This Service Level Agreement (“SLA”) sets forth the availability level metrics and compensation program for the MatrixOne Intelligence instance service (“MO Instance”) provided by MatrixOrigin Information Technology Co. (“MatrixOne”) to its customers (hereinafter referred to as “MO Instances”).

1. Definitions

1.1. Service Period

A service period is one natural month. If the customer uses MO Instance service for less than one month, the accumulated usage time of the Instance in that month shall be regarded as one service cycle.

1.2. Total Minutes of Service Cycle

Calculated based on the total number of days * 24 (hours) * 60 (minutes) in the Service Cycle of a single MO Instance.

1.3. Service Unavailability

If a MO Instance fails to respond to all attempted connections from Customers for more than 5 minutes, the instance service is considered unavailable for that period of time. Except as set forth in the “Exclusions” in Article 2 of this Agreement.

1.4. Service Unavailability Minutes

The sum of the number of minutes that a MO Instance's service is unavailable during a Service Period is the number of minutes that the Instance's service is unavailable.

1.5.Monthly Service Charge

The sum of the Service Charges paid by the Customer for a single MO Instance in a natural month. If the Customer pays for the Service Charges of multiple months at one time, the Monthly Service Charge will be apportioned according to the number of months purchased, and the settlement by vouchers will not be counted as the Monthly Service Charge.

2.Service Availability

2.1. Service Availability Calculation Formula

Service Availability is calculated as follows, using a single MO instance as the latitude: Service Availability = (Total minutes of instance service cycle - Minutes of instance service unavailable) / Total minutes of instance service cycle * 100%.

2.2. Service Availability Commitment

MatrixOne Intelligence's MO Instance Service Availability shall not be less than 99.9%, and if MatrixOne Intelligence fails to do so, Customer shall be entitled to compensation in accordance with Article 3 of this Agreement.

2.3. Exclusions

The market of service unavailability due to the following reasons is not counted as service unavailability time:

(1) caused by system maintenance performed by Matrix Origin after prior notice to the Customer, including cutover, repair, upgrade and simulated failure drills;

(2) Caused by network or equipment failures or configuration adjustments outside of any Matrix Origination-owned equipment;

(3) Caused by hacking of the customer's applications or data information;

(4) Caused by the loss or leakage of data, passwords, codes, etc. due to improper maintenance or confidentiality by the customer;

(5) Caused by the customer's negligence or operation authorized by the customer;

(6) Instance failures caused by the customer's choice of computing or storage physical capacity ceiling being insufficient to cope with the actual amount of usage demand;

(7) Customer service unavailability caused by the system freezing a series of operations (e.g., creating/variable provisioning/connecting instances, etc.) while the customer is in a state of arrears. and customer service unavailability caused by the instances and data being deleted by the system when the customer is in arrears for an exceeding period of time (e.g., more than 7 days in arrears);

(8) Caused by the customer's failure to follow the usage documentation or usage recommendations of the ArmyFront Origins product;

(9) caused by force majeure;

3.Compensation Program

3.1. Compensation Criteria

Each MO Instance calculates the compensation amount according to the monthly service availability with reference to the standard criteria below, the compensation is limited to the vouchers used for purchasing MatrixOne Intelligence products, and the total amount of compensation does not exceed 50% of the monthly service fees paid by the customer in the month in which the service availability commitment has not been met (excluding the cost of the part of the vouchers credited).

3.2. Time Limit for Compensation Application

The Customer may apply for compensation after the fifth (5th) working day of each natural month for MO instances that did not meet the Service Availability Commitment in the previous month. The request for compensation shall be submitted no later than two (2) months after the end of the relevant month in which the MO Instance did not meet the Service Availability Commitment. Applications for compensation beyond the time limit for application will not be accepted.

4. Miscellaneous

Matrix Origins reserves the right to make changes to the terms of this SLA. Matrix Origin will notify the Client thirty (30) days in advance of any modification to these SLA terms by means of a notice on the website or by sending an e-mail. If the Customer does not agree with the changes made to the SLA by MatrixOne Intelligence, the Customer has the right to stop using MatrixOne Intelligence; if the Customer continues to use MatrixOne Intelligence, the Customer is deemed to have accepted the modified SLA.