ULive Cloud Live Streaming Service Level Agreement (SLA)

The ULive Cloud Live Streaming Service Level Agreement (hereinafter referred to as “this Agreement”) specifies the general service level indicators and service cautions that UCloud Technology Co., Ltd. (hereinafter referred to as “the Company or UCloud Global”) provides to users (hereinafter referred to as “you”) ULive Cloud Live Streaming Service. This agreement is a supplement to the “UCloud Global User Agreement” and the “Cloud Service Legal Declaration and Privacy Terms”. By affixing a seal, clicking to confirm on the network page, or choosing to accept this agreement in any other way, it means that you and the company have entered into an agreement and agree to accept all the provisions of this agreement. If there are any inconsistencies between the sealed text and the service terms text accepted by clicking on the web page or by choosing to accept the agreement in any other way, the sealed text shall prevail. Please read this agreement carefully before accepting it. After reading, if you continue to use ULive services, it means you accept this agreement and agree to be bound by it; if you do not agree to this agreement, you can choose not to use the ULive service.

1. Data Right to Know

1.1 You can see the cloud broadcast usage and remaining traffic information in the product management center.

1.2 ULive cloud live streaming acceleration services cover telecom, Unicom, education network, mobile, Tietong, Changkuan in all provinces in China.

1.3 All data centers should comply with the laws of the People’s Republic of China.

1.4 Without the consent of the customer, no user data can be provided to any third party or stored in foreign data centers or used for foreign business or data analysis except for regulatory audits by government regulatory departments. In order to ensure the safety of your use of this service and the need to continuously improve the service quality, the company will record and save the related behavior logs of your login and use of this service. They are only used for sales and rewards and will not present user personal information data.

2. Service Auditability

2.1 In accordance with the legal requirements of the country, to cooperate with the regulatory audits of government regulatory departments, compliance or evidence-based investigations, etc., UCloud Global can provide the access logs generated during your use of ULive, maintenance personnel operation records, etc. to the other party.

3. Service Availability

3.1 The company promises to you that the service availability of ULive cloud live broadcasting is 99.9%. If the service availability does not reach the commitment, compensation will be made according to the service compensation terms.

3.2 Service availability definition: The service availability is the probability of the user’s monthly cloud service business available time during the contract period, that is, every month the actual available time / every month (actual available time + unavailable time). The definition of unavailable time is from the time when the user cannot use the cloud service, to the end of the cloud service returning to normal. It is calculated by the natural month, and if it does not reach a month, it is counted as a month, in minutes. An availability of 99.9% means that a single user’s monthly business available time should be at least 30 days 24 hours 60 minutes 99.9%= 43156.8 minutes, that is, there is a maximum of 30 days 24 hours 60 minutes 100%- 43156.8=43 minutes of unavailable time per month. The statistical unit of cloud service unavailability is a single cloud memory storage instance. If the unavailability of cloud service reaches more than 1 minute, each unavailability is counted as an unavailable time. If the unavailable time is less than 1 minute, it is not counted as unavailable time.

4. Business Resource Allocation Capability

4.1 When the flow of ULive customers is insufficient, the service does not interrupt, there will be technical support emails to remind, you can view the excess flow used in the product center, and make up by subsequent purchases.

5. Fault Recovery Capability

5.1 Through a series of fault control systems such as fault monitoring, fast positioning, automated recovery, and alarms, the fault recovery ability of cloud services is ensured.

6. Cloud Live Streaming Service Capabilities

6.1 The domain name used for ULive live streaming services must comply with the laws of the People’s Republic of China and complete the relevant filing with the Ministry of Industry and Information Technology of the People’s Republic of China.

6.2 Domain name legality check: ULive will regularly check the filing information of the acceleration domain name and notify by email.

6.3 Acceleration capability: ULive distributes your content to the acceleration network, and schedules users to visit the nearest data center to reduce the impact of network latency.

6.4 Add new acceleration domain name: You can add the streaming domain name or the pull stream domain name on the product console at any time.

6.5 Generate on-demand files: ULive will convert live content into on-demand files and store them according to the configuration, which is convenient for users to review and record content.

6.6 Domain name resolution: You need to configure the domain name that is ready to be accelerated to the domain name provided by ULive. ULive can achieve acceleration, tuning, fault tolerance, and expansion by changing the domain name resolution configuration. Each domain name resolution change will take effect within 10 minutes.

7. Rights Protection Category

7.1 Change, Termination Terms

1. If you need to stop using cloud services, you must inform the company at least 30 days in advance, and the company will return all the funds you have paid but not consumed. For users who have not notified in advance to stop using cloud services and have not renewed in time, the company will keep their data for 7 days.

2. The company promises that if it no longer provides a certain service, it will announce on console.ucloud-global.com 30 days in advance or notify you to transfer the business by launching a website notification or written notice. At that time, the company will return the funds you have paid but not consumed.

7.2 Service Compensation Terms

1. The company promises that if the availability does not reach the service level commitment, it will compensate for the same duration as the loss time. For the unavailability due to your improper operation, the company does not assume compensation responsibility.

2. If the system is unable to operate normally and you are unable to use the services due to the following conditions, the company does not bear damages compensation responsibility. The condition includes but is not limited to:

   (1) During the system downtime maintenance announced on this website;

   (2) Telecommunication equipment fails to transmit data;

   (3) The company’s system cannot execute business due to irresistible factors such as typhoon, earthquake, tsunami, flood, power outage, war, terrorist attack, etc.

   (4) Interruption or delay of service caused by hacker attacks, technical adjustments or malfunctions of the telecommunications department, website upgrades, and problems on the bank side.

   (5) Errors caused by domain name being banned due to customer content violations or other reasons.

   (6) Video playback fails due to the expiration of anti-theft chain authentication opened by customers.

   (7) Playback failure caused by domain name being banned due to customer content violations or other reasons.

   (8) Playback failure caused by abnormal push stream end.

   (9) Situations where the service is unavailable or the service is not up to standard for reasons other than the company.

7.3 User Constraint Terms

1. You have the right to enjoy the Internet technology and information services provided by UCloud Global, and have the right to obtain technical support, consultation and other services from UCloud Global during the period of receiving services provided by UCloud Global, and the service content is detailed in UCloud Global The relevant product introduction.

2. You guarantee that you will not use technology or other means to destroy and disrupt the UCloud Global website and the websites of other UCloud Global customers.

3. You guarantee to respect the intellectual property rights and other legal rights of UCloud Global and other third parties, and guarantee to protect UCloud Global and its employees, partners, etc. from any effects or losses due to the illegal acts of infringement of such rights; once the infringement act occurs, UCloud Global reserves the right to terminate the provision of services to you and not to refund any money.

4. For all losses caused by the contact information you provided to UCloud Global, you shall bear it yourself, including but not limited to the consequences and losses caused by not receiving the relevant notification from UCloud Global in time.

5. You guarantee that when using UCloud Global services, you will comply with national, local laws and regulations, industry practices, and public morals, and will not use UCloud Global‘s services to store, publish, and spread the following information and content:

   (1) Any content (information) contrary to national laws, regulations, and policies;

   (2) Political propaganda and/or news information contrary to national regulations;

   (3) Information involving national secrets and/or security;

   (4) Feudal superstition and/or obscene, pornographic, low-level information or incitement to crime;

   (5) Gambling, gambling games;

   (6) Information that violates the national ethnic and religious policies;

   (7) Information that impedes the operation of the Internet;

   (8) Information and/or other contents that infringe upon the legal rights and interests of others and are detrimental to social order, public security, and public morals.

   You also promise not to provide any convenience for others to publish the above information and content that does not comply with national regulations and/or the provisions of this service clause, including but not limited to setting URL, BANNER links, etc. You agree that UCloud Global has the right to terminate the service to you and not to refund any money when you violate the above agreement. During the period of any loss, UCloud Global does not bear any responsibility. If your above behavior causes losses to UCloud Global, you should compensate for it.

7.4 UCloud Global Disclaimer

1. If you have accidental losses caused by improper operation, UCloud Global does not assume any responsibility.

2. In any case, UCloud Global does not in any way bear any responsibility for the failure to provide services or delay in providing services due to force majeure and accidental events. For the purposes of this clause, force majeure and accidental events mean the phenomenon of information networks such as normal equipment maintenance of the information network, failure of the information network connection, failure of the computer, communication or other systems, power failure, war, natural disasters, state actions, and all other unforeseeable, unavoidable, Overcome natural, social phenomena objective conditions.

3. If the domain name you submit for acceleration causes accidental losses due to no independent filing or expired filing, UCloud Global does not bear any responsibility.