Yifang Cloud Service Level Agreement

(Service-Level Agreement)

1, Service introduction

(1) Service scope

Yifang Cloud Service is a cloud platform that provides file storage and collaboration services for enterprises, Help enterprises achieve secure access to files and efficient collaboration of teams, Provide users with massive cloud storage space, Collaboration based on storage service design, share, Review, edit, comment, preview, news, Search and other application functions, Closely integrate employees and documents SAAS service products.

(2) service function

Yifang Cloud Service Platform (Hereinafter referred to as "Yifang Cloud Platform" or "Fangcloud" ) With collaboration, share, Review, edit, comment, preview, news, Search and other application functions, Applicable to the team, File collaboration in multiple personal scenarios. Yifang Cloud provides detailed instructions, Guide operation and help documents. All functional changes that may affect users will be announced to users.

2, Service level index

(This indicator is applicable to all public cloud customers, The service level indicators of non-public cloud customers are based on SOW Subject to)

(1) Data persistence

User data persistence: Not less than 99. 99999999%

The data persistence calculation formula is: Number of intact data per service cycle/ (Number of intact data per service cycle+Number of data lost per service cycle) .

among:

1. Statistics of data persistence by service cycle, One service cycle is one natural month, If less than one month, it will be counted as one month.

(2) Data destructibility

From the date the user completely deletes the file from the recycle bin 30 Days, Or other conditions that trigger data destruction are met, Yifang Cloud will clean up this part of data, And clear the data in the disk and memory of the corresponding physical server, Make the data unrecoverable.

(3) Data portability

When users use Yifang cloud service, Yifang Cloud provides upload or Sync Synchronization mode, Convenient for users to quickly migrate data; When users stop using Yifang Cloud Service, You can also download the migration data by yourself through the network, Yifang Cloud will not affect the outgoing bandwidth during this period, File format is limited to restrictive operations.

(4) Data privacy

Yifang Cloud uses encryption and security group isolation to ensure that the same data is not visible to users during unauthorized sharing and other operations, Ensure the isolation between different user resources through a series of application-level permission control technologies, Decentralized encryption for all data transmission processes, The operation and maintenance personnel can only verify the integrity of the encrypted file, No right to view any user file content, All maintenance operation information is logged.

(5) Right to know about data

Users are sensitive to data, Geographic location of the data center where the backup data is located, The number of data backups has the right to know, Users can use the sales consultant, Obtain detailed information through after-sales service and other channels.

Users' data stored in Yifang Cloud Service will comply with the relevant laws and regulations of the storage location, In addition to local laws and regulations, Or the supervision of the government regulatory department, Audit requirements, All data of users, Application and behavior logs will not be provided to third parties, And the whole process of encryption, No third party has any channel to analyze the content.

(6) Data reviewability

According to the current laws and regulations or the supervision of the government supervision department, Safety compliance, The need for audit or forensic investigation, Under the condition of complete procedures and procedures, Yifang Cloud can provide relevant institutions with information about services used by users, Include operation logs of key components, Operation records of operation and maintenance personnel, User operation records and other information.

(7) Service availability

Service availability: Not less than 99. 95%

The availability calculation formula is: All available time of a single server per service cycle/ (All available time of a single server per service cycle＋All unavailable times of a single server per service cycle) .

among:

1. Availability statistics by service cycle, One service cycle is one natural month, If less than one month, it will be counted as one month, Time is in minutes.

2. Unavailable time: The service provided is continuous 5 Minutes or more of unavailable time is counted as unavailable time, The unavailable service time is less than 5 Minutes, Not included in unavailable time, Unavailable time does not include daily system maintenance time and due to user reasons, Unavailable time caused by third party or force majeure.

Specific calculation formula of unavailable time:

(8) Service provisioning capability

Yifang cloud platform has elastic capacity expansion capability, Resiliently scale the underlying service capabilities dynamically, The expansion of storage and service computing capacity can be completed quickly within a normal working day, The paying user can use the function module and the required storage space according to the size, Purchase the corresponding package according to the package configuration.

(9) Fault recovery capability

Yifang Cloud provides cloud services for paying users 7×24 Hours of operation and maintenance, And report the trouble by telephone, Provide technical support by email and other means, The platform has complete fault monitoring, Automatic alarm, Quick positioning, A series of failure emergency response mechanisms such as rapid recovery.

(10) Network access performance

The data center where Yifang Cloud Service Platform is located is a telecommunication room BGP Multi-line bandwidth access, There is no restrictive operation on the upload and download of users.

(11) Service measurement accuracy

The specifications of Yifang cloud service package are accurate, Transparent metering and billing system, Currently, it is divided into free trial version, Advanced Edition, Flagship edition, Settle according to the package purchase of paying users, The specific charging standard is subject to the effective charging mode and price published on the official website, Minimum retention of original billing log 3 Months.

3, Customer service guarantee

(1) Due to equipment failure, Due to design defects or improper operation, paid users cannot use it normally, Yifang Cloud will compensate for the service duration of unavailable time, It does not include the service unavailability time caused by the following reasons:

a. Caused by system maintenance after notifying the user in advance, Including cutting, repair, Upgrade and simulated fault drill, etc;

b. Any network other than the equipment of Yifang Cloud, Caused by equipment failure or configuration adjustment;

c. The user's application or data information is attacked by hackers;

d. Data caused by improper user maintenance or confidentiality, Password, Caused by the loss or disclosure of passwords;

e. Caused by user's negligence or operation authorized by user;

f. Force majeure and accidents;

g. Service unavailability caused by other non-Yifang Cloud reasons.

(2) Compensation scheme: Paid users of Yifang Cloud Service, According to the actual unavailable time caused by a single fault 100 Compensation for times the service time, Compensation is not paid in cash.

4, Data assurance

(1) Due to equipment failure, Data loss or data leakage of paying users due to design defects or improper operation, Yifang Cloud will assist users to recover losses, It does not include user data loss or data disclosure caused by the following reasons:

a. Unless otherwise agreed, From the date of expiration of the service specified in the user contract or termination of the contract for other reasons 100 Days, Yifang Cloud will no longer save user data;

b. With the consent of the user, Yifang Cloud will disclose data to the third party licensed by the user;

c. At the request of administrative or judicial authorities, Or in accordance with relevant laws and regulations, Yifang Cloud will disclose the user's data to the competent authority;

d. The user's data information is attacked by hackers, Caused by virus;

e. Data caused by improper user maintenance or confidentiality, Caused by the loss or disclosure of passwords;

f. Force majeure and accidents;

g. Other data loss or data leakage not caused by Yifang Cloud.

(2) Compensation scheme: Yifang Cloud ensures the security of user data by insuring data security insurance with a third-party insurance agency. In case of data loss or data leakage of paying users, Yifang Cloud has the obligation to actively cooperate with users to claim against third-party insurance institutions.

5, other

Yifang Cloud has the right to adjust some or all of the service indicators of this service level agreement according to market changes and business strategy adjustments, And in time on the official website fangcloud. 360. cn/www. fangcloud. com Issue an announcement or send an email or written notice to prompt users to modify the content.