Effective date of the agreement: September 1, 2020

The Service Level Agreement (hereinafter referred to as "SLA") stipulates the service availability level index and compensation schemes of the Palo data repository provided by Baidu intelligent cloud to users.

1. Definition

Service cycle: a service cycle is a natural month.

Total minutes of service cycle: calculated according to the total number of days 24 (hours) 60 (minutes) in the service cycle.

Unavailable minutes of service: When all continuous attempts (such as data writing and query) to establish a connection with the specified Palo data repository cluster fail, and the status lasts for more than 5 minutes, it is considered that the Palo cluster service is not available within the minutes. In a service cycle, the sum of the unavailable minutes of Palo cluster service (different operations in the same minute are not superimposed) is the unavailable minutes of service.

Monthly service charge: It is the total service charge paid by a user for a single Palo cluster in a natural month. If the user pays the service charge for multiple months at one time, the monthly service charge will be calculated by apportionment according to the number of months purchased.

2. Service availability

2.1 Calculation formula for service availability

Service availability = (1- unavailable minutes of service/ total minutes of service cycle) * 100%

2.2 Service availability commitments

The availability of Palo data repository service shall not be less than 99.95%, if the Palo service fails to meet the above availability commitments, the user can obtain compensation according to Article 3 of this agreement.

3. Service compensation clauses

3.1 Compensation standards

According to the monthly service availability of the Baidu Palo data repository of a certain area according a certain Baidu Intelligent Cloud account, the amount of compensation is calculated according to the standards in the table below. The compensation method is limited to the voucher for purchasing Baidu Palo data repository, and the total amount of compensation shall not exceed 25% of the monthly service charge paid by the user in the region under the account in the month of failure to meet the service availability commitment.

3.2 Time limit for application for compensation

The customer may apply for compensation after the fifth (5th) working day of each month for services that did not reach availability in last month. Application for compensation must be limited to two (2) months after the end of the relevant month in which the message service is not available. Application for compensation beyond the time limit will not be accepted.

3.3 Exceptions

The scope of compensation does not include the unavailability caused by the following reasons:

(1) Baidu Intelligent Cloud notifies users in advance of system maintenance, including cutting, maintenance, upgrading and simulation fault drill.

(2) Any network or equipment failure or configuration adjustment caused by any equipment not belonging to Baidu intelligent cloud.

(3) The user's application or data information is attacked by hackers;

(4) Data, passwords and other information are lost or leaked due to improper maintenance or confidentiality of users;

(5) The negligence of the user or the operation authorized by the user;

(6) Users do not follow Baidu Intelligent Cloud product documentation or use suggestions, such situations include abnormal operation state (i.e., non-green state) of the basic state of the customer cluster, high utilization rate of CPU, high memory load, and excessive disk usage (above values are recommended to remain below 50%).

(7)Unavailability of when the data are erased due to the occurrence of downtime data, and the unavailability caused by the startup dependency of local disk and the data;

(8) Service unavailability caused by human configuration operation of Palo data repository;

(9) Service unavailability caused by instance change and restart, forced restart of Palo data repository cluster;

(10) Abnormal use of Baidu Palo data repository caused by force majeure and accidents or other non Baidu Intelligent Cloud causes.

4. Other instructions

(1) Baidu reserves the right of final interpretation of this agreement to the extent permitted by laws and regulations.

(2) As soon as this agreement is released, it will take effect immediately, Baidu intelligent cloud has the right to modify the terms of the SLA. If there is any modification to this SLA clause, Baidu intelligent cloud will notify you by way of website publicity or mail. If you disagree with the modification made by Baidu intelligent cloud to SLA, you have the right to stop using the Palo data repository service, if you continue to use the Palo data repository service, then it is deemed that you accept the modified SLA.

(3) Under this agreement, all notices of Baidu intelligent cloud can be carried out through web publicity, station letter, e-mail, mobile phone text or other forms. These notices shall be deemed to have been delivered to the addressee on the date of delivery. Baidu intelligent cloud is not responsible for any loss of service modification or termination clause of Baidu Intelligent Cloud due to users' failure to learn in time.

(4) The conclusion, execution and interpretation of this Agreement and the settlement of disputes shall be governed by Chinese laws and shall be subject to the jurisdiction of Chinese courts. If any dispute arises between the parties concerning the contents of this agreement or its implementation, both parties shall try to settle the dispute through friendly negotiation as far as possible; If the negotiation fails, either party may bring a lawsuit to the People's Court of Haidian District, Beijing.

(5) This Agreement constitutes the entire agreement of both parties on the agreed matters and other related matters of this agreement. Except for the provisions of this agreement, no other rights are granted to each party of this agreement.

(6) If any agreement in this Agreement is invalid or unenforceable in whole or in part for any reason, the rest of this Agreement shall remain valid and binding.

(7) Refer to "Rights and obligations of users" in User service agreement for the user binding terms.

(8) Refer to the relevant clauses of "Exemption statements" in User service agreement for details of the service provider's exemption clauses.