Guance SaaS Service Level Agreement¶

This Service Level Agreement (hereinafter referred to as "SLA") specifies the service availability level indicators and compensation plan for the Guance SaaS service (hereinafter referred to as "Guance SaaS Service") provided by Guance to users.

1. Definitions

1.1 Service Period: A service period is one calendar month. If the user uses the Guance SaaS Service for less than one month, the cumulative usage time of the Guance SaaS Service in that month will be considered as one service period.

1.2 Total Minutes in a Service Period: Calculated as the total number of days in the service period × 24 (hours) × 60 (minutes).

1.3 Service Instance: The "Workspace" created by the user in the Guance SaaS site.

1.4 Unavailable Minutes: If all attempts by the user to establish a connection with the specified Guance SaaS Service instance fail for a continuous period of 5 minutes (or longer), that period is considered as unavailable for the Guance SaaS Service instance. The sum of unavailable minutes for a single Guance SaaS Service instance within a service period is the total unavailable minutes.

1.5 Monthly Service Fee: The cash payment portion of the bill generated by the user for a single Guance SaaS Service instance in one calendar month (excluding vouchers, discount coupons, etc.).

1. Service Availability

2.1 Service Availability Calculation Formula

Service availability is calculated for a single service instance as follows:

Service Availability = (Total Minutes in Service Period - Unavailable Minutes) / Total Minutes in Service Period × 100%

2.2 Service Availability Commitment

The Guance SaaS Service availability is not less than 99.90%, meaning the monthly unavailable time is ≤ 43.2 minutes. If the Guance SaaS Service instance does not meet the aforementioned availability commitment, the user may receive compensation according to the terms of Section 4 of this agreement.

1. Service Unavailability

3.1 The following situations are considered as service unavailability:

(1) Inability to log in to Guance (SaaS site) or display pages continuously for more than 5 minutes due to reasons other than the user's own network or equipment;

(2) Data query failures (query interface returns 5xx error codes) for various data explorers, views, monitors, etc., continuously for more than 5 minutes due to reasons other than the user's own network or equipment;

(3) Monitors not running according to configured rules for more than 15 minutes;

(4) Data write failure rate exceeding 15% continuously for more than 10 minutes due to Guance's faults, excluding DataKit configuration (e.g., type conflicts caused by inconsistent Pipeline field cutting before and after writing to the center);

(5) Interface receiving 5xx error returns continuously for more than 10 minutes due to reasons other than the user's own network or equipment for the DataKit data collector officially compiled and released by Guance;

3.2 Exclusions

The following situations are not counted as service unavailability:

(1) System maintenance notified by Guance to the user 12 hours in advance during working hours, including but not limited to equipment, system, software service inspections, maintenance, optimization, and planned availability fluctuations such as cutover, maintenance, and simulation exercises;

(2) Failures or configuration adjustments outside the network and equipment on which Guance services normally rely;

(3) Application attacks by hackers recognized by both parties after the fact;

(4) Data, passwords, etc., lost or leaked due to improper maintenance or confidentiality by the user;

(5) User negligence or operations authorized by the user;

(6) User not following Guance product documentation or usage recommendations;

(7) Large-scale data traffic surge (exceeding 100% growth compared to the same hour of the previous working day, with a minimum increase of 50 million documents, including logs, traces, RUM, events, tests, infrastructure, etc.) without prior written notice to Guance, leading to reduced availability;

(8) Other force majeure events (users are also not required to bear service fees arising from such events).

1. Compensation Plan

4.1 Compensation Standards

For each Guance SaaS Service instance, compensation service vouchers are calculated based on the monthly service availability of the single instance according to the standards in the table below (Table 5). The amount of compensation vouchers shall not exceed 100% of the monthly service fee paid by the user for the month in which the service availability commitment was not met.

4.2 Compensation Application Deadline

Users may apply for compensation for instances that did not meet the service availability commitment in the previous month after the fifth (5th) working day of each calendar month. The compensation application should be submitted no later than two (2) months after the end of the month in which the Guance SaaS Service did not meet the service availability commitment, via ticket or email.

1. Others

Service Availability Compensation Standards

Guance reserves the right to modify the terms of this SLA. If there are any modifications to this SLA, Guance will notify you 3 days in advance via website announcement or email.

Based on the trusted cloud data storage persistence calculation formula P = 1-u*{[1-(1-u’)^w]}^n-1

Guance data storage persistence P = 1-0.3%*{[1-(1-0.0125%)¹]}^(3-1) ≈ 99.999999995%

Formula Explanation:

• n: n=3, each piece of data has 3 replicas
• u: u=2/12/50*100%=0.3%, monthly disk failure rate is 0.3%
• u': u'=2/12/24/50*100%=0.0125%, hourly disk failure rate is 0.0125%
• w: Data recovery time is w hours, w = detection time + recovery time = 15 minutes + 45 minutes = 1 hour