Service Level Agreement

Service Availability Target:

CloudPilot AI will use commercially reasonable efforts to ensure that the availability of the Service reaches at least 99.95% in each calendar month. This period does not include Planned Downtime (as defined below) and unavailability caused by failures of third-party suppliers, Internet problems, emergencies, or force majeure events, or other reasons beyond CloudPilot AI's reasonable control. CloudPilot AI's service will only be considered unavailable if a component cannot launch a replacement instance in the Party A's cluster.

Planned Downtime:

If CloudPilotAI’s Services are unavailable due to system maintenance, backup, or upgrade needs, CloudPilot AI must notify Party A at least three days before the planned downtime (“Planned Downtime”).

Unplanned downtime:

"Unplanned downtime" refers to the time when CloudPilot AI's service cannot perform operations other than planned downtime, and does not include unavailability caused by failures of third-party suppliers, Internet problems, emergencies, or force majeure events, or other reasons beyond CloudPilot AI's reasonable control. If the use of CloudPilot AI's service is interrupted, CloudPilot AI may decide to take one or more of the following measures at its sole discretion:

1. To purchase the right to use CloudPilot AI’s services for Party A;
2. Replace CloudPilot AI’s services with other suitable services or products;
3. Refund any unused fees prepaid by the Customer for CloudPilot AI’s Services or the affected portion.

Service Level Objectives:

If CloudPilot AI fails to achieve the service availability objectives specified in this Service Level Agreement, Party A may notify CloudPilot AI in writing to resolve the stated issues or concerns. CloudPilot AI will provide Party A with a written plan within an appropriate period (not less than 15 days and not more than 45 days) to resolve the stated issues or concerns. If CloudPilot AI fails to complete the obligations specified in the remediation plan, Party A shall notify CloudPilot AI in writing of any issues or concerns that have not been resolved to its reasonable satisfaction and shall have the right to terminate this Contract immediately.

This Service Level Agreement sets forth Party A’s sole and exclusive remedy for CloudPilot AI’s failure to meet applicable Service Availability Objectives, and CloudPilot AI’s entire liability for any failure to meet relevant Service Availability Objectives.