## Service Level Agreement (SLA)

This Service Level Agreement ("SLA") specifies the service availability metrics and compensation plan for the AstraFlow platform's model aggregation access, scheduling, and connection channel solution (the "AstraFlow Platform Solution") provided to customers. For mission-critical workloads that require strict SLAs and cannot tolerate performance variation or throttling, we recommend the pre-committed usage service model. The pre-committed usage model provides dedicated and guaranteed capacity for improved performance and reliability.

### 1. Definitions

#### 1) Service Period

One service period equals one calendar month. If less than one full calendar month, it is prorated by actual days of use.

#### 2) Total Service Period Minutes

The total number of days in each service period × 24 (hours) × 60 (minutes).

#### 3) Failure Object

A single model is treated as a single "failure object." For example, deepseek-v4-flash and deepseek-v4-pro are two independent "failure objects."

#### 4) Service Unavailability

HTTP status codes of 5xx with an "internal error" code, and normal client requests that fail to reach the AstraFlow platform due to a server-side failure, lasting five minutes or longer, are considered service unavailability. The following request types are excluded:

(1) Errors or unavailability caused by reasonable upgrades, changes, or maintenance initiated by the AstraFlow platform;  
(2) Requests that do not comply with the AstraFlow platform product documentation, or with the original model's call parameters and protocol requirements;  
(3) Requests limited by the AstraFlow platform due to hacking of the customer's application;  
(4) Errors caused by domain bans due to content violations or other reasons;  
(5) Partial minutes under five minutes or intermittent unavailability are not counted toward any service unavailability time.

#### 5) Valid Request

Requests received by the AstraFlow platform server are considered valid requests, except for the following:

(1) Requests where the service has not been activated/authorized, authentication has failed, the account is in arrears, or the key is incorrect.  
(2) Requests initiated by your application due to hacking.

#### 6) Monthly Service Fee

The fees incurred in one service period for purchasing services related to the AstraFlow Platform Solution under an account that experienced service unavailability.

### 2. Service Availability

#### 1) Service Availability Formula

Service Availability = (Total Service Period Minutes − Service Unavailable Minutes) / Total Service Period Minutes × 100%

#### 2) Service Availability Commitment

The AstraFlow Platform Solution service availability is no less than 99.00%.

### 3. Exclusions

The following situations shall not be counted toward service unavailability:

1) Caused by force majeure;

2) Service suspension or termination as required by laws, regulations, regulatory authorities, or in accordance with the agreement and policies referenced therein;

3) Caused by the customer or a third party;

4) Caused by scheduled system or service maintenance;

5) Caused by the customer's failure to use the service in accordance with the service documentation or operating instructions;

6) Caused by network operators;

7) Caused by hacking of the customer's application.

### Other Notes

UCloud reserves the right to modify the terms of this SLA. If any modifications are made, UCloud will notify you at least 30 days in advance via website announcement or email. If you do not agree to the modifications, you should stop using the AstraFlow Platform Solution. Continued use constitutes acceptance of the modified SLA.

This agreement version is effective as of May 1, 2026.