Guance SaaS Service Level Agreement¶

Effective Date: August 20, 2024

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

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 shall be considered as one service period.

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

1.3 Service Instance: A "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), or if a single service fails for 15 minutes, or multiple services fail simultaneously for more than 15 minutes, the Guance SaaS service instance is considered unavailable during that period. The sum of unavailable minutes for a single Guance SaaS service instance within a service period constitutes the 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 within a calendar month (excluding vouchers, discount coupons, etc.).

1. Service Availability

2.1 Service Availability Calculation Formula

Service availability is calculated on a per-service instance basis as follows:

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

2.2 Service Availability Commitment

The availability of the Guance SaaS service shall not be less than 99.90%, meaning the monthly unavailable time shall not exceed 43.2 minutes. If the Guance SaaS service instance fails to meet the aforementioned availability commitment, the user may obtain compensation as stipulated in Section 4 of this agreement.

1. Service Unavailability

3.1 The following situations are considered service unavailability:

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

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

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

(4) Data write failure rate exceeding 15% for more than 10 minutes due to Guance's failure, excluding DataKit configuration (such as inconsistent Pipeline cutting fields causing type conflicts leading to center write failures);

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

(6) Inability to return saved content normally within 5 minutes after logging in to Guance and performing a standard query, including but not limited to incomplete content display, irregular display, timeout errors, other error reports, etc.;

3.2 Exclusions

The following situations are not counted as service unavailability:

(1) System maintenance conducted by Guance with at least 12 hours' prior notice to the user during working hours, including but not limited to equipment, system, software service inspections, maintenance, optimizations, as well as cutovers, maintenance, simulation drills, etc., resulting in planned availability fluctuations (within 120 minutes on working days, within 240 minutes on non-working days, exceeding this duration requires a separate explanation and user confirmation);

(2) Failures or configuration adjustments outside the network and equipment required for the normal operation of Guance services;

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

(4) Loss or leakage of data, passwords, etc., due to improper maintenance or confidentiality by the user;

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

(6) User's failure to follow Guance product documentation or usage recommendations;

(7) Large-scale sudden increase in data traffic by the user (exceeding 100% growth compared to the same hour on the previous working day, with a minimum growth of 50 million documents, including logs, traces, RUM, events, tests, infrastructure, etc.) without prior written notice to Guance, resulting in 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), and 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 submit compensation applications for instances that did not meet the service availability commitment in the previous month after the fifth (5th) working day of each calendar month. Compensation applications must be submitted via ticket or email no later than two (2) months after the end of the month in which the Guance SaaS service failed to meet the service availability commitment.

1. Others

Service Availability Compensation Standards

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