Log Service Level Agreement SLA

Agreement effective date: Monday, April 14, 2025

SLA content

This Service Level Agreement (referred to as "SLA") outlines the service availability metrics and compensation plan for Baidu Log Service (BLS) provided by Baidu AI Cloud to its customers.

1. Definition

1.1 Service period: Log service availability is calculated by service period, with one service period being a natural month.
1.2 Valid requests: Requests received by the log service server are considered valid requests.
1.3 Failed requests: Calls that fail due to log service reasons are considered failed requests. Only include requests where the error code returned by log service is server internal errors (5xx errors). The following requests shall not be considered failed requests or user requests.
(1) Requests failing authentication, including but not limited to signature calculation errors or unauthorized requests.
(2) Requests lacking required parameters or containing illegal parameters due to non-compliance with Baidu AI Cloud product document.
1.4 Total service period minutes: Calculated as 7 days/week × 24 hours/day
1.5 Error rate per 5 minutes: Calculated based on 5-minute intervals as follows:

1.6 Monthly service fees: Refers to the total service fees paid by a customer's Baidu AI Cloud account for log service within one calendar month.

2. Service availability

2.1 Calculation method of service availability

Service availability is calculated by service period. The average availability per 5 minutes is derived by dividing the sum of the system availability every 5 minutes within the service period by the total number of 5-minute intervals, namely:

2.2 Service availability commitment

The availability of log service shall not be lower than 99.90%. If this availability commitment is not met, customers may claim compensation as stipulated in Article 3 of the Agreement. Compensation does not cover request failures or service unavailability caused by the following reasons:
(1) Scheduled maintenance of Baidu AI Cloud that has been notified to users, including reasonable upgrades, changes, outages, migrations, repairs, and simulated failure drills;
(2) Unavailability caused by network, device failures or configuration adjustments beyond the Baidu AI Cloud equipment;
(3) Errors caused by user content violations or other reasons leading to domain name bans;
(4) Reduced availability caused by users' large-scale traffic surge without prior written notice to Baidu AI Cloud;
(5) Unavailability caused by hacker attacks on user applications or data;
(6) Unavailability caused by data, credentials or password loss/leakage due to user maintenance negligence or improper confidentiality;
(7) User negligence or authorized operations;
(8) Force majeure or unforeseen events;
(9) Unavailability caused by other reasons outside Baidu AI Cloud's scope;
(10) Unavailability caused by the user's failure to follow documentation or usage recommendations of Baidu AI Cloud products.

3. Compensation plan

3.1 Compensation standards

(1) Based on the statistics of BLS log service availability for a specific month under a customer's Baidu AI Cloud account, the compensation amount shall be calculated according to the criteria in the table below. Compensation will be provided in the form of coupons issued by Baidu AI Cloud. You shall comply with the use rules of the coupons (including validity period, etc., as specified in the rules related to coupons published on the official website of Baidu AI Cloud). Issued coupons cannot be redeemed for cash or invoiced. They can only be used to purchase this log service via your Baidu AI Cloud account and cannot be used for other Baidu AI Cloud services. Transfer or gifting of coupons is not allowed.
(2) If BLS log service fails to meet the service availability standard in a given month, the compensation amount will be calculated separately for that month. The total compensation shall not exceed the corresponding monthly service fee paid for that month (excluding fees offset by coupons, discounts, or service fee reductions).

3.2 Compensation claim submission deadline

Customers can submit compensation claims for services that fail to meet availability standards starting on the fifth (5th) working day of each month. Claims must be filed within two (2) months following the end of the month when the log service experienced availability issues. Claims submitted after the deadline will not be accepted.

4. Other descriptions

(1) To the extent permitted by laws and regulations, Baidu AI Cloud 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 the SLA. For any modification to the terms of the 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 BLS log service. If you continue to use the BLS log 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 both parties regarding the content of the SLA or its implementation, both 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 both 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, refer to the related provisions of the "User Rights and Obligations" section in the Baidu AI Cloud User Service Agreement.
(8) For the exemption clauses of service provider, refer to the related provisions of the "Disclaimer" in the Baidu AI Cloud User Service Agreement.