To use the ClawPro service (the "Services"), you shall read and comply with this ClawPro Service Level Agreement (the "Agreement" or the "SLA") and the Tencent Cloud Terms of Service. This Agreement contains, among others, the terms and definitions of the Services, Service Availability, compensation plan, release of liabilities, and other relevant contents.
Please do not purchase or use the Services unless you have thoroughly read, fully understood, and accepted all the terms of this Agreement. By clicking "Agree" or "Next", or purchasing or using the Services, or accepting this Agreement in any other explicit or implicit manner, you are deemed to have read and agreed to be bound by this Agreement.
1. Terms and Definitions
1.1 ClawPro Service
The ClawPro Service refers to the software-as-a-service platform provided by Tencent Cloud that enables customers to create, configure, access, and manage their ClawPro environment through the Tencent Cloud Console and/or the ClawPro Console.
ClawPro provides agent management and governance capabilities, including but not limited to agent configuration, model connection and management, skills/tools/MCP management, user and permission management, policy configuration, audit logs, monitoring, memory management, cost visibility, and other related agent operation and management capabilities.
Unless otherwise expressly stated, this SLA applies only to the availability of the ClawPro platform and its service-side management capabilities provided by Tencent Cloud. It does not apply to failures or unavailability caused by customer configurations, customer-managed domains or DNS, customer-created agents, third-party AI models, third-party tools, MCP servers, external SaaS systems, network conditions, or other Tencent Cloud products that are subject to separate service level agreements.
1.2 Service Month
"Service Month" refers to each calendar month included in the service term of the ClawPro Service purchased by you.
For example, if you purchase the ClawPro Service for three months and the service is activated on March 17, then four Service Months are included:
(1) the first Service Month is from March 17 to March 31;
(2) the second Service Month is from April 1 to April 30;
(3) the third Service Month is from May 1 to May 31;
(4) the fourth Service Month is from June 1 to June 16.
Service Availability will be calculated separately for each Service Month.
1.3 Service Unavailable Minutes within a Service Month
"Service Unavailable Minutes" refers to the number of minutes in a Service Month during which, due to reasons attributable to Tencent Cloud, you are continuously unable to access or use the core ClawPro platform capabilities through the ClawPro Console and/or ClawPro service APIs.
Core ClawPro platform capabilities may include access to the ClawPro Console, agent management, user and permission management, policy management, skills/tools management, monitoring, and audit log access, subject to the actual service capabilities purchased and made available by Tencent Cloud.
Any period of less than one minute will not be counted as a Service Unavailable Minute.
The following circumstances shall not be counted as Service Unavailable Minutes:
(1) unavailability caused by your network, device, browser, system environment, or access configuration;
(2) unavailability caused by your custom domain, DNS configuration, certificate configuration, or other customer-managed configuration;
(3) unavailability caused by customer-created agents, prompts, workflows, plugins, skills, MCP servers, or other customer-managed components;
(4) unavailability caused by third-party AI models, third-party model providers, external SaaS systems, third-party APIs, or external data sources;
(5) unavailability caused by other Tencent Cloud products that are governed by their own separate service level agreements, unless expressly included in the ClawPro Service;
(6) scheduled maintenance, upgrades, changes, or downtime announced or reasonably initiated by Tencent Cloud;
(7) unavailability caused by force majeure, attacks, illegal or non-compliant use, or other circumstances set forth in the Disclaimer / Release of Liabilities section of this Agreement.
1.4 Total Service Minutes within a Service Month
"Total Service Minutes within a Service Month" is calculated as:
number of days in the Service Month × 24 hours × 60 minutes
1.5 Failed Request
If the ClawPro Service provides APIs, a "Failed Request" refers to a valid request received by the ClawPro server end that fails due to an internal server error attributable to Tencent Cloud, including HTTP 5xx errors or other internal error codes defined by Tencent Cloud for the ClawPro Service.
The following shall not be deemed Failed Requests:
(1) requests that fail authentication or authorization;
(2) requests submitted with missing, invalid, or illegal parameters;
(3) requests that exceed applicable quota, QPS, concurrency, or usage limits;
(4) requests that fail due to customer network, customer system, customer domain/DNS, or customer configuration issues;
(5) requests that fail due to customer-created agents, workflows, plugins, skills, MCP servers, or external tools;
(6) requests that fail due to third-party AI models, third-party model providers, external SaaS systems, or third-party APIs;
(7) requests affected by scheduled maintenance, upgrades, changes, or downtime reasonably initiated by Tencent Cloud.
1.6 Valid Request
A "Valid Request" refers to a request submitted by you and received by the ClawPro server end, excluding:
(1) requests sent without subscription to, activation of, or authorization for the ClawPro Service;
(2) requests that fail authentication or authorization;
(3) requests sent when your account is in arrears, suspended, restricted, or otherwise not in good standing;
(4) requests with incorrect, expired, or invalid credentials, tokens, keys, or access permissions;
(5) requests caused by attacks on your application, account, agents, domain, or systems;
(6) requests that do not comply with Tencent Cloud documentation, product limits, or usage policies.
1.7 Monthly Service Fee
"Monthly Service Fee" refers to the service fee actually paid by you for the ClawPro Service in the applicable Service Month, excluding any fees offset by vouchers, coupons, service fee reductions, promotional credits, refunds, or other deductions.
If you purchase the ClawPro Service for multiple months in a lump sum, the Monthly Service Fee shall be calculated by allocating the prepaid service fee evenly across the corresponding service months, unless otherwise specified by Tencent Cloud billing rules.
Unless otherwise expressly stated, the Monthly Service Fee does not include fees for other Tencent Cloud products or third-party services used together with ClawPro, such as CVM, CBS, CLB, domain name services, DNS, AI model services, storage, network traffic, or external SaaS services, which may be subject to separate billing and service level agreements.
2. Service Availability
2.1 Calculation of Service Availability
Service Availability is calculated separately for each Service Month as follows:
Service Availability = (Total Service Minutes within the Service Month - Service Unavailable Minutes within the Service Month) / Total Service Minutes within the Service Month × 100%
Where:
Total Service Minutes within the Service Month = number of days in the Service Month × 24 × 60
2.2 Service Availability Standard
The Service Availability of the ClawPro Service provided by Tencent Cloud shall be no less than 99.5%.
If the Service Availability fails to meet the applicable Service Availability Standard in a Service Month, and such failure is not caused by any circumstance set forth in the Disclaimer / Release of Liabilities section of this Agreement, you may be entitled to compensation in accordance with the Compensation Plan set forth in this Agreement.
You acknowledge and agree that the ClawPro Service may allow you to connect, configure, manage, or invoke third-party AI models, third-party tools, MCP servers, external SaaS systems, customer-managed agents, customer-managed domains, and other external dependencies.
Unless otherwise expressly stated, the Service Availability commitment in this Agreement applies only to the ClawPro platform and service-side capabilities provided by Tencent Cloud.
The availability, performance, accuracy, output quality, response time, compliance, or reliability of any third-party AI model, third-party model provider, third-party API, external SaaS system, customer-managed agent, customer configuration, customer-managed domain/DNS, or other external dependency is not included in the ClawPro Service Availability commitment.
Where any service interruption, degraded performance, failed request, or failed agent execution is caused by the foregoing external dependencies or customer-managed components, such interruption, degradation, or failure shall not be counted as Service Unavailable Minutes or Failed Requests attributable to Tencent Cloud.
3. Compensation Plan
In respect of the Service, if the Service Availability is lower than 99.5%, you will be entitled to compensations in accordance with the following terms:
3.1 Compensation Standards
(1) Compensations will be made in the form of voucher by Tencent Cloud, and you should follow the rules for using the voucher (including, among others, the valid term; for details, please refer to the relevant rules of voucher published on Tencent Cloud’s official website). You cannot redeem such voucher for cash or request to issue an invoice for such voucher. Such voucher can only be used to purchase the Service by using your Tencent Cloud account. You cannot use the voucher to purchase other services of Tencent Cloud, nor should you give the voucher to a third party for consideration or for free.
(2) If the Service Availability in a Service Month fails to meet the abovementioned standard, the amount of compensation shall be calculated for such Service Month independently, and the aggregate amount shall be no more than the applicable Monthly Service Fee paid by you for such Service Month (the Monthly Service Fee referred to herein shall exclude the portion deducted by a voucher or promotional coupon, due to discounted service fee or otherwise deducted).
|
Less than 99.5% but is or higher than 99.0% | 10% of the Monthly Service Fee |
Less than 99.0% but is or higher than 95.0% | 25% of the Monthly Service Fee |
Less than 95.0% | 50% of the Monthly Service Fee |
3.2 Time Limit for Compensation Application
(1) If the Service Availability in a Service Month fails to meet the Service Availability standard, you may apply for compensation only through the support ticket system under your relevant account after the fifth (5th) business day of the month immediately following such Service Month. Tencent Cloud will verify and ascertain your application upon receipt of such application. If there is any dispute over the calculation of the Service Availability for a Service Month, both parties agree that the back-end record of Tencent Cloud shall prevail.
(2) You shall apply for compensation no later than the sixtieth (60th) calendar day following the end of the applicable Service Month in which the Service Availability fails to meet the abovementioned standard. If you fail to make any application within such period, or make the application after such period, or make the application by any means other than that agreed herein, it shall be deemed that you have voluntarily waived your right to apply for such compensation and any other rights you may have against Tencent Cloud, in which case Tencent Cloud has the right to reject your application for compensation and not to make any compensation to you.
3.3 Materials for Claim
If you believe that the Service does not meet the Service Availability Standard, you may initiate a claim for compensation within the time limit set forth in this Agreement. Your claim must be accompanied by:
(1) The AppID and UIN used by your business.
(2) The specific time period when your service was unavailable, accurate to the minute.
3.4 Exceptions to the Application of this SLA
Where you access the Service through a public beta, closed beta or invitation-based trial, or use the Service on a free-of-charge basis or within a free usage allowance, Tencent Cloud will provide the Service in accordance with the functionality described in the applicable product documentation; however, Tencent Cloud makes no warranty or commitment in respect of service availability or service success rate in such circumstances. The availability standards and compensation provisions of this SLA shall not apply in those scenarios.
4. Release of Liabilities
Service unavailability attributable to any of the following causes shall not be counted towards the calculation of service unavailability, shall not give rise to any right to compensation under this Agreement, and Tencent Cloud shall bear no liability to you in respect thereof:
(1) Service Unavailability due to system maintenance caused by Tencent Cloud after notifying you in advance, including cutover, repair, upgrade and simulated failure drills.
(2) Service Unavailability due to network, equipment failure or configuration adjustment other than any Tencent Cloud equipment.
(3) Service Unavailability due to attacks on your application interface or data or other improper behavior.
(4) Service Unavailability due to loss or leakage of data, passwords, etc. due to improper maintenance or confidentiality.
(5) Service Unavailability due to your negligent authorization, erroneous operation, your own equipment or third-party software and equipment.
(6) Service Unavailability due to your failure to follow Tencent Cloud product usage documentation or usage recommendations.
(7) Service Unavailability due to the use exceeding the service capacity limit of the current version.
(8) Service unavailability or failure to meet service standards caused by software installed by you or other third-party software or configurations not directly operated by Tencent Cloud.
(9) unavailability or service performance not meeting standards due to force majeure (as defined in Tencent Cloud Terms of Service) or reasons not attributable to Tencent Cloud;
(10) unavailability caused by the following circumstances:
(a) Changes in fundamental telecommunications resources, including but not limited to technical adjustments by telecommunications authorities, installation/modification/maintenance of telecom or power network resources by telecom/power departments, or damage to telecom/power lines;
(b) Monitoring and control measures imposed by governmental authorities or telecom operators;
(c) Public network congestion, performance degradation, or hacker activities;
(d) Other circumstances not attributable to Tencent Cloud’s fault, or situations beyond Tencent Cloud’s control or reasonable foresight;
(11) Service suspension or termination due to your failure to purchase or pay for the Service in accordance with the Agreement;
(12) Service unavailability resulting from your breach of this Agreement, the Tencent Cloud Terms of Service, AI Service Terms or the ClawPro Terms.
(13) any temporary service interruption arising from routine maintenance and upgrade to the Service by Tencent Cloud as described in the Tencent Cloud Terms of Service;
(14) Service Unavailability or failure to meet the service standard due to reasons not attributable to Tencent Cloud.
(15) Service Unavailability during the period of free provision.
(16) any situation where Tencent Cloud is released from liability or compensation as described in applicable laws and regulations, relevant agreements (including Tencent Cloud Terms of Service and any other agreements referenced herein), or rules published by Tencent Cloud (including the service descriptions, pricing, and terms displayed on the official website or usage documents that you have accepted during the purchase or use of the Service).
5. Miscellaneous
(1) You confirm and acknowledge that in no event shall Tencent Cloud's liability for breach of contract compensation exceed the total service fees you have paid for the applicable service where you suffer losses due to Tencent Cloud's breach during your use of this Service. Should the service period exceed 12 Service Months, Tencent Cloud's maximum compensation liability shall not exceed the total fees paid by you for this Service in the 12 Service Months preceding the occurrence of the loss (for the avoidance of doubt, such fees refer exclusively to actual cash amounts paid for Service usage, excluding vouchers, gift certificates, prepaid but unconsumed fees, or similar instruments).
(2) Tencent Cloud reserves the right to modify this Agreement when appropriate or necessary according to any changes. You can refer to the relevant contents in the latest version on the website of Tencent Cloud. If you do not agree with Tencent Cloud’s modification to this Agreement, you have the right to stop using the Service. If you continue to use the Services, you shall be deemed to have accepted the modified Agreement.
(3) This Agreement, as an ancillary agreement of Tencent Cloud Service Agreement, shall have the same legal effect as Tencent Cloud Service Agreement. You shall comply with the provisions in Tencent Cloud Service Agreement for matters not specified in this Agreement. In the event of a conflict or inconsistency between the terms of this Agreement and Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency.