Service Level Agreement (SLA)
Last Updated: July 15, 2024
This Service Level Agreement (SLA) defines the service availability, performance standards, and related compensation policies that UENX provides to customers.
By using our services, you agree to all terms of this SLA. This SLA supplements the Terms of Service and together constitutes the complete agreement between you and UENX.
1. Uptime Guarantee
UENX commits to the following uptime guarantees for different subscription plans:
| Plan Tier | Uptime | Allowed Downtime (Monthly) |
|---|---|---|
| Premium Plan | ≥ 99.5% | ≤ 3.6 hours/month |
| Standard Plan | ≥ 99.0% | ≤ 7.2 hours/month |
| Basic Plan | ≥ 98.5% | ≤ 10.8 hours/month |
Uptime percentage is calculated monthly and applies to the average availability of all active nodes.
2. Performance Metrics
- Network Latency: Average latency for intra-region nodes < 50ms, cross-region nodes < 200ms
- Bandwidth Speed: Guaranteed minimum bandwidth speed as promised in the subscription plan
- Connection Stability: Single connection session stability not less than 95%
- Concurrent Connections: Supports the number of concurrent connections specified in the subscription plan
3. Service Interruption Definition
The following situations are considered service interruptions and are included in SLA calculations:
- All nodes are completely inaccessible for 5 consecutive minutes or longer
- A specific node cannot be connected for 15 consecutive minutes or longer
- Service performance degrades to less than 50% of normal levels and persists for more than 30 minutes
4. Service Credit Compensation
If we fail to meet the promised uptime guarantee, you are entitled to service credits as compensation:
| Actual Uptime | Service Credit |
|---|---|
| ≥ 99.5% | No Credit |
| 99.0% - 99.5% | 10% Monthly Fee |
| 98.5% - 99.0% | 25% Monthly Fee |
| < 98.5% | 50% Monthly Fee |
Service credits will be automatically added to your account balance and can be used to purchase or renew any service plan. Service credits are not redeemable for cash.
5. Compensation Request Process
To request SLA compensation, please follow these steps:
- Submit an SLA compensation request through a support ticket within 7 days of the service interruption
- Provide detailed interruption times, affected nodes, and relevant evidence (such as screenshots, connection logs) in your request
- Our technical team will review and verify your request within 5 business days of receipt
- Upon verification, service credits will be added to your account within 10 business days
6. SLA Exclusions
Service interruptions or performance degradation caused by the following circumstances are not included in SLA calculations and no compensation will be provided:
- Scheduled maintenance (notified at least 24 hours in advance)
- Force majeure events (natural disasters, war, terrorist attacks, government actions, etc.)
- Failures of third-party network or infrastructure providers (such as ISPs, data centers, cloud service providers)
- Service unavailability due to client device, network, or configuration issues
- DDoS attacks or other malicious attacks against the UENX network
- Service suspension or termination due to customer violation of Terms of Service
- Other circumstances beyond UENX's reasonable control
7. Scheduled Maintenance
We conduct regular scheduled maintenance to ensure service quality and security. Scheduled maintenance will be notified at least 24 hours in advance via email and website announcements.
Scheduled maintenance is typically arranged during low-traffic periods (UTC 2:00 AM - 6:00 AM) and we strive to minimize impact. Downtime during scheduled maintenance is not included in SLA calculations.
8. Monitoring and Transparency
UENX uses advanced monitoring systems to monitor the availability and performance of all nodes 24/7. Our technical team responds promptly to any anomalies.
You can view the real-time status and performance metrics of each node through the control center. We also provide a service status page on our website to report any major incidents or maintenance plans.
9. Technical Support Response Time
In addition to service availability, we also commit to the following technical support response times:
| Priority | Description | Response Time |
|---|---|---|
| Critical | Complete service outage affecting all users | ≤ 1 hour |
| High | Severe service degradation affecting most users | ≤ 4 hours |
| Normal | General issues affecting few users | ≤ 24 hours |
| Low | Consultation or suggestions not affecting service use | ≤ 48 hours |
10. SLA Review and Revisions
We regularly review and may update this SLA to reflect service improvements or industry best practices. Any significant revisions will be notified to you at least 30 days in advance and published on the website. Continued use of the service constitutes acceptance of the updated SLA.
11. Contact Us
If you have any questions about this SLA, need to request compensation, or report service issues, please contact us: