Valid date of the agreement: January 15, 2019

This Service Level Agreement (Service Level Agreement, SLA) specifies the service availability level index and compensation scheme of the Time Series Database (TSDB) provided by Baidu AI Cloud to customers.

1. Definition

Service cycle: A service cycle is a natural month, and the cycle less than a natural month is not deemed as a service cycle.

Total minutes of service cycle: Calculated by the total number of days * 24 (hours) * 60 (minutes) in the service cycle.

Service unavailable minutes: When all continuous attempts by the user to establish connection with the specified TSDB instance failed, and the status lasts for more than 5 minutes, it should be deemed that the TSDB instance service is unavailable in this minute. The sum of unavailable minutes of the TSDB instance within one service cycle is the service unavailable minutes.

Monthly service fee: The total service fee paid by the user for a single TSDB instance in a natural month. If the user pays the service fee for multiple months at one time, the monthly service fee is calculated with 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:

TSDB promises that the service availability is no less than 99.9%, i.e. the user's monthly service availability time shall be 30?24?60?99.9%=43156.8 (minutes), i.e. there is an unavailable time of 43200-43178.4=43.2 (minutes).

2.2 Unavailable Time

The following conditions are not deemed as unavailable time:

(1) System maintenance after Baidu AI Cloud notified users in advance, including handover, maintenance, upgrade and simulated failure drill;

(2) Any network or equipment failure or configuration adjustment other than the equipment to which Baidu AI Cloud belongs;

(3) Hacker attack to user’ applications;

(4) Query timeout of complex slow query statement sent by the user to TSDB, and see product documentation for timeout;

(5) Loss or disclosure of data, commands and passwords caused by improper maintenance or improper confidentiality by users;

(6) Negligence of the user or operation authorized by the user;

(7) Users failing to follow Baidu AI Cloud product documentations or use recommendations;

(8) Force majeure or other accidents;

(9) Unavailability caused by reasons other than Baidu AI Cloud.

3. Compensation Scheme

3.1 Compensation Standards

The compensation amount for the monthly service availability of a single TSDB instance should be calculated according to the standards in the table as below, the compensation amount is limited to purchase the vouchers of TSDB products, and the total compensation amount does not exceed the monthly service fee paid for TSDB instance in the service availability commitment.

Service Availability	Compensation Voucher Amount
Less than 99.9% but equal to or higher than 99.00%	15% of monthly service fee
Less than 99.00% but equal to or higher than 95.00%	30% of monthly service fee
Less than 95.00%	100% of monthly service fee

3.2 Time Limit for Compensation

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

4. SMSiscellaneous

(1) Baidu 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 publicity 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 TSDB service. If you continue to use TSDB service, you will be deemed to have accepted the modified terms an conditions of the SLA.
(3) All notices given by Baidu AI Cloud’s TSDB service to users under this agreement can be made in webpage notice, station letter, email, SMS or other forms; such notices shall be deemed to have been delivered to the users on the date of delivery. Baidu AI Cloud will not bear any losses to the users arisen herein.
(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, the two parties shall try their best to resolve it through friendly negotiation; if the negotiation fails, either party may bring a lawsuit to the Haidian District People's Court, Beijing.
(5) This agreement constitutes a complete agreement between both parties on the matters agreed in this agreement and other related matters. Except as provided in this agreement, no other rights are granted to the parties to this agreement.
(6) If any clause in this agreement is totally or partially invalid or unenforceable for any reason, the remaining clauses in this agreement shall remain valid with binding force.
(7) For the user restriction clauses, see the "Rights and Obligations of Users" in the User Service Agreement.
(8) For the exemption clauses of service providers, see the relevant clauses of "Disclaimer" in the User Service Agreement.