SERVICE LEVEL AGREEMENT

Last Revised: July 5, 2025

This Service Level Agreement ("SLA") is a supplement to the Terms of Service of BitsFlowCloud.LTD. It defines the uptime commitments and the compensation policy for our services.

1. Compensation Basis: Service Extension

To provide a more straightforward and valuable remedy, BitsFlowCloud.LTD does not issue small percentage credits. Instead, we offer "Double Time Compensation".

All compensation is issued as an extension of your service due date, effectively giving you free service time.

2. Uptime Guarantee & Compensation Policy

BitsFlowCloud.LTD guarantees 99.9% network and power uptime. In the event of unscheduled unavailability, we apply a generous compensation model based on a threshold trigger:

  • Micro-Downtime (< 10 Minutes)

    Cumulative unavailability of less than 10 minutes in a calendar month is considered transient network jitter and does not trigger SLA compensation.

  • The "10-Minute" Generous Trigger

    Once the cumulative unavailability exceeds 10 minutes in a calendar month, it is immediately counted as 1 Full Day of downtime.

    Compensation = 2 Days of Service Extension

    (We apply the standard 2x multiplier to the rounded-up "1 Day" figure).

3. BF-LTSC: Infrastructure Persistence Policy

BF-LTSC guarantees stability against frequent migrations, which is vital for annual subscribers.

Category A: Established Zones

Operational for ≥ 30 days

  • Guarantee: 0 forced migrations in 365 days.
  • Penalty: 110% Cash Refund of remaining value.

Category B: Provisional Zones

Operational for < 30 days

  • Guarantee: 0 forced migrations in 30 days.
  • Penalty: 100% Cash Refund of remaining value.

4. Network Attack Exemption Policy

DDoS / Attack Downtime is NOT Covered.

  • Blackhole Mechanism: In the event of a Denial of Service (DDoS) attack, our system will automatically null-route (blackhole) the target IP to protect the network integrity.
  • No Compensation: Periods of unavailability caused by IP null-routing triggered by incoming attacks are defined as "Network Protection Procedures." They are NOT considered service failures and are EXEMPT from any compensation.

5. General Exclusions

No SLA compensation will be issued for:

  • Scheduled Maintenance: Notified at least 24 hours in advance.
  • Hardware Failure: Downtime due to hardware failure is not covered by the Network SLA (though we guarantee replacement within 24 hours).
  • Force Majeure: Events beyond our control (e.g., fiber cuts, GFW blocking, natural disasters).
  • User Fault: Issues caused by your configuration or AUP violation (e.g., non-payment).

6. Claim Procedure

To receive a Service Extension, you must submit a ticket to the Billing Department within 7 days of the incident. Extensions will be applied manually to your service due date.