Effective date of Agreement: January 15, 2019

This Service Level Agreement (SLA) specifies the service availability level indicator and compensation plan of Elastic IP (Elastic IP or "EIP" provided by Baidu AI Cloud to customers.

1.Definition

Service cycle: A service cycle is a natural month.

Total minutes of service cycle: Calculated based on total number of days in service cycle ∗ 24 (hours) ∗ 60 (minutes).

Number of unavailable minutes of a single instance service : In a minute, when all data packets in outbound direction of EIP instance are lost at exit gateway device of Baidu AI Cloud, the EIP instance service within that minute is deemed to be unavailable. The sum of minutes of EIP instance unavailability within a service cycle is the minutes of service unavailability.

Monthly service fee: For total service charges paid by customers for a single EIP instance in a natural month, if the customers pay the service charges of more months at one time, the monthly service charges are amortized according to the number of months purchased.

2.Service Availability

2.1 Calculation Method of Service Availability

2.2 Service Availability Commitment

Baidu AI Cloud EIP undertakes 99.95% service availability of a single instance.

If EIP service fails to meet the undertaking of service availability above, customers can obtain compensation according to Article 3 of this agreement. The compensation scope excludes unavailability due to:

(1) System maintenance performed by Baidu AI Cloud after notifying users in advance, including cutover, repair, upgrade and simulated failure drills;

(2) Any network or equipment failure or configuration adjustment other than the equipment owned by Baidu AI Cloud;

(3) Hacker attack to application or data information of the users;

(4) Loss or leakage of data, commands, passwords, etc . caused by improper maintenance or confidentiality of the users;

(5) Negligence of the users or operation authorized by the users;

( 6) Force majeure and accidents;

(7) EIP service only makes compensation for EIP itself, but not other cloud services associated with EIP instance.

(8) The EIP service can not be used normally due to the reasons other than Baidu AI Cloud.

3.Compensation Clauses

3.1 Compensation Standard

According to the monthly service availability of the EIP single instance, the compensation amount is calculated in accordance with the standards in the following table. The compensation method is limited to the coupons used to purchase EIP products, and the total compensation amount will not exceed the monthly service fees paid by the customer for the EIP in the month in which the service availability promise is not satisfied.

Service availability	Amount of compensation voucher
Less than 99.95% but equal to or higher than 99.00%	10% of monthly service fee
Less than 99.00% but equal to or higher than 95.00%	25% of monthly service fee
Less than 95.00%	100% of monthly service fee

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. Application for compensation must be limited to two (2) months after the end of the relevant month in which EIP instance has not reached 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 made by Baidu AI Cloud to the SLA, you are entitled to stop using the EIP service. If you continue to use the EIP service, you are deemed to have accepted the modified SLA.
(3) All notifications of Baidu AI Cloud to users under the SLA can be made through webpage announcements, messages, emails, SMS or other forms. Such notifications are deemed to have been delivered to the recipients on the date of delivery. Baidu AI Cloud shall not be held liable for any losses incurred as a result of the users' failure to learn about the service changes or termination terms of Baidu AI Cloud.
(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 the clauses of users constraints, please see the related provisions of "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".