服务水平协议

You must agree to all other Nerwo terms and conditions to apply to this Service Level Agreement (hereinafter referred to as the "Agreement"), which serves as An integral part of the Nerwo Terms of Service is introduced into the Terms. Violation of Nerwo The terms of service are also equivalent to a commitment to automatically waive the service level agreement.

Different products and services are subject to different service level agreements, please click the link below to view the service level agreement for the corresponding service. These service level agreements applicable to the different products and services are also incorporated into this agreement as an integral part of this agreement.

Relay Pass Scalable Subscription

Service Fee Credit Limits

Service fee credits can only be used to offset your future payable Nerwo service fee. Credits you receive for Service Fees do not entitle you to any refund or other payment from us. Only if the service fee credit of the corresponding monthly billing cycle is higher than one yuan (￥ 1.00), service fee credits will be issued. Service fee credits are not transferable or applicable to other accounts. Unless otherwise stated in Nerwo's terms and conditions, when The Nerwo service becomes unavailable or unavailable, or we are otherwise unable to provide the Nerwo Relay When serving, the only and exclusive compensation you can and can only enjoy is the service fee credits obtained in accordance with this "Service Level Agreement".

You must agree to all other Nerwo terms and conditions in order to enjoy the service commitments provided in this Service Level Agreement.

Service Fee Credit Application and Payment Procedures

In order to receive service fee credits, you must log in to the Nerwo Admin Portal - Apply by opening a new support request in the Support Center. To claim a Service Fee Credit, a Support Request must be submitted and reach us by the end of the second billing cycle following the incident in question and must meet the following criteria:

1. Support Request title line containing the words "Service Level Agreement Service Fee Credit Request"
2. The specific date and time when each event of unavailability you claim occurred
3. Affected services ID (can be omitted if there is only one active service in the account)
4. Logs of errors you recorded and corroborating your claimed outage (sensitive information should be removed or replaced with asterisks)

If the monthly uptime percentage involved in the request is confirmed by us and the service commitment is not met, we will send you a service fee credit in the next billing cycle in which your request is confirmed. If you fail to submit an application for service fee credits or fail to meet the above requirements, you will be deemed to have automatically waived your rights.

General Exceptions to Service Level Agreements

Our service commitment does not apply to any unavailability, interruption, termination or other problems of Nerwo services caused by the following reasons:

1. Termination as described in Article 3 of the Nerwo Terms of Service
2. Factors beyond our reasonable control, including any force majeure event or Internet access problems other than the Nerwo network access point (such as failure of your home network) or related problems
3. your use of the device and any third party hardware and software (other than those under our direct control)
4. Individual faults or failures that are not unavailable in the availability zone
5. Nerwo maintenance according to terms of service statement
6. Violation of Nerwo terms and conditions
7. Used non-Nerwo recommended settings and operations
8. for Nerwo Access to a product/service or account is terminated by us
9. Failure to pay for services and selected value-added services on time

When the factors affecting availability are different from the factors we calculate the monthly positive percentage, we have the right to consider and judge the issuance of service fee credits at our own discretion.

Relay Pass Service - Service Level Agreement

General

This "Relay Service - Service Level Agreement" (hereinafter referred to as "Service Level Agreement") belongs to Nerwo Gloabl Service The usage policy of Nerwo Inc., subject to all terms and conditions between Nerwo Inc. and you, applies to the use of Nerwo Relay Accounts for the Service. Unless otherwise stated in this SLA, this SLA is subject to the Co-binding of terms and conditions. and as defined in this Service Level Agreement shall be governed by those set forth in Nerwo's Master Terms and Conditions. we reserve the basis of The rights set forth in the Nerwo Terms and Conditions to make amendments to this Service Level Agreement.

scope of application

Products or services applicable to this Service Level Agreement include:
Relay Pass Scalable Subscription (and all related subscriptions)

Pledge

We will use commercially reasonable efforts to ensure that during any monthly billing cycle, Nerwo Relay The monthly uptime ratio of the service is not less than 90% (hereinafter referred to as the "Service Commitment"). If Nerwo Relay If the service does not meet the performance pledge, you will be eligible for Nerwo service fee credits. Only use Nerwo.com provided Nerwo Relay We will provide you with service commitments and service fee credits in accordance with this Service Level Agreement. This Service Level Agreement does not authorize you to obtain Nerwo Service fee credits for other service sites.

definition

1. "Monthly Uptime Ratio" is 100% minus the current month Nerwo Relay The remaining percentage after the service is in the state of "Regional Availability Zone Unavailable" or "Functional Availability Zone Unavailable". The calculation of the percentage in the Monthly Uptime Ratio does not include any period of service unavailability directly or indirectly caused by the exceptions mentioned in this SLA.
2. An availability zone refers to service points that are located in the same country or region, or that perform similar functions. The number of service points in an availability zone must be greater than 1. The number of service points is less than or equal to 1 , is not considered an Availability Zone.
3. The unavailability of a regional availability zone means that all service points in the same country or region are unable to provide services normally.
4. The unavailable functional availability zone refers to the implementation of similar functions (such as the Hong Kong region Netflix Access) service points are in a state of being unable to provide services normally.
5. Service Fee Credits means the equivalent fiat currency points calculated according to the method described below, and we may recharge Service Fee Credits to your Nerwo balance account.

Service commitment and service fee credits

Service fee credits are based on the Nerwo Relay affected by you during the monthly billing cycle in which the availability zone is unavailable The total monthly fee paid for the service (excluding the fee for additional value-added items) is calculated, and the specific ratio is expressed as follows:

Exceptions

When the service is unavailable, interrupted, terminated or other problems due to the reasons described below, our service commitment does not apply:

1. Use the access point whose billing rate is less than 100%
2. Bypass the Nerwo relay network and use the edge access point directly
3. Use Nerwo Clients that do not provide mainstream support or extended support
4. For rule-based clients, any third-party rules used or modified Rules provided by Nerwo
5. Exceeds the scope or number of users allowed by the subscription
6. Violation of Nerwo terms and conditions