RapidFS Service Level Agreement (SLA)

Agreement effective date: 2025-06-01

This Service Level Agreement (SLA) specifies the service availability metrics and compensation plan for the Data Lake Accelerator (RapidFS) provided by Baidu AI Cloud to its customers.

1. Definition

Service period: A service period corresponds to one calendar month.

Total minutes per single instance service cycle: Calculated as the total number of days in the service cycle × 24 (hours) × 60 (minutes).

Number of minutes of instance unavailability: If all requests to a RapidFS instance fail continuously for one minute while the network, client system environment, authentication service, and upstream storage services function normally, the instance is considered unavailable for that minute. The total of such unavailable minutes during a service period constitutes the minutes of service unavailability.

Monthly service fee: Refers to the total amount paid by the user for a single RapidFS instance during a service period (i.e., a calendar month). If the user pays for more than one month in advance, the monthly service fee is calculated proportionally based on the purchased duration.

2. Service availability

2.1 Calculation method of service availability

The service availability of RapidFS will be calculated for each RapidFS instance based on the following case during each service period:

Service availability = ((Total minutes per singe instance service cycle - Total unavailable minutes per single instance) / Total minutes per single instance service cycle) x 100%

2.2 Service availability standard

The RapidFS service availability must consistently remain above 99.9%. If the availability falls below this threshold during any service month (except in cases outlined in the exemption clauses of Article 4), you may submit a ticket claim to Baidu AI Cloud as per Article 3 of the agreement.

3. Service compensation terms

3.1 Compensation standards

(1) Compensation will be provided in the form of coupons issued by Baidu AI Cloud. You must adhere to the usage rules for the coupons (including their validity period and other stipulations outlined in the rules published on Baidu AI Cloud's official website). These issued coupons cannot be exchanged for cash, nor can they be invoiced. They are exclusively for purchasing this service through your Cloud account and cannot be applied to other Baidu AI Cloud services. Additionally, transfers or gifting of coupons are prohibited.

(2) If the service fails to meet the availability standard in a given month, compensation will be calculated for that specific month. The total compensation will not exceed the monthly service fee you paid for that month, excluding deductions from coupons, discounts, or fee reductions.

3.2 Compensation claim submission deadline

Users may file compensation claims for failed RapidFS instances from the previous month starting on the fifth (5th) business day of each new month. Such claims must be submitted no later than two (2) months after the end of the month during which the failure occurred. Compensation claims filed beyond this period will not be accepted.

4. Disclaimer

(1) System maintenance conducted after prior notification by Baidu AI Cloud, including migration, repairs, upgrades and simulated failure drills;

(2) Unavailability caused by network, device failures or configuration adjustments beyond the Baidu AI Cloud equipment;

(3) Unavailability caused by hacker attacks on user applications or data;

(4) Unavailability caused by data, credentials or password loss/leakage due to user maintenance negligence or improper confidentiality;

(5) User negligence or authorized operations;

(6) Force majeure or unforeseen events;

(7) For the RapidFS service, compensation is available only for RapidFS itself, rather than other cloud services associated with the RapidFS instance;

(8) Circumstances beyond Baidu AI Cloud's control that lead to RapidFS service failures.

5. Other descriptions

(1) To the extent allowed by laws and regulations, Baidu AI Cloud holds the right to final interpretation of the SLA (Service Level Agreement).

(2) The SLA becomes effective immediately upon publication. Baidu AI Cloud reserves the right to amend the SLA terms. Any revisions will be communicated to you via website announcements or email notifications. If you disagree with the changes made by Baidu AI Cloud, you are entitled to cease using the RapidFS service. Continuation of the service implies acceptance of the modified SLA.

(3) All notifications to users under this SLA may be delivered through webpage posts, account messages, emails, SMS, or other communication channels. Notifications are deemed delivered on the date they are issued. Baidu AI Cloud is not responsible for any losses arising from users failing to stay informed about changes or termination of services.

(4) The conclusion, implementation, and interpretation of the SLA, as well as the resolution of disputes, shall be governed by Chinese law and handled by Chinese courts. In the event of any dispute between the parties regarding the content or implementation of the SLA, both sides shall strive to resolve the matter through friendly negotiation. If the negotiation fails, either party may file a lawsuit with the People's Court of Haidian District in Beijing.

(5) The SLA constitutes the complete agreement between both parties concerning the matters it covers and related topics. Unless explicitly stated in the SLA, no additional rights are granted to either party.

(6) If any provision of the SLA is found to be wholly or partially invalid or unenforceable for any reason, the remainder of the SLA shall remain valid and enforceable.

(7) For the clauses of users constraints, refer to the related provisions of the "User Rights and Obligations" section in the User Service Agreement.

(8) For the exemption clauses of service provider, refer to the related provisions of the "Disclaimer” in the User Service Agreement.