✪Service Level Agreement

Service Level Agreement on 17TRACK Query Application Programming Interface

17TRACK is committed to providing a safe and supportive service for our users. This SLA will be an appendix as the reference for the API Agreements of Service. 17TRACK agrees to provide services by the standards of this Agreement, and the relevant agreements shall apply.

1. Service Availability

• The calculation of the availability

Take the percentage of service availability during the service cycle as the standard of service, with one cycle being one calendar month. It is calculated as follows:

Availability per calendar month = (Total minutes in a month - Downtime) /

(Total minutes in a month)

*Downtime refers to the period during which the 17TRACK Query Application Programming Interface is completely unavailable and unable to process any requests due to system failures, network issues, or other technical problems, excluding scheduled maintenance time.

• Services available ratio

17TRACK will make the Services available 99.9% of the time monthly.

(The operation report can be provided once a month if required.)

• Service Compensation Policy

If this is not achieved in a given cycle, you may apply for quota compensation. Compensation rate should correspond to service cycles:

Compensation Amount = Average Daily Quota Spend (within the current cycle) × Compensation Rate

The Compensation rate is seen on the following chart. Compensation will be processed within [X] business days after the claim is approved, and the specific arrival time may vary depending on the payment method and banking procedures.

e.g.: If Average Daily Quota Spend = 50,000 quotas, Services available ratio = 96%, then the Compensation Amount = 50,000 × 40% = 20,000.

2. Mantainance Scheme

Scheduled maintenance of 17TRACK is excluded from Downtime and shall be referenced as follows:

• A schedule of such maintenance shall be provided to the Customer at least 30 days in advance of such scheduled maintenance.
• Scheduled maintenance may only be carried out between 10 PM and 6 AM (UTC+8) on weekends and public holidays, shall not exceed a total of 8 hours in any calendar month (unless otherwise agreed in writing between the Parties).

3. Service continuity and fail-safe plans

• 17TRACK shall implement and maintain industry-standard practices, including data backups, and agrees to conduct no less than 1 comprehensive test rehearsal per year of its business continuity and failure recovery plan, covering all critical systems and components.
• The 17TRACK system shall have a redundant or distributed design to minimize single points of failure.
• 17TRACK must maintain at least 1 standard backup server to prevent critical services from failing to function properly.

4. Advanced Support Services

• An Account Manager will be assigned to the Customer to assist with the service and relevant matters.
• Provides 16/7 support.
• In addition to Account Managers, collaborators include members from the team of Product Development / Customer Service / Commercial, to provide a smooth feedback system.
• New carrier integration requirements can be accepted and go live within 2 weeks (with the required information well collected and sufficient technical resources).
• Response level:

Mail response: within 24 hours

Other responses: sees following chart