TrueWatch SaaS Service Level Agreement (SLA)

Effective date: 20 August 2024

This Service Level Agreement (“SLA”) specifies the service availability metrics and compensation plans offered by TrueWatch to users for the TrueWatch SaaS services (referred to as "TrueWatch SaaS Services").

1. Definitions

1.1 Service Period: A service period refers to one calendar month. If the User uses the TrueWatch SaaS services for less than one calendar month, the cumulative usage time of the TrueWatch SaaS Services within that partial month shall still be considered as one complete service period.

1.2 Total Service Period Minutes: Calculated as total days in the service period 24 hours 60 minutes.

1.3 Service Instance: The "workspace" created by a user on the TrueWatch SaaS site.

1.4 Service Downtime Minutes: The period during which all attempts to establish a connection with a specified TrueWatch SaaS service instance fail for 5 consecutive minutes or longer. Each such duration is recorded as service downtime for the affected TrueWatch SaaS service instance. The total Service Downtime Minutes for a single TrueWatch SaaS service instance in a service period is the cumulative sum of all such downtime durations within that period.

1.5 Monthly Service Fees: The cash payment portion of the bills incurred by a user for a single TrueWatch SaaS service instance during a calendar month (excluding any non-cash elements such as vouchers, discount coupons, or other promotional credits).

2. Service Availability

2.1 Service Availability Calculation Formula

Service availability for an individual service instance is calculated using the following formula: Service Availability = (Total Service Period Minutes−Service Downtime Minutes) ×100% Total Service Period Minutes

Where:

• Total Service Period Minutes is the total number of minutes in the service period (as defined in Clause 1.2).

• Service Downtime Minutes is the cumulative duration of downtime for the specific service instance during the service period (as defined in Clause 1.4).

2.2 Service Availability Commitment

TrueWatch SaaS service availability is guaranteed to be no less than 99.90%, which equates to the downtime per month of ≤ 43.2 minutes. If the TrueWatch SaaS service instance does not meet the availability commitment, the User may be eligible to receive compensation in accordance with the provisions of Article 4 of this Agreement. Compensation will be calculated and issued as detailed in Article 4, subject to applicable limitations and exclusions.

3. Service Downtime

3.1 The following scenarios are considered service downtime, provided they persist for the specified durations and are due to reasons not attributable to the User’s own network or devices:

1. Inability to log into TrueWatch (the SaaS platform) or or load/display pages for more than 5 consecutive minutes.

2. Failure of data queries via various data viewers, dashboards or monitors (with the query interface returning a 5xx error code) for more than 5 consecutive minutes.

3. Monitors failing to operate according to configured rules for more than 15 consecutive minutes.

4. Non-DataKit configuration issues (such as inconsistent field slicing in Pipelines causing type conflicts) leading to data write failures due to TrueWatch faults, with a failure rate exceeding 15% for more than 10 consecutive minutes.

5. The TrueWatch official DataKit data collector's interface continuously receiving a 5xx error for more than 10 minutes.

6. Successful login to TrueWatch is achieved, but standardized system queries to retrieve saved content fail to display expected results or respond within 5 minutes. Such failures include incomplete content display, erratic or irregular formatting of displayed content, timeout errors or other system-generated error messages, it is considered as malfunction.

3.2 Exceptions

The following scenarios are not considered service downtime, and their durations will not be included in the calculation of downtime:

1. System maintenance that has been notified to users at least 12 hours in advance during working hours, including but not limited to inspection, maintenance, optimization of equipment, systems, software services and planned availability fluctuations due to cutovers, maintenance or drills (Within 120 minutes during working days and within 240 minutes during non-working days. If exceeding these durations, additional explanations must be provided and user confirmation obtained).

2. Failures or configuration adjustments of external networks or devices that TrueWatch Services rely on, which are beyond TrueWatch’s control.

3. The user's application being compromised by a hacker attack, as determined afterward by both parties. Determination shall be based on system logs, incident reports or any other reasonable methods.

4. Loss or leakage of data, commands, passwords, or other sensitive information caused by the User’s improper maintenance, handling, or failure to ensue confidentiality.

5. Negligence or operations authorized by the User hat result in service issues.

6. The User’s failure to comply with TrueWatch product documentation, usage guidelines, or recommended best practices.

7. A massive and sudden increase in data traffic not notified to TrueWatch in advance (exceeding a 100% increase from the same hour on the previous working day with a minimum increase of 50 million documents, including logs, links, user access monitoring, events, dial tests, infrastructure, etc.).

8. Force majeure events, such as natural disasters, wars, government actions, or other unforeseeable and uncontrollable circumstances. No service fees will be charged to the User for these.

4. Compensation Plan

4.1 Compensation Standards For each TrueWatch SaaS service instance, compensation will be calculated based on the monthly service availability of the specific instance according to the standards in Table 5. The compensation will be issued as service credits, will not exceed 100% of the monthly service fees paid by the User for the affected instance in the month where the service availability commitment was not met. Service credits can be applied toward future invoices and are not redeemable for cash.

4.2 Compensation Application Deadline Users may submit claims for compensation for any instance that did not meet the service availability commitment after the 5th working day of each month for the previous month’s service availability. All claims must be submitted no later than 2 months after the end of the month in which the TrueWatch SaaS service availability was not met, either through a support ticket or via email to the designated support address ([email protected]).

5. Other

Compensation standards for service availability disruptions will be maintained in accordance with the guidelines and commitments outlined in this Agreement. TrueWatch is committed to ensuring users are compensated fairly for any disruptions to service availability, unless in the cases of force majeure events or User-caused downtime

TrueWatch reserves the right to amend the terms of this SLA. If any changes are made to the SLA, TrueWatch will provide you with at least 3 days' advance notice through a website announcement or by sending an email.

1/22/20251/22/2025