<p class="shortdesc"></p> <p class="p">CA Certificates Service Service Level Agreement (SLA)</p> <p class="p">The CA Certificates Service<em class="ph i">Service Level Agreement</em> is an effective agreement (hereinafter referred to as the "Service Agreement") entered into by and between Shenzhen Ping An Communication Technology Co., Ltd. (hereinafter referred to as "Ping An Cloud") and you (hereinafter referred to as the “User”) concerning the CA Certificates Service related matters provided by Ping An Cloud.By affixing a seal, clicking "confirm" on web pages, or accepting the Service Agreement in other ways including but not limited to actually using the CA Certificates Service without clicking to confirm the Service Agreement, it is deemed that that you have agreed with Ping An Cloud and accepted all provisions contained herein.In the event of any inconsistency between the text sealed by the two parties and the text of the Service Agreement accepted by clicking "confirm" on web pages of Ping An Cloud or in other ways, the text sealed by the two parties shall prevail.When ordering CA Certificates Service on the Ping An Cloud's website (https://pinganyun.com), in addition to the Service Agreement, you shall also abide by the CA Certificates Service order you purchased as well as the Ping An Cloud Products and Services Usage Agreement.The order is an effective part of the Service Agreement.The Service Agreement, the order and the Ping An Cloud Products and Services Usage Agreement constitute a legal document that binds Ping An Cloud and you together.</p> <p class="p">Unless otherwise defined in this Service Agreement, the following terms shall have the meanings set forth below:</p> <p class="p">Ping An Cloud website refers to the Ping An Cloud official website with the domain name of https://pinganyun.com.</p> <p class="p">Ping An Cloud refers to Shenzhen Ping An Communication Technology Co., Ltd., namely provider of Ping An Cloud products and/or services (including CA Certificates Service prescribed in the Service Agreement).</p> <p class="p">Ping An Cloud products and services demonstrated refer to the products and services and provided to users on the website of Ping An Cloud.</p> <p class="p"><strong class="ph b">1. </strong><strong class="ph b">Service Scope</strong></p> <p class="p">"Service" in the Article refers to the CA Certificate purchase service shown on the https://pinganyun.com.cn/ website and related technical and network support services provided by Ping An Cloud.</p> <p class="p"><strong class="ph b">2. </strong><strong class="ph b">Service Content</strong></p> <p class="p">CA Certificates Service is a full lifecycle management service of certificates provided by the Ping An Cloud OneConnect Financial Cloud Ping An Cloud together with world-famous digital certificate service organizations. It helps you achieve HTTPS of your website, enables trusted identity authentication and anti-hijacking, anti-tampering, anti-listening, and simplifies the deployment of certificates, etc.</p> <p class="p"><strong class="ph b">3. Service Mode</strong></p> <p class="p">With the subscription charging model, if the customer pays the service fee for multiple months at one time, the monthly service fee will be calculated according to the number of months purchased.</p> <p class="p"><strong class="ph b">4. Service Fee</strong></p> <p class="p">(1) Ping An Cloud CA Certificates Service fees shall be subject to the charging mode and standard in effect at that time published on Ping An Cloud Portal. </p> <p class="p"><strong class="ph b">(2) The payment must be completed and the detailed information of the application certificate must be filled in according to the guidelines of Ping An Cloud's official website and submitted to form an order before Ping An Cloud begins to provide services.</strong><strong class="ph b">The validity period of a digital certificate starts from the date of issuance of the certificate.</strong></p> <p class="p"><strong class="ph b">5. Service Standard</strong></p> <p class="p">(1) Ping An Cloud provides services to you in accordance with the Agreement and the service standards on the product page.</p> <p class="p">Ping An Cloud offers 24/7 operation and maintenance services for paying Users, and provides technical support in forms of online tickets and fault reporting call. </p> <p class="p">(3) Ping An Cloud will eliminate your non-human operation failures, except for your reasons and/or force majeure and matters beyond the control of Ping An Cloud.</p> <p class="p">(4) Ping An Cloud shall provide the promised technical support, but shall not bear the impact and losses caused by your reasons (including but not limited to human management omissions, self-security management, etc.).</p> <p class="p"><strong class="ph b">6.2 Service Availability Commitment</strong></p> <p class="p">The availability of CA Certificates Purchase Service shall be not less than 99.00%</p> <p class="p"><strong class="ph b">7. Failure Recovery Ability</strong></p> <p class="p">Ping An Cloud offers 24/7 operation and maintenance services for paying Users, and provides technical support in forms of online tickets and fault reporting call.It implements a complete series of fault emergency response mechanisms including fault monitoring, auto-alarming, fast positioning and quick recovery.</p> <p class="p"><strong class="ph b">8. Service Change and Termination</strong></p> <p class="p">8.1 Service Change</p> <p class="p">Both parties can request to change the Service Agreement.If it is requested by the User, the User shall submit a written to Ping An Cloud to explain the contents to be changed and the reason for change; if the request is proposed by Ping An Cloud, Ping An Cloud shall submit a written request to the User representative to explain the contents to be changed and the reason for change.</p> <p class="p">When one party receives an agreement change request from the other party, the representatives of both parties shall arrange a negotiation on the content of the agreement change within 5 working days.The agreement change shall be approved by both parties, and the changed new version shall take effect upon signature by both parties.</p> <p class="p">8.2 Service Termination</p> <p class="p">The provisions of the Agreement shall come into force as of the execution date hereof and be terminated upon the fulfillment of all the obligations (including the warranty obligation) of both parties (unless terminated in advance).The provisions hereof can be terminated upon a written notice by one party in the following cases:</p> <p class="p">Where one party severely breaches any of its obligations under the Agreement and fails to remedy the breach within thirty (30) days after the other party has given a written notice specifying the breach, the non-breaching party has the right to terminate the Agreement after sending the written notice to the breaching party.</p> <p class="p">Except situations that are forbidden by applicable bankruptcy laws, if either party, for the interests of creditors, is designated with recipient or asset assignee, or bankrupts or becomes insolvent, the other party shall terminate the Agreement after sending the written notice to the party.</p> <p class="p"><strong class="ph b">9. Service Compensation</strong></p> <p class="p">9.1 Compensation Scope</p> <p class="p">If the CA Certificates Service purchased by the User are unable to be used normally because of the failure of Ping An Cloud, design flaws, or misoperation, Ping An Cloud shall compensate the User for the unavailable period, excluding the unavailable period caused by the following reasons:</p> <p class="p">(1) System maintenance after pre-notification, including cutover, repair, upgrade and simulated failure drills;</p> <p class="p">(2) Any network and equipment failure or configuration adjustment other than the equipment to which Ping An Cloud belongs;</p> <p class="p">(3) The User's application or data information is caused by a hacker attack;</p> <p class="p">(4) The loss or leakage of data, passwords, etc. due to improper maintenance or unintentional disclosure of the customer;</p> <p class="p">(5) Unavailable conditions caused by the User's own operation of the system;</p> <p class="p">(6) Unavailable conditions the User's applications or installation activity;</p> <p class="p">(7) The negligence of the customer or operations authorized by the customer;</p> <p class="p">(8) The customer’s failure to observe the documentation or usage guidelines for Ping An Cloud products;</p> <p class="p">(9) Force majeure.</p> <p class="p">(10) Other reasons not caused by Ping An Cloud.</p> <p class="p">9.2 Compensation Scheme</p> <p class="p">According to the type of CA Certificates purchased by the user under a Ping An Cloud account, compensation will be made according to the actual purchase cost (excluding the cost deducted by the voucher).Compensation is limited to the vouchers for CA Certificates Service, and the total amount of compensation shall not exceed the purchase amount of the User.</p> <p class="p">9.3 Time Limit of Compensation Claim Deadline</p> <p class="p">The customer must submit an application for compensation within one month from the date of purchase.Any claim beyond the application time limit will not be accepted.</p> <p class="p">9.4 Description of Compensation Limit</p> <p class="p">Ping An Cloud will convert the compensation fee into equivalent vouchers, which cannot be withdrawn.The maximum compensation shall not exceed the actual purchase amount.</p> <p class="p"><strong class="ph b">10. Miscellaneous</strong></p> <p class="p">Ping An Cloud shall have right to modify provisions of the SLA.If there is any change in this Service Agreement, Ping An Cloud will publish it on the website or inform you by sending an email.If you disagree with the modifications to the provisions of the Agreement made by Ping An Cloud, you are entitled to terminate your usage of the relevant services.If you continue to use relevant services, it is deemed that you accept the modified SLA.</p>