TWAI Service Level Agreement (SLA)
Edition2026/05/25 V1
This Taiwan AI Cloud Corporation Service Level Agreement (this “SLA”) is an agreement between Taiwan AI Cloud Corporation (hereinafter as “TWAI”) and Customer with respect to the use of TWAI Service. This SLA constitutes an integral part of TWAI Service Agreement between TWAI and Customer. In the event of any inconsistency between the terms of this SLA and the terms of the TWAI Service Agreement, the terms and provisions of this SLA shall govern and control, but only to the extent of such inconsistency.
From time to time TWAI will update the terms of this SLA on its official website, and the latest version shall apply to both parties.
I. Definition
1. "Downtime" refers to the cumulative number of minutes that a customer is unable to use the company's services. Downtime is calculated based on the server's error rate.
2. "Credit" refers to a credit amount based on New Taiwan Dollars. If the service fails to meet the service level target and meets the requirements stipulated in the terms of the SLA, it can be used to offset the monthly service fee of the affected service.
3. "Percentage of normal operating time per month" is calculated by subtracting the cumulative downtime minutes from the total operating time minutes for the month, and then dividing by the total operating time minutes for the month.
II. Service Level Objective and Service Credit
1. Our company sets a Service Level Objective (SLO) based on providing a percentage of uptime per month that is greater than or equal to a specific percentage. The percentage values for each service item are shown in the table below:
| Service item | Percentage |
|---|---|
| High-performance Computing | 99.9% |
| Container Compute Service | 99.9% |
| Virtual Compute Service | 99.95% |
| Cloud Object Storage | 99.95% |
| Hyper File System | 99.95% |
| Virtual Disk Service / Virtual Storage Service | 99.95% |
| Internet Connection/ Networking & Security Services | 99.95% |
| T-Proof | 99.9% |
| Virtual K8s Service | 99.9% |
| OneAI — | |
| OneAI — Training Job | 99.9% |
| OneAI — Container Service | 99.9% |
| OneAI — Storage Service | 99.9% |
| AI Foundry Service — | |
| Platform | 99.9% |
| Cloud | 99.9% |
2. If the service fails to meet the service level target, the customer may apply for a credit for the service item in accordance with paragraph (iii). The credit is based on the affected service.The credit amount shall be calculated based on the usage of the affected service during the affected period.This will allow you to receive a discount on the service fee for the following month.
3. Application and Limitations of Service Credits:
(1) To apply for service credits, the Customer must notify the customer service contact point of the Youzhiyun Platform (as specified on the Youzhiyun Platform website) within thirty (30) days from the date on which the event giving rise to eligibility occurs. The Company will evaluate all reasonably available information to determine, in good faith, whether the Customer is eligible for service credits. If eligibility is confirmed, the Company will process settlement and apply a credit to the monthly service fees within sixty (60) days after receiving the notice.
(2) The Company may deny service credits to the Customer under any of the following circumstances:
A. The Customer does not meet the eligibility requirements for service credits;
B. The Customer fails to provide notice in accordance with the prescribed procedures;
C. The Customer fails to fulfill its obligations under the SLA or the service agreement; or
D. Any other circumstances deemed by the Company to render the Customer ineligible for service credits.
(3) If the Customer purchases services through a reseller, the Customer shall follow the same notification procedures and inform the reseller. Where the Customer’s application satisfies the requirements set forth in this Agreement, the Customer shall receive the service credits and corresponding service fee adjustments directly from the reseller.
(4) Limitations on Service Credits:
A. Service credits shall be calculated based on the service fees attributable to the affected services during the affected period as specified in the Service Agreement.
B. The parties agree that service credits shall be the Customer’s sole and exclusive remedy in the event the Company fails to meet the service level objectives. Except as otherwise provided in the SLA, the Customer shall not be entitled to any reduction, offset, refund of any fees already incurred or paid, or any other form of relief.
III. SLA Exclusions
Excluded Downtime and Monthly Uptime Percentage: Any downtime caused by the following circumstances does not factor into the calculation of Downtime and/or Monthly Uptime Percentage:
1. Force majeure events, including but not limited to natural or man-made factors or changes in national policies that are beyond reasonable control: including but not limited to natural disasters, fires, floods, power outages, infectious diseases, changes in national policies or laws, terrorist attacks, embargoes or blockades, riots, strikes, disruptions or shortages in industrial supply chains, war, or other natural or man-made force majeure events that necessitate the suspension or interruption of all or part of the services.
2. Incidents not attributable to the Company: Incidents caused by customer equipment or third-party equipment and not attributable to the Company, such as customer use of services, software/hardware not provided by the Company, or external network or device failures of the Company, including but not limited to abnormal power supply (such as power outages), service interruptions caused by insufficient bandwidth of network connection operators, and inability to provide connection or service.
3. Customer’s illegal/breach of contract/incorrect use of service: If the customer violates the law or acts without authorization, fails to comply with the service contract and usage guidelines, or fails to adjust the service usage method as suggested by the company, including but not limited to incorrect input of commands or parameters, or the customer’s attempt to perform operations beyond the scope of the usage space.
Protection and Restriction: If there is any suspected abuse of Service, TWAI may suspend or restrict Customer’s right to access Service.
Regular Maintenance: TWAI may arrange facility maintenance, system check, patches update and any other maintenance operation. Shutdown due to maintenance operation is expected to not exceed 24 hours within a calendar year. All maintenance operation will be announced 7 calendar days in advance. Once an announcement is made, Customer shall arrange its schedule accordingly. TWAI will not be liable to Customer for any claims arising as a consequence of Customer’s failure to comply with the foregoing obligation.
