Service Level Agreement

This Service Level Agreement (SLA) sets forth the service levels and indicators of AI capabilities provided by Aidge to its customers.

1.Definition

Valid Request: Requests received by the Aidge server considered valid, excluding the following types of requests:

• Requests that

• fail to pass gateway-side service verification and authentication (HSF-type requests for internal business is not applicable)

• requests for which payment is outstanding (HSF-type requests for internal business is not applicable)

• requests with illegal parameter validation (status code 700) or requests subjected to rate limiting (status code 501), and requests with potential risks due to failed content risk verification (status code 1000).

• Requests initiated by customer applications that are subject to hacking attacks.

Failed Request: A failed request first should be a valid request, however it fails due to either the failure of Aidge server processing or the failure of our gateway processing (HSF-type requests for internal business is not applicable).

2. Service Availability

2.1 Calculation Method for Service Availability

The service levels in relation to the provision of the Product shall be determined based on the service availability metric which is calculated in 5-minute intervals as follows:

Service Availability Metric=（1-\frac{5 min Total FailedRequest}{5minTotalValidRequest}）*100%

2.2 Service Availability Commitment

With respect to the Products set out in the table below, Aidge shall ensure that the service availability achieves the respective figures.

Product	Service Availability
Product Title Generation	>=99%
Product Description Generation	>=99%
Marketing Message Generation	>=99%
Product Text Translation	>=99%
Live Chat Translation	>=99%
Image Translation	>=99%
Image Elements Removal	>=99%
Image Elements Detection	>=99%
Image Cropping	>=99%
Image Upscale	>=99%
Image Background Remover	>=99%
Background Generator（Results Query）	>=99%
Virtual Model Alternation （Results Query）	>=99%
Virtual try-on （Results Query）	>=99%
Automatic Customer Review Reply	>=99%

2.3 Exclusions to Aidge's Service Availability Commitment

If Aidge fails to meet the above service availability commitment, customers can contact Aidge to negotiate a resolution. The negotiation scope does not cover requests or service unavailability caused by the following reasons.

(1) System maintenance conducted by Aidge after prior notification to customers, including cutting over, repairs, upgrades, and simulated failure drills;

(2) Network or equipment failures or configuration adjustments outside of the devices belonging to Aidge's provided links;

(3) Application disruptions caused by hacker attacks;

(4) Loss or leakage of data, passwords, or other sensitive information due to improper customer maintenance or confidentiality practices;

(5) Negligence or operations authorized by the customer that result in service disruptions;

(6) Service disruptions caused by the customer's failure to follow Aidge's product usage documentation or recommendations;

(7) Force majeure events.

Aidge will provide incident review and SOP action to ensure the SLA standard is met.