Effective date of Agreement: April 1, 2019

This Service Level Agreement ("SLA" for short) specifies the service available level indicators and compensation scheme for Multimedia Cloud Transcoding ("MCT" for short) provided by Baidu AI Cloud to the customers.

1. Definition

Service cycle：A service cycle is a natural month.

Service region： Mainland China (excluding Hong Kong, Macao and Taiwan).

Total minutes of service cycle: Compute according to twenty-four (24) hours a day and seven (7) days a week in one month.

Error request: MCT regards the HTTP requests with the status code of 5XX and the user’s normal requests unable to reach MCT server led by MCT service malfeature as error requests.

Valid request: All MCT media transcoding processing services under the service accounts of Baidu AI Cloud for customers, requests received on the MCT server are regarded as valid requests.

Error rate per 5 minutes

Monthly service fee: The service charge paid by the customer for MCT service in a calendar month.

2. Service Availability

2.1 Calculation method of service availability

The availability statistics of MCT service is based on service cycle, and the average value of the error rate in every 5 minutes is calculated according to the error rates sum of every 5 minutes in the service cycle being divided by the total number in the service cycle to calculate the availability, meaning:

Note Total amount during the service period in 5 minutes=12 *24 *days during the service period

2.2 Service availability commitment

The availability of MCT service is promised to be no less than 99.90% in a period cycle; if the MCT service doesn’t reach the service availability promise above, the customer can get compensation based on the 3th article of the agreement. The compensation scope does not include the failure of request or unavailable service caused by the following causes:

(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) The sudden increase in mass traffic caused by the lack of prior written notification to Baidu AI Cloud may result in availability reduction;

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

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

(7) Users’ negligence or the operation authorized by users;

(8) Errors led by the requests from non-mainland China;

(9) Force majeure and accidents;

(10) Other unavailability conditions not caused by Baidu AI Cloud;

3. Compensation Plan

3.1 Compensation standard

According to the customer’s monthly service availability of MCT under Baidu AI Cloud account, calculate the amount of compensation according to the criteria given in the following Table. The compensation method is limited to coupons used to pay for MCT products, and the total compensation amount does not exceed 50% of the monthly service fee paid by user for MCT under the account in which the service availability commitment is not met in that month.

Service availability	Reimburse coupon amount
Lower than 99.90% but equal to or higher than 99%	10% of monthly service fee
Less than 99% but equal to or higher than 95%	25% of monthly service fee
Lower than 95%	50% of monthly service fee

3.2 Time limit of applying 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 MCT 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 Baidu For the modification made by cloud to SLA, you are entitled to stop using MCT service, and if you continue using MCT service, you are deemed to accept the modified SLA.

(3) Under this agreement, all notices of Baidu AI Cloud MCT 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. Baidu AI Cloud does not bear any losses caused thereby.

(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.