Service Level Agreement for OceanBase Cloud Migration Service

This Service Level Agreement for OceanBase Cloud Migration Service (“SLA”) forms an integral part of the OceanBase Cloud Services Agreement (“CSA”) and applies only to the OceanBase Cloud Migration Service instances, excluding public beta, invitation beta, or free features and versions of OceanBase Cloud Migrations.

This SLA sets out the expected Service Guarantee that we must meet and the Service Credits that shall become due to you in the event of any failure to meet our Service Guarantee. All capitalised terms not defined in this SLA shall have the respective meanings set forth in the CSA. For the customers of the OceanBase Cloud Migration Service registered prior to the last updated date, this SLA will be effective on March 20, 2026.

1. Scope and Definitions

1.1 “Monthly Service Fee” means the total Charges paid by you under the relevant Order Form for the OceanBase Cloud Migration Service in one billing month. If you pay for the OceanBase Cloud Migration Service by upfront lump sum payment, Monthly Service Fee equals to the lump sum payment divided by the number of months of the OceanBase Cloud Migration Service covered by such payment.

1.2 “Monthly Uptime Percentage” means a percentage of Service availability calculated by reference to the following formula:

1.3 “Downtime” means the accumulated number of minutes during which the service remains unavailable in a billing month. An OceanBase Cloud Migration Service is unavailable when data written by the OceanBase Cloud Migration instance cannot be synchronized to the destination database and such status has lasted for more than five minutes.

1.4 “Exclusions” means any unavailability, suspension, or termination of the OceanBase Cloud Migration Service that is due to any of the following:

(a) suspension or termination described in Sections 6 and 7 of the CSA, respectively;

(b) any problem, event or delay that is outside our reasonable control (including, without limitation, a Force Majeure Event);

(c) events that result from any actions or inactions on your part in connection with your use of the OceanBase Cloud Migration Service, including, without limitation:

(i)   loss or leakage of data or passwords caused by you;

(ii)  you having not followed the applicable Documentation, the CSA, our instructions or appropriate safety practices; and

(iii) any such event caused by your operation(s) or any operation(s) authorised by you;

(d) events that arise out of Third-party Products and Services, Customer Data, or any modification of the OceanBase Cloud Migration Service by you or a third party without our written consent;

(e) events that result from your failure to adhere to any required configurations for the use of the OceanBase Cloud Migration Service;

(f) events that result from your illegal or unlawful use of the OceanBase Cloud Migration Service, or your breach of any of the terms and conditions of the CSA, DPA, and Acceptable Use Policy;

(g) events that result from your non-payment of any Charges and fees payable to us;

(h) events that result from any defect, error, malfunction or failure of relevant telecommunications carrier service, Internet service provider(s), third party’s network that is not under our control, or the third party’s data centre that is not hosted by us;

(i) Scheduled Downtime;

(j) events that arise out of the source or destination database;

(k) events that result from your incompliance with the SDK use instructions of the data subscription function;

(l) events that result from your failure to update on the OceanBase Cloud Migration Service console after the user name and password of the source or destination database are changed;

(m) events that arise out of the use of a single-availability-zone region where an availability-zone-level failure occurred; and

(n) any cyber-attack on your application or the data thereof.

1.5 “Scheduled Downtime” means the periods of Downtime relating to network, hardware, or service maintenance or upgrades. We will use reasonable commercial endeavors to provide written notice to you prior to the commencement of Scheduled Downtime. 

1.6 “Service Guarantee” shall have the meaning set forth in Section 2 of this SLA.

1.7 “Service Credit” means the percentage of the Monthly Service Fee for the affected OceanBase Cloud Migration Service that is credited to you for a claim following our service credit claim process under Section 3.

2. Service Commitment

We shall use commercially reasonable endeavors to provide a Monthly Uptime Percentage of 99.90% of the OceanBase Cloud Migration Service. If we fail to meet the Service Guarantee, subject to the terms and conditions of this SLA, you shall be entitled to claim a Service Credit in accordance with Section 3 herein. The Service Guarantee does not apply to the Exclusions.

3. Service Level Claims; Service Credit

3.1 If you believe that the Service Guarantee in connection with your use of the OceanBase Cloud Migration Service is not met in any billing month, then you may file a claim for Service Credit in accordance with Clause 3.2. Your claim must include at least the following information: 

(a) A detailed description of the incident;

(b) The date, time and duration of the Downtime and other relevant details relating to any claimed failure of operations of the OceanBase Cloud Migration Service; and

(c) Any other information that we reasonably ask you to provide to support your claim.

3.2 Your claim for a Service Credit must be received by us within thirty (30) days after the last day of the billing month of occurrence of the event giving rise to the claim. Your failure to submit the claim within this time will be deemed to be an irrevocable waiver of your right to claim and receive such Service Credit. Once we receive your claim, we will review and evaluate your claim and may require your co-operation in conducting a joint investigation to ascertain whether the Service Guarantee has been breached and if so, the cause of the failure. We will make a good faith determination if a Service Credit is to be provided to you in our sole discretion and will inform you the result as soon as reasonably practicable. We will use commercially reasonable effort to process your claim and provide the Service Credit to you as early as possible.

3.3 If we, after our good faith review of your claim, determine that a Service Credit must be provided to you, the Service Credit to be provided will be the following:

3.4 Subject to Clauses 3.1, 3.2 and 3.3 above, the Service Credit shall only apply to set-off the fees payable by you for the OceanBase Cloud Migration Service. The Service Credit shall not be used or applied to set-off the fees for the other OceanBase Cloud services, unless otherwise stated to you in writing by us from time to time. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the unavailability occurred. Service Credits will not entitle you to any refund or other payment from us. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account.

3.5 The Service Credits provided in any billing month (i) for a particular instance of use of the OceanBase Cloud Migration Service shall not, under any circumstance, exceed the total fee paid for that instance of use of the OceanBase Cloud Migration Service in such month; and, (ii) for any given month, shall not exceed your Monthly Service Fee in such month.

3.6 The Service Credit provided to you must be used within one (1) month from the date the Service Credit is made available for you to use.

3.7 You agree that any decision or determination made by us relating to your claim for any Service Credit shall be final and binding on you.

4. ADDITIONAL TERMS

4.1 In the event of any inconsistency between your records and our system records relating to your claim, unless the discrepancy is caused by any material error or malfunction of our system, our system record shall at all times prevail and be the final and conclusive reference for calculating the Service Credits to be provided to you.

4.2 We may modify this SLA at any time by posting a revised version on the Site or by otherwise notifying you in accordance with Section 14.9 of the CSA. If you disagree with our changes to the SLA, you have the right to stop using the OceanBase Cloud Migration Service, and if you continue to use the OceanBase Cloud Migration Service, you are deemed to have accepted the modified SLA.

4.3  The Service Credits provided in this SLA are your sole and exclusive remedy and our sole and exclusive obligations, for any unavailability, non-performance, or other failure by us to provide the OceanBase Cloud Migration Service, and we shall not be liable to you or any Person claiming through you for any direct, indirect, consequential or incidental damages or losses or expenses whatsoever, including without limitation, loss of profits or business and irrespective of whether the claim arises in contract, tort (including negligence), or otherwise.

4.4 This SLA shall constitute part of the CSA for your purchase and use of the OceanBase Cloud Migration Service.