Alibaba Cloud Brainindustrial Service Level Agreement

1. Definitions

1.1 Service period

A service period is one calendar month. If you use the Brainindustrial product for less than a calendar month, the service period is still considered one full calendar month.

1.2 Total minutes in a service period

The total minutes in a service period are calculated as follows: Total days in the service period × 24 (hours) × 60 (minutes).

1.3 Service unavailable period

A period of more than five consecutive minutes during which the service is unavailable due to a server-side fault. Intermittent periods of service unavailability that last for less than five minutes are not counted as service unavailable time.

1.4 Applicable service regions

Industrial Brain is available in all regions.

1.5 Monthly service fee

The Brainindustrial product uses a subscription (upfront) billing model. The monthly service fee is the total amount that you pay for the Brainindustrial product during a service period.

2. Service availability

2.1 Service availability formula

Service availability is calculated for each Brainindustrial product instance as follows: Service Availability = ( (Total Minutes in a Service Period - Number of Service Unavailable Periods × 5) / Total Minutes in a Service Period ) × 100%

2.2 Service availability commitment

The service availability of the Brainindustrial product is guaranteed to be at least 99.9%. If the Brainindustrial product fails to meet this commitment, you can receive compensation as described in Section 3 of this agreement.

2.3 Exclusions

Compensation does not cover service unavailability caused by the following:

(1) System maintenance for which Alibaba Cloud has provided prior notice. This includes cutovers, repairs, upgrades, and simulated fault drills.

(2) Network or device faults, or configuration changes, on equipment not owned by Alibaba Cloud.

(3) A cyberattack on the customer's application.

(4) Upgrades to the operating system that you perform.

(5) The loss or leakage of data, security tokens, or passwords due to your improper maintenance or failure to maintain their confidentiality.

(6) Your negligence or operations that you have authorized.

(7) Your failure to follow the instructions or suggestions in Alibaba Cloud product documentation.

(8) Unavailability caused by factors unrelated to Alibaba Cloud products. These factors include but are not limited to unsupported data sources and data formats, restricted API operations, and errors in your own code.

(9) Force majeure events.

3. Compensation plan

3.1 Compensation standard

Service availability is calculated separately for each Brainindustrial product instance. The compensation amount is calculated based on the standards in the table below. Compensation is provided only in the form of coupons for the Brainindustrial product. The total compensation amount will not exceed the monthly service fee that you paid for the specific Brainindustrial product instance for the month in which the service availability commitment was not met. This amount excludes fees paid with coupons.

3.2 Compensation request deadline

You can submit a compensation request for an instance that failed to meet the availability commitment for the previous month, starting from the fifth (5th) business day of the current month. Compensation requests must be submitted within two (2) months of the end of the month in which the service availability commitment was not met. Requests submitted after this deadline will not be accepted.

4. Miscellaneous

Alibaba Cloud reserves the right to modify the terms of this SLA at any time. Alibaba Cloud will notify you of any modifications by posting an announcement on our website or by sending you an email at least 30 days in advance. If you do not agree to the modifications, you have the right to stop using the Brainindustrial product service. If you continue to use the service after the modifications take effect, you are deemed to have accepted the modified SLA.