<p style="text-align: center;">Service Level Agreement</p> <p>This Service Level Agreement (&quot;SLA&quot;) stipulates the service availability level indicators and compensation plans of Ping An Cloud RPA Robee (&quot;Robee&quot;) provided to customers.</p> <p>&nbsp;</p> <p><strong>1.&nbsp;&nbsp;</strong><strong>Definitions</strong></p> <p><strong>Service period</strong>: a service period is a natural year. If a client uses the Robee product/service for less than a year, then the cumulative use time of the Robee product/service was taken as a service period.</p> <p><strong>&nbsp;</strong></p> <p><strong>The total number of minutes of the service period: </strong>calculated on the basis of twenty-four (24) hours per day, seven (7) days per year. If the customer uses the Robee product for less than one year, the total number of minutes of the Robee product is used as the total number of minutes of the service period.</p> <p>&nbsp;</p> <p><strong>Minutes for which the service is unavailable</strong>: When the following conditions occur within a certain minute, the service is considered unavailable:<br /> (1) Robee products are not connected during operation or are not operational;<br /> (2) The Robee client cannot be logged in, reinstalled or scripted, or cannot execute scripts;<br /> (3) The services provided by Robee intelligent scheduling platform such as cluster management, project management, scheduling management, task management and other functions are continuously unavailable;<br /> The sum of the minutes that the Robee product/service is unavailable during a service period is the number of minutes the service is unavailable.</p> <p>&nbsp;</p> <p><strong>2.&nbsp;&nbsp;</strong><strong>Service availability</strong></p> <p>Service availability is measured in the form of a single Robee product/service as follows:<br /> Service availability = ((Total number of minutes of a service period - number of minutes of service unavailable) / total number of minutes of the service period) &times; 100%<br /> Robee product service availability is no less than 99.90%. If Robee product/service does not meet the above availability commitment, the customer can obtain compensation according to Article 3 of this agreement. The scope of compensation does not include the time when the service is unavailable due to the following reasons:<br /> (1) Service unavailability caused by the system maintenance of which Ping An Cloud notifies the customer in advance, including cutover, maintenance, upgrade and simulated fault drill; &nbsp;<br /> (2) service unavailability caused by any network, equipment failure or configuration adjustment other than the equipment of Ping An Cloud;<br /> (3) service unavailability caused by hacker attacks on the client&#39;s application;<br /> (4) Service unavailability caused by improper maintenance or improper confidentiality, resulting in loss or leakage of data, passwords, etc.;<br /> (5) Service unavailability caused by the&nbsp; customer&#39;s negligence or any operation authorized by the customer;<br /> (6) Service unavailability as a result that the customer did not follow the documents or suggestions on using the products of Ping An Cloud;<br /> (7) Caused by force majeure.</p> <p><strong>&nbsp;</strong></p> <p><strong>3.&nbsp;&nbsp;</strong><strong>Compensation plan</strong></p> <p>3.1 Compensation standard</p> <p>Regarding the service availability for a service period of the Robee product/service, the duration of compensated services shall be calculated according to the criteria in the table below</p> <ul> <li>The compensation is only for the users who have incurred expenses for using the Robee product/service (excluding expenses offset with vouchers), and the compensation shall be made in the form of duration of compensated Robee product /service rather than cash rebates.</li> <li>The duration of the compensated services may not exceed the annual duration of services for the customer regarding the Robee product for the year in which the service availability commitment fails to be realized.</li> </ul> <table border="1" cellpadding="0" cellspacing="0"> <tbody> <tr> <td style="vertical-align:top"> <p>Service availability</p> </td> <td style="vertical-align:top"> <p>Duration of compensated service</p> </td> </tr> <tr> <td style="vertical-align:top"> <p>Less than 99.9% but equal to or more than 99.00%</p> </td> <td style="vertical-align:top"> <p>15% of the annual duration of services</p> </td> </tr> <tr> <td style="vertical-align:top"> <p>Less than 99.00% but equal to or more than 95.00%</p> </td> <td style="vertical-align:top"> <p>30% of the annual duration of services</p> </td> </tr> <tr> <td style="vertical-align:top"> <p>Less than 95.00%</p> </td> <td style="vertical-align:top"> <p>100% of the annual duration of services</p> </td> </tr> </tbody> </table> <p>3.2&nbsp;Time limit for compensation</p> <p><strong>Claims for compensation must be limited to two (2) months after the end of the relevant year in which Robee Product/Service has not reached availability. An application for compensation beyond the time limit for application is deemed as a waiver of claim.</strong></p> <p>&nbsp;</p> <p><strong>4.&nbsp;</strong><strong>Others </strong></p> <p>Ping An Cloud has the right to modify the terms of this SLA. If there are any modification to the terms of this SLA, Ping An will notify you 30 days in advance by posting an announcement on the website or sending an email to you. If you do not agree with Ping An Cloud&#39;s modifications to the SLA, you have the right to stop using the Robee product/service. If you continue to use the Robee product/service, you are deemed to accept the modified SLA.</p>