Effective date of the agreement: January 15, 2019

The Service Level Agreement (referred to as "SLA") specifies the service availability level metrics and compensation scheme of SCS for Redis (Simple Cache Service for Redis) provided by Baidu AI Cloud to users.

1. Definitions

Service cycle: A service cycle is a natural month.

Total minutes of service cycle: Be calculated based on the total number of days * 24 (hours) * 60 (minutes) in the service cycle.

Service unavailable minutes: When all continuous attempts made by the user to establish connection with the specified cloud database DRDS instance are failed, and the status lasts for above 5 minutes, the SCS for Redis instance service is deemed to be unavailable. The sum of unavailable minutes of the SCS for Redis instance within one service cycle is the service unavailable minutes.

Monthly service fee: Means the total service fee paid by the user for a single SCS for Redis instance in a natural month. If the user pays the service fee for multiple months at one time, the monthly service fee is calculated based on the number of months purchased.

2. Service Availability

2.1 Service Availability Calculation Formula

The service availability is calculated as follows with single instance as dimension:

2.2 Service Availability Commitment

The committed SCS for Redis service availability is no less than 99.95%, i.e., the user's monthly service availability time should be 30∗24∗60∗99.95%=43178.4 (minutes), and there is an unavailable time of 43200-43178.4=21.6 (minutes).

If SCS for Redis fails to reach the above service availability commitment, the user can obtain the compensation stipulated in Article 3 hereof. The scope of compensation does not include the service unavailability time caused by the following reasons:

(1) System maintenance, including cutting, connection, repair, upgrade, and simulated failure drills, if Baidu AI Cloud delivers a notice to the users in advance; (2) Any network or equipment Fault or configuration adjustment of any network or equipment other than those belonging to Baidu AI Cloud; (3) Hacker attack to the user's applications; (4) User’s improper maintenance or confidential measures resulting in loss or leakage of data, passwords, and etc.; (5) User's failure to turn on the monitoring alarm, resulting in timely exposure of the system fault; (6) Operations carried out by the user, such as clearing data, which result in data loss; (7) Any negligence by the user or any operation authorized by the user; (8) User's failure to follow Baidu AI cloud product documentation or use recommendations; (9) Force majeure or other unexpected events; (10) Any reasons that are not attributed to Baidu AI Cloud.

3. Compensation Scheme

3.1 Compensation Criteria

The compensation amount for the monthly service availability of a single SCS instance should be calculated according to the requirements in the table below, and the compensation is made only by the vouchers used for purchase of SCS products, and the total compensation amount should not exceed the monthly service fee paid for the SCS for Redis instance and for the month in which the service availability commitment is not accomplished.

3.2 Time Limit for Compensation Application

The user can apply for compensation for the instances failing to reach the availability in the last month after the fifth (5th) work day of that month. The compensation application must be put forward within two (2) months after the end of the relevant month when the cloud database DRDS instance is not available. The compensation application exceeding the time limit will be rejected.

4. Others

(1) Baidu AI Cloud reserves the final interpretation rights of this agreement to the extent permitted by laws and regulations.
(2) Baidu AI Cloud has the right to modify the SLA clauses. If there is any change to the SLA clauses, Baidu AI Cloud will notify you by means of website or email. If you do not agree with Baidu AI Cloud's modification to the SLA clauses, you have the right to stop the use of SCS for Redis service. If you continue to use SCS for Redis service, it is deemed to accept the modified terms and conditions of the SLA.
(3) All notices given by Baidu AI Cloud’s SCS for Redis service to users under this agreement can be made in webpage notice, message, email, SMS or by other forms; such notices shall be deemed to have been delivered to the users on the date of delivery. Baidu AI Cloud shall not bear any losses the users encountered.
(4) The establishment, 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. In case of any dispute between the two parties regarding the content of this Agreement or its execution, both parties shall do their best to resolve it through friendly consultation; if failed to resolve the dispute by consultation, either party can lodge a lawsuit to the Haidian District People's Court, Beijing.
(5) This Agreement constitutes entire agreement between both Parties on the matters stipulated herein and other related matters. Except as stipulated in this agreement, no other rights are granted to the parties hereto.
(6) If any provisions in this Agreement is totally or partially invalidated or unenforceable for any reason, the remaining clauses in this Agreement shall remain valid and binding upon both parties.
(7) For restriction provisions applicable to users, see the "Rights and Obligations of Users" in the User Service Agreement.
(8) For the disclaimer provisions applicable to service providers, see the relevant clauses of "Disclaimer" in the User Service Agreement.