Guance Obsy AI Service Terms¶

Version 1.1 | Effective Date: May 19, 2026 | Applicable to Hong Kong and Overseas Online Execution

These Guance Obsy AI Service Terms (the "Terms") are entered into by and between Guance Information Technology Co., Limited ("Guance", "Service Provider", "we", or "us") and the individual, company, or other organization that activates, accesses, or uses the Obsy AI Services ("Customer" or "you").

These Terms are an AI-specific supplement to Customer's use of the Guance platform, Guance SaaS services, applicable Orders, service descriptions, online rules, privacy policy, data processing agreement, service level agreement, and any other document agreed by the parties. For matters specifically relating to the Obsy AI Services, these Terms prevail to the extent of any inconsistency. Matters not addressed in these Terms remain governed by the applicable master agreement and related documents.

By checking an online confirmation box, clicking to accept, activating Obsy AI, purchasing or renewing an Obsy Agent, first using a metered AI capability, or otherwise accessing, invoking, configuring, authorizing, or managing the Obsy AI Services, Customer confirms that it has read, understood, and agreed to be bound by these Terms. If an individual acts on behalf of an enterprise or organization, that individual represents that he or she has authority to bind that enterprise or organization.

Section 1. Definitions¶

1.1 Obsy AI Services means the artificial intelligence, large language model, automated analysis, task orchestration, model invocation, data retrieval, tool invocation, and execution capabilities provided by Guance, including intelligent question answering, data analysis, root cause identification, issue diagnosis, dashboard or report generation, automated remediation assistance, and other intelligent assistance features. The Obsy AI Services include the Obsy AI Assistant and Obsy Agent Team.

1.2 Obsy AI Assistant means the intelligent interactive capability for daily user workflows, including product documentation Q&A, natural language queries, data analysis, log or alert explanation, error analysis, chart or dashboard generation, root cause recommendations, and other intelligent assistance scenarios supported by Guance.

1.3 Obsy Agent Team means the intelligent execution team for complex tasks and agentic AI scenarios, where one or more Obsy Agents may, based on Customer authorization, task configuration, data scope, tool allowlists, and system capabilities, autonomously or semi-autonomously perform detection, analysis, investigation, remediation recommendations, pre-approved fixes, report generation, ticket or notification updates, and other automated tasks.

1.4 Obsy Agent or Agent means an Agent instance, seat, role template, or capability unit within the Obsy Agent Team that is used to perform designated intelligent tasks.

1.5 Credits, Tokens, task volume, or other metering units means the measurement method used for model calls, intelligent task execution, data analysis, tool invocation, task orchestration, and related resource consumption. The applicable unit, rate, deduction rule, and settlement method are subject to the pricing page, Order, billing rules, or other document agreed by the parties.

1.6 Workspace means the organization, tenant, project, environment, or other service resource boundary created, managed, or used by Customer within the Guance platform.

1.7 AI Voucher, Credits Coupon, Dedicated Voucher, or other promotional credit means a designated offset benefit made available by Guance or its authorized channels under an Order, promotion, or other document agreed by the parties. Unless expressly stated otherwise in the applicable page or Order, such benefit may be used only to offset Obsy AI usage fees and may not be used to offset Agent subscription fees, other product fees, or third-party fees, and may not be withdrawn, transferred, redeemed for cash, or recorded as a separate cash balance.

1.8 Usage-Based Billing means billing based on actual consumption of a metered Obsy AI capability, as calculated by the system using Credits, Tokens, task volume, or other metering results and the applicable rate, Order, or pricing rule. Usage Fees means the fees charged under Usage-Based Billing.

Section 2. Service Scope¶

2.1 Obsy AI Assistant may be used for basic Q&A, product documentation Q&A, natural language queries, data analysis, error analysis, issue diagnosis, root cause recommendations, chart or dashboard generation, and other intelligent assistance scenarios supported by Guance. Basic Q&A capabilities may be free, trial-based, or governed by the applicable pricing page, Order, or service description. Advanced analysis, diagnosis, generation, automated execution, and other resource-consuming capabilities will be billed according to system records and the applicable billing rules.

2.2 Obsy Agent Team may be used for complex task handling, including anomaly detection, alert analysis, cross-data-source correlation, root cause identification, pre-approved remediation recommendations or execution, runbook generation, ticket or notification updates, task summaries, and other automated tasks. Agent execution may require Customer to grant necessary data access, account permissions, Workspace permissions, API permissions, third-party integration permissions, or operational permissions.

2.3 The specific features, available regions, node deployment, model capabilities, task types, call limits, permission requirements, execution time, consumption rules, free quotas, trial arrangements, and page displays of the Obsy AI Services are subject to the Guance platform as actually provided, the service description, pricing page, Order, or other document agreed by the parties.

2.4 Guance may optimize or adjust the functions, interface, models, execution process, consumption rules, or service methods of the Obsy AI Services for product operations, technical upgrades, security maintenance, model updates, cloud resource adjustments, compliance requirements, or user experience improvements, provided that Guance does not materially reduce the core functionality of services already subscribed to by Customer.

Section 3. Activation, Authorization, and Agentic AI Controls¶

3.1 Customer shall complete account registration, identity verification, Workspace creation, service activation, Order confirmation, payment, and other required processes in accordance with Guance platform requirements, and shall ensure that all information submitted is true, accurate, complete, and kept current.

3.2 Any individual who activates, purchases, renews, authorizes, or uses the Obsy AI Services must have authority to act on behalf of Customer. Customer is responsible for all activation, charges, data access, task execution, automated actions, and other consequences arising from Customer's internal authorization, approval, permission allocation, or account management.

3.3 Customer shall configure Obsy Agent data scope, tool scope, operational permissions, third-party integrations, automated remediation rules, and approval workflows in accordance with the principle of least privilege. For actions that are high-risk, irreversible, may affect production environments, may incur fees, or may affect third-party rights, Customer shall configure human approval checkpoints or use lower-risk modes such as recommend-only or approval-required mode, unless Customer has expressly authorized automatic execution.

3.4 Unless otherwise expressly agreed by the parties or expressly authorized by Customer through system configuration, Obsy Agents should not delete production data, shut down critical services, modify core security policies, change payment information, permanently destroy resources, bypass security controls, or perform other high-risk or irreversible actions.

3.5 Service Provider may record audit logs of Agent task instructions, tool calls, approvals, execution steps, inputs and outputs, run results, ticket or notification updates, and related events for service delivery, security audit, troubleshooting, billing statistics, compliance retention, and dispute handling.

Section 4. Fees, Subscriptions, and Usage Billing¶

4.1 Fees for the Obsy AI Services may include Agent subscription fees, Credits usage fees, task execution fees, usage-based fees, and any other applicable fees stated on the pricing page, in an Order, or in another document agreed by the parties.

4.2 The specific price, currency, billing period, settlement method, payment method, taxes, invoices, refunds, trials, promotions, discounts, automatic subscription renewal, and cancellation rules for the Obsy AI Services are subject to the pricing page, Order, quotation, or other document agreed by the parties.

4.3 Whether Obsy Agents are subject to subscription fees, whether such fees are charged by Agent, seat, role template, Workspace, or other billing unit, and the activation, renewal, cancellation, and refund rules are subject to the pricing page, Order, or other agreed document. Unless expressly stated otherwise in those documents, subscription fees for an activated service period are not automatically refundable merely because Customer did not actually use, reduced use of, paused tasks for, or disabled part of the configuration for the service.

4.4 If Guance provides AI Vouchers, Credits Coupons, Dedicated Vouchers, or other promotional credits to Customer, the amount, currency, applicable scope, validity period, issuance time, deduction order, balance display, and expiration rules are subject to the pricing page, Order, billing rules, promotion rules, or other document agreed by the parties. Such benefits may be used only to offset Obsy AI usage fees and may not be used to offset Obsy Agent subscription fees, other Guance product fees, or third-party fees, and may not be withdrawn, transferred, or redeemed for cash.

4.5 Whether AI Vouchers, Credits Coupons, Dedicated Vouchers, or other promotional credits within the same Workspace may be pooled, used across Workspaces, or used across accounts is subject to system functionality, the pricing page, Order, or other agreed document. Unless expressly stated otherwise, the system will first consume the available offset benefit with the earliest expiration date; expired and unused benefits will automatically lapse.

4.6 If Customer has no available offset benefit, or if the applicable benefit has been exhausted, expired, or is inapplicable to a particular billing item, subsequent Obsy AI usage will be billed on a usage basis. The usage rate, settlement cycle, bill issuance, payment method, and non-payment handling are subject to the pricing page, Order, billing rules, or other agreed document.

4.7 Whether system retries, failed requests, cancelled requests, system-error requests, or requests that do not produce a valid answer or valid task result are counted as billable usage is subject to system billing records, task logs, the service description, and billing records.

4.8 If Customer has outstanding fees, failed payments, abnormal transactions, attempts to bypass billing, malicious consumption, abnormal calls, resource abuse, breach of these Terms, or breach of service rules, Guance may issue reminders, limit usage, pause tasks, disable metered capabilities, suspend Agents, freeze relevant functions, terminate services, or pursue liability in accordance with applicable law.

Section 5. Acceptable Use¶

5.1 Customer shall use the Obsy AI Services lawfully, compliantly, and prudently, and is responsible for all access, calls, authorizations, configurations, inputs, output use, task execution, data processing, and business decisions under its account.

5.2 Customer shall not input, upload, submit, authorize processing of, or request generation of any content that violates applicable laws or regulations, regulatory requirements, public order or good morals, public interests, third-party lawful rights or interests, or Guance service rules.

5.3 Customer shall not use the Obsy AI Services to process personal data, sensitive personal data, important data, trade secrets, regulated data, third-party data, or other restricted data unless Customer has obtained lawful authorization, satisfied the principle of necessity and minimization, and completed all required notices, consents, assessments, approvals, de-identification, or protective measures.

5.4 Customer shall not use the Obsy AI Services to attack, intrude into, bypass security controls, evade audits, generate malware, conduct bulk scraping, reverse engineer models, conduct prompt injection attacks, access resources without authorization, bypass billing, maliciously consume resources, interfere with service operations, or engage in any other improper activity.

5.5 Without Service Provider's prior written consent, Customer shall not resell, lease, sublicense, distribute, package as an independent commercial service, or provide commercial shared access to the Obsy AI Services to any third party.

5.6 Customer shall properly manage accounts, passwords, access keys, API Tokens, permission configurations, data source authorizations, Agent authorizations, and Workspace member permissions. Customer shall promptly notify Service Provider and take necessary mitigation measures if it discovers abnormal access, credential leakage, unauthorized tasks, billing abnormalities, or other security risks.

Section 6. Data Processing, Privacy, and Model Training¶

6.1 Logs, metrics, traces, events, alerts, configurations, dashboards, documents, text, images, task instructions, interaction records, AI Output, Agent execution records, and other content entered, uploaded, connected, authorized for processing, or generated through the Obsy AI Services constitute Customer Data or data generated by Customer's use of the services, and belong to Customer or its lawful rights holder as between the parties.

6.2 For the purpose of providing, maintaining, protecting, and improving the Obsy AI Services, Customer authorizes Guance to store, transmit, retrieve, analyze, compute, invoke models, orchestrate tasks, invoke tools, generate results, display, back up, troubleshoot, conduct security checks, compile billing statistics, provide technical support, and retain audit records with respect to Customer Data to the extent necessary.

6.3 With respect to Customer Personal Data, unless otherwise provided in the data processing agreement or applicable law, Customer generally acts as controller, and Guance generally acts as processor or data intermediary, processing Customer Personal Data in accordance with the master agreement, data processing agreement, Customer's written instructions, and applicable data protection laws. With respect to account data, Guance may process such data as controller in accordance with the data processing agreement and privacy policy.

6.4 The Obsy AI Services may be provided through overseas service regions, cloud infrastructure, model services, operations support, security services, logging systems, billing systems, and necessary sub-processors. The specific service regions, cross-border transfer arrangements, sub-processors, data retention periods, deletion arrangements, and security measures are subject to the Order, data processing agreement, privacy policy, service description, sub-processor list, or other document agreed by the parties.

6.5 For processing, cross-border transfer, and deletion of Customer Personal Data, the parties shall comply with applicable data protection laws and data protection requirements of applicable jurisdictions.

6.6 Without Customer's separate express consent, Guance will not use Customer business data, Customer inputs, Customer Data, Customer Personal Data, or data that identifies Customer, Customer's business systems, or Customer's Workspace to train general-purpose models, foundation models, or model capabilities unrelated to Customer. The foregoing data will not be used to train general-purpose models or foundation models.

6.7 Guance may use anonymized, aggregated, or de-identified statistical information for service optimization, product analysis, capacity planning, security protection, billing verification, and operational improvement, provided that such information is not used to identify a specific Customer or reconstruct Customer business content.

6.8 After service termination, Guance may retain, delete, clean up backups of, or restrict access to relevant Customer Data, AI interaction records, Agent audit logs, task logs, billing records, and backup copies in accordance with applicable laws and regulations, the data processing agreement, privacy policy, data retention policy, Order, or other agreement between the parties.

Section 7. AI Output, Human Review, and Agentic AI Risk¶

7.1 Customer understands and agrees that the Obsy AI Services generate answers, recommendations, diagnostic conclusions, root cause analysis, remediation suggestions, dashboard configurations, reports, task summaries, ticket updates, notification updates, or other outputs based on models, algorithms, rules, tools, data sources, permission configurations, context, and operating environments. Due to model capability, data quality, context completeness, permission scope, system status, and external factors, AI Output may be inaccurate, incomplete, untimely, unsuitable for a particular scenario, or inconsistent with Customer expectations.

7.2 AI Output is provided only as intelligent assistance and reference information. It does not constitute legal, financial, medical, audit, security certification, professional operations assurance, or other professional advice, and does not constitute a commitment by Guance regarding any particular result, guaranteed incident resolution, business continuity, revenue, compliance, accuracy, or automated remediation outcome. Customer shall conduct human review using its own business context, system environment, compliance requirements, professional judgment, and risk tolerance, and is responsible for any action, configuration, publication, remediation, or business decision taken based on AI Output.

7.3 Customer shall guard against automation bias, over-reliance, prompt injection, data leakage, erroneous tool invocation, privilege escalation, multi-Agent collaboration risks, and third-party Agent risks. Customer shall implement appropriate human oversight, approval checkpoints, permission boundaries, tool allowlists, log audits, testing, validation, and rollback mechanisms based on task risk.

7.4 Unless expressly authorized by the parties or by Customer through system configuration, automated actions by Obsy Agents affecting production environments, critical systems, third-party systems, fee-related resources, or security policies should preferentially operate in recommendation, draft, pending-approval, or reversible-action modes. Customer acknowledges that automated actions authorized by Customer may affect system configurations, service status, notification processes, ticket status, costs, and business continuity.

7.5 If Customer displays, publishes, disseminates, delivers to a third party, or otherwise uses AI Output as generated or synthetic content, Customer shall independently assess and comply with applicable artificial intelligence governance, generated content labeling, intellectual property, personal data protection, consumer protection, advertising, unfair competition, and other laws and regulations.

7.6 Guance may filter, block, restrict, prompt, record, audit, or manually review certain inputs, outputs, tasks, or Agent behaviors for security, compliance, quality, risk control, or product experience purposes. Such measures do not relieve Customer of its responsibility for its content, configurations, authorizations, and use results.

Section 8. Intellectual Property¶

8.1 The Guance platform, the Obsy AI Services, and all related systems, technical solutions, model orchestration, Agent capabilities, billing systems, interfaces, page designs, interaction processes, database structures, documentation, brand identifiers, trademarks, trade names, domain names, and other intellectual property and lawful interests are owned by Service Provider or its lawful rights holders.

8.2 Nothing in these Terms transfers any intellectual property or other proprietary rights to Customer by reason of service provision, subscription, account activation, Agent activation, issuance of promotional credits, or Customer's use of the Obsy AI Services.

8.3 Subject to Customer's compliance with these Terms, applicable laws and regulations, and third-party rights requirements, Customer may use AI Output generated by the Obsy AI Services from Customer inputs, Customer Data, or Customer tasks for Customer's internal business purposes. Customer is responsible for confirming that such output does not infringe third-party rights, violate laws or regulations, or prove unsuitable for Customer's intended scenario.

8.4 Service Provider may use feedback, suggestions, requirements, issue reports, or improvement comments provided by Customer for product optimization, service improvement, issue remediation, and capability iteration, provided that Service Provider does not disclose Customer Confidential Information or violate applicable laws, regulations, or agreements between the parties.

Section 9. Service Levels, Support, and Security Actions¶

9.1 Guance will provide the Obsy AI Services in accordance with its then-current service standards and will use commercially reasonable efforts to maintain service availability, stability, and security. Service availability, maintenance windows, incident response, recovery objectives, technical support scope, support channels, and support hours are subject to the service level agreement, support policy, service description, Order, or other document agreed by the parties.

9.2 The Obsy AI Services depend on the internet, cloud infrastructure, model services, third-party networks, data source status, Customer permission configuration, Customer system environments, third-party integrations, and related public services. These factors may affect service access, task execution, response speed, output quality, Credits or Token consumption, and result availability.

9.3 Guance may perform necessary system maintenance, upgrades, migration, expansion, model updates, security hardening, fault remediation, or emergency actions and will use reasonable efforts to reduce impact on Customer's business. For planned maintenance, Guance will provide advance notice through website announcements, in-product notices, email, or other reasonable methods, except in cases of emergency maintenance, security actions, or unforeseeable events.

9.4 If Guance reasonably determines that Customer inputs, tasks, calls, Agent behaviors, data authorizations, or use methods involve illegality, infringement, security risk, abnormal consumption, attack risk, billing risk, or potential harm to Guance, other users, or third parties, Guance may issue prompts, block, restrict, suspend, terminate, disable interfaces, freeze relevant functions, or take other necessary measures.

Section 10. Confidentiality¶

10.1 Each party shall keep confidential any non-public business, technical, product, data, pricing, model, interface, documentation, customer, operational, or other confidential information of the other party obtained in connection with the formation or performance of these Terms, and shall use such information only as necessary to perform these Terms.

10.2 Confidentiality obligations do not apply to information that is publicly available through no breach by the receiving party; lawfully known by the receiving party before disclosure; lawfully obtained from a third party with the right to disclose it; independently developed without use of the disclosing party's confidential information; or required to be disclosed under applicable law, regulation, or order of a governmental, judicial, or administrative authority.

10.3 The confidentiality obligations in this Section survive termination of these Terms until the relevant information no longer qualifies as confidential or the parties agree otherwise.

Section 11. Disclaimers¶

11.1 Customer shall access and use the Obsy AI Services lawfully, compliantly, and prudently, and is responsible for its business activities, data content, system configurations, internal controls, permission management, use of AI Output, Agent authorization, task execution, and business decisions made based on the services.

11.2 To the extent permitted by law, Guance is not responsible for: service interruptions or performance delays caused by force majeure; issues caused by third-party networks, cloud resources, model services, carriers, browsers, endpoint environments, third-party integrations, or Customer systems; issues caused by Customer configuration, operation, authorization, integration, permission management, or credential management; output deviations, task failures, erroneous actions, or unavailable results caused by Customer inputs, data quality, missing context, unclear task objectives, insufficient permissions, third-party system errors, or improper automated approval configuration; losses caused by Customer's breach of these Terms, service rules, or applicable laws or regulations; or data loss, damage, abnormal access, business interruption, or usage consumption outside Guance's reasonable control.

11.3 The Obsy AI Services are provided on an as-is and as-available basis. Except as expressly required by law or agreed in writing by the parties, Guance does not warrant that the Obsy AI Services will meet Customer's specific purpose, specific business scenario, specific compliance requirements, be uninterrupted, error-free, fully accurate, continuously successful, necessarily identify issues, necessarily resolve incidents, or be free from external risks.

11.4 Product documentation, AI answers, root cause analysis, diagnostic suggestions, automated remediation suggestions, support responses, sample configurations, alert rules, dashboard generation results, reports, or best practices provided by Guance are for reference only. Customer shall independently assess and assume responsibility for use results based on its business, system environment, compliance requirements, and risk tolerance.

Section 12. Limitation of Liability¶

12.1 To the extent permitted by law, Guance's aggregate liability arising out of or relating to these Terms or the Obsy AI Services is subject to the limitation of liability in the master agreement, Order, or other document agreed by the parties. If no such limitation is expressly provided, Guance's aggregate liability shall not exceed the total service fees actually paid by Customer for the affected Obsy AI Services during the twelve (12) months preceding the relevant event.

12.2 To the extent permitted by law, Guance shall not be liable for indirect losses, loss of anticipated revenue, loss of business opportunity, loss of profits, loss of goodwill, data loss, business interruption, cost of substitute services, punitive damages, or other special, incidental, or consequential damages, regardless of whether such losses are asserted under contract, tort, negligence, strict liability, or any other legal theory.

12.3 The limitations in these Terms do not apply to liability that cannot be limited under applicable law.

Section 13. Term, Suspension, and Termination¶

13.1 These Terms become effective when Customer accepts them online, activates Obsy AI, purchases or renews an Agent, first uses a metered AI capability, or otherwise begins using the Obsy AI Services, and remain effective while Customer uses the Obsy AI Services.

13.2 Upon expiration of subscription, cancellation of subscription, termination of an Order, termination as otherwise agreed by the parties, or Customer ceasing use of the Obsy AI Services and closure of related accounts, permissions, or Workspaces, rights and obligations relating to service access under these Terms will terminate accordingly.

13.3 If Customer breaches these Terms, Guance service rules, an Order, or applicable laws or regulations, or if Customer has outstanding fees, abnormal transactions, attempts to bypass billing, abnormal calls, attack risk, security risk, infringement risk, or other circumstances that may harm Guance, other users, or third parties, Guance may issue reminders, restrict functions, suspend tasks, disable interfaces, freeze accounts, terminate services, or pursue liability in accordance with applicable law.

13.4 After service termination, Customer shall stop accessing and using the Obsy AI Services. Guance may close related accounts, permissions, API access, Agents, tasks, and service resources, and process Customer Data, task logs, billing records, and AI interaction records in accordance with these Terms, the data processing agreement, privacy policy, and applicable data retention policy.

13.5 Sections concerning intellectual property, data and security, confidentiality, disclaimers, limitation of liability, fee settlement, governing law and dispute resolution, and any other provisions that by their nature should survive, survive termination of these Terms.

Section 14. Governing Law and Dispute Resolution¶

14.1 The governing law and dispute resolution provisions in the applicable master agreement, Order, or other document agreed by the parties apply first to these Terms.

14.2 If the applicable master agreement, Order, or other agreed document does not expressly address a dispute relating to these Terms, these Terms and any dispute arising out of or relating to the Obsy AI Services shall be governed by the laws of the Hong Kong Special Administrative Region, without regard to conflict-of-law rules. The parties shall first attempt to resolve disputes amicably. If no resolution is reached, either party may bring proceedings before a court of competent jurisdiction in the Hong Kong Special Administrative Region, unless mandatory law provides otherwise.

Section 15. Miscellaneous¶

15.1 These Terms constitute the AI-specific agreement between Service Provider and Customer with respect to the Obsy AI Services and supersede all prior oral or written understandings relating to the Obsy AI Services, except to the extent an Order, data processing agreement, confidentiality agreement, service level agreement, supplemental agreement, or other written document agreed by the parties provides otherwise.

15.2 Service Provider may update these Terms due to business development, service adjustments, price changes, model capability changes, changes in laws or regulations, regulatory requirements, or AI governance requirements, and may notify Customer through website announcements, in-product notices, email, pricing pages, Order pages, or other reasonable means. Customer's continued use of the Obsy AI Services after the updated Terms become effective constitutes acceptance of the updated Terms.

15.3 If any provision of these Terms is held invalid, illegal, or unenforceable, the validity of the remaining provisions will not be affected. The parties shall replace the affected provision with a lawful, valid, and enforceable arrangement that most closely reflects the original intent.

15.4 Headings in these Terms are for convenience only and do not affect interpretation. Notices relating to these Terms may be delivered through in-product notices, email, Service Provider website announcements, Order pages, pricing pages, or other means agreed by the parties. Electronic notices are deemed delivered when successfully sent or when the announcement is published, unless applicable law or the parties' agreement provides otherwise.