equipment not belonging to KiwiCDN shall not be counted as Failed Requests.

1.4 Total Valid Requests

All requests received by all CDN server ends under a given customer's KiwiCDN account are deemed Total Valid Requests.

1.5 Unavailable Time

A period during which the service is completely interrupted due to a KiwiCDN system failure and lasts continuously for 5 minutes or more (non-continuous interruptions are not accumulated), provided that the number of valid client requests during each minute of that period reaches at least 60.

1.6 Unavailability Minutes

The sum of all Unavailable Time, in minutes, accumulated within a service cycle.

1.7 Monthly Service Fee

The total actual amount of CDN service consumption incurred under a given customer's KiwiCDN account within one calendar month.

2. Service Availability

2.1 Availability Calculation Formula

KiwiCDN service availability is measured per service cycle. The scope of measurement covers all domains with CDN service enabled under a given customer's KiwiCDN account (excluding domains with fewer than 1 million total monthly requests), and is calculated as follows:

2.2 Availability Commitment

KiwiCDN commits that its CDN service availability will be no lower than 99.90%. If KiwiCDN fails to meet the above availability commitment, the customer may apply for the corresponding compensation in accordance with Section 3 of this SLA.

2.3 Exclusions (circumstances not counted as Unavailable Time)

Service unavailability caused by any of the following shall not be counted as Unavailable Time, and KiwiCDN shall bear no compensation liability whatsoever:

1. Service interruptions caused by system maintenance performed after prior notice to the customer, including system cutover, routine maintenance, upgrades, and failure drills;
2. Anything caused by networks, equipment failures, or configuration changes outside of KiwiCDN's own equipment;
3. Service degradation or interruption caused by external malicious network attacks (such as DDoS, CC attacks, hackers, malicious crawlers, etc.) against the customer's domain, origin server, or KiwiCDN nodes (except where the customer has separately purchased and enabled KiwiCDN security protection services and the attack does not exceed the protection limit);
4. Loss or leakage of data, accounts, credentials, passwords, etc. caused by the customer's improper maintenance or improper confidentiality practices;
5. Anything caused by the customer's own upgrade or change to their network architecture;
6. Anything caused by improper origin-server configuration or installation activities by the customer;
7. Anything caused by the customer's negligence or by operations of a third party authorized by the customer;
8. Anything caused by the customer's failure to follow KiwiCDN product documentation, guides, or official usage recommendations;
9. Force majeure events (such as natural disasters, war, national policy changes, large-scale backbone network outages, etc.);
10. Other unavailability not attributable to KiwiCDN, including but not limited to unavailability caused by customer origin-server failures or external DNS resolution problems;
11. The occurrence of "burst bandwidth" (traffic spikes) where the customer did not apply to KiwiCDN in advance or the application was not approved (the definition of burst bandwidth and the application rules are set out in the relevant service agreement).

3. Compensation Scheme

3.1 Compensation Standard

Compensation is calculated against the table below based on the actual availability of the CDN service under a given customer's KiwiCDN account. Compensation is limited to vouchers usable to offset the customer's subsequent KiwiCDN service fees, and the total compensation shall not exceed 25% of the monthly service fee actually paid by the customer for the month in which the commitment was not met (excluding amounts offset by vouchers, discounts, etc.).

3.2 Compensation Application Period

The customer may, after the 5th business day of each month, submit a compensation application for service in the previous calendar month that did not meet the availability commitment. Compensation applications must be submitted within two (2) months after the end of the month of unavailability; applications submitted after this period will not be accepted.

4. Miscellaneous

KiwiCDN reserves the right to modify and adjust the terms of this SLA. If this SLA is amended in any way, KiwiCDN will notify customers at least 30 days in advance by means such as a notice on the website, an announcement in the console, or email. If a customer does not agree to the modifications made by KiwiCDN to the SLA, the customer has the right to stop using the Service before the modifications take effect; if the customer continues to use KiwiCDN services after the modifications take effect, the customer is deemed to have accepted the modified SLA terms.