Effective Date of Agreement: January 15 , 2019

This service level agreement (SLA) specifies the service availability level indicators and compensation scheme of the object storage service BOS provided by Baidu AI Cloud to customers.

1.Definition

Service Cycle: A service cycle is a natural month.
Failure Request: BOS considers the request with HTTP status code of 5XX and the user's normal request that fails to reach the BOS server due to BOS service failure as failed requests, but it does not include the following types of requests:
(1) Failure requests processed asynchronously by back-end of Region Replication and Lifecycle management;
(2) Get the failed request generated by bucket list;
(3) Wrong request or service unavailability caused by reasonable upgrade, change and shutdown initiated by BOS service;
(4) Request limited by BOS because the client's application is hacked
(5) Requests from foreign countries generated by serving domestic BOS
Valid Request: Requests received by the BOS server are considered valid, but it does not include the following types of requests:
(1) Requests and overdue requests that fail to pass BOS authentication and authentication;
(2) All requests initiated asynchronously by back end of Region Replication and Lifecycle management processes;
(3) All requests initiated by getting bucket list;
(4) Request from a client's application that has been hacked.
Error Rate Per 5 Minutes: The bucket takes 5 minutes as the granularity and is calculated according to the following formula:

Monthly service fee: The service fee incurred by the customer in a bucket in a natural month. If the user deducts the cost by prepaid storage package, the deducted capacity part will be calculated according to the post payment mode.

2.Service Availability

2.1 Service Availability Calculation Formula

Availability is calculated by service cycle, one service cycle is one natural month. The business unit of BOS service statistics is the bucket of each user. With the total number of five minutes in the service cycle divided by the sum of the error rates in every five minutes during the service cycle, service availability can calculate the average of error rate in every five minutes :

2.2 Service Availability Commitment

If BOS fails to meet the above service availability commitment, the client can apply for compensation.
The scope of compensation does not cover the unavailability of services due to the following reasons:
(1) Baidu AI Cloud notifies users in advance of system maintenance, including reasonable upgrade, change, shutdown, cutover, maintenance and simulated fault drill;
(2) Any network or equipment failure or configuration adjustment other than the equipment owned by Baidu AI Cloud;
(3) Errors caused by domain ban due to user content violation or other reasons;
(4) Hacker attack to application or data information of the users;
(5) Loss or leakage of data, commands, passwords, etc . caused by improper maintenance or confidentiality of the users;
(6) Negligence of the users or operation authorized by the users;
(7) Errors due to the customer's failure to follow the Baidu AI Cloud product use documents or use suggestions, such as the unavailability caused by the customer's operation of BOS in the console, API or CLI and other control modes;
(8) Errors caused by software installed by customers or other third-party software or configuration not directly operated by Baidu AI Cloud; ( 9) Force majeure and accidents;
(10) Other unavailability not caused by Baidu AI Cloud.

3.Compensation Plan

3.1 Compensation Standard

The monthly service availability is calculated according to the corresponding bucket of BOS under a customer 's Baidu AI Cloud account, and the compensation amount is calculated according to the standards in the table below. The compensation method is limited to the payment of vouchers for BOS products, and the total amount of compensation shall not exceed 50% of the total monthly service fee paid by bucket that fails to meet the service availability commitment.

3.2 Time Limit of Application for Compensation

Clients can file a claim for instances where availability was not met last month after the fifth (5) business day of each month. Claims for compensation must be put forward within two (2) months after the end of the relevant month in which the BOS does not reach availability. Application for compensation beyond the time limit will not be accepted.

4.Other Instructions

(1) To the extent permitted by laws and regulations, Baidu reserves the right of final interpretation of the SLA.
(2) The SLA shall take effect as soon as it is published, Baidu AI Cloud has the right to modify the terms of this SLA. For any modification to the terms of this SLA, Baidu AI Cloud will notify you by means of website publicity or email. If you do not agree with the modification of SLA made by Baidu AI Cloud, you have the right to stop using the peer connection service. If you continue to use the peer connection service, it is deemed that you accept the modified SLA.
(3) Under this agreement, all notices of Baidu AI Cloud BOS service to users can be made by means of Web announcement, message, email, SMS or other forms; such notices shall be deemed to have been delivered to the recipient on the date of sending.
(4) The conclusion, implementation and interpretation of the SLA and the resolution of disputes shall be applicable to Chinese law and shall be governed by Chinese courts. If there is any dispute between the two parties regarding the content of the SLA or its implementation, the two parties shall try to resolve the issue through friendly negotiation. If the negotiation fails, either party may bring a lawsuit to the People's Court of Haidian District of Beijing.
(5) The SLA constitutes an entire agreement between the two parties on the matters agreed in the SLA and other related matters. Except as provided in the SLA, no other rights are granted to the parties to the SLA.
(6) If any agreement in the SLA is completely or partially invalid or not enforceable for whatever reason, the rest of the SLA is still valid and binding.
(7) For user constraint terms, please see "user's rights and obligations" in Baidu AI Cloud User Service Agreement.
(8) For the exemption clauses of service provider, please see the related provisions of "Disclaimer" in Baidu AI Cloud User Service Agreement.