Effective date: [April 1, 2026]
This "AI Data Lake Service (LAS) Service Level Agreement" (hereinafter referred to as "this Agreement") specifies the service availability level indicators and compensation plan for the AI Data Lake Service (LAS) provided by Volcano Engine to customers.

1.1 Volcano Engine provides you with multimodal data processing models, resources, and services, including data processing operators (based on the Volcano ModelArk model and LAS enhanced model), metadata management, and computing and storage resources for data processing.
1.2 Scope of service authorization. Subject to the other terms and conditions of this Agreement, Volcano Engine grants you a non-exclusive, non-transferable, non-sublicensable, non-assignable, time-limited, general right to use the services ordered under Clause 1.1 within the territory of the Chinese mainland.
1.3 Term of service authorization. The term commences from the date you activate the service. If you breach any provision of this Agreement, Volcano Engine has the right to withdraw or terminate the service authorization under Clause 1.2 and require you to destroy or return all materials related to large models provided by Volcano Engine, including all versions, documents, code, programs, software, data, and any copies, duplicates, or caches thereof. You must not retain or use any content related to the service and must provide Volcano Engine with reasonably convincing proof of destruction. Once the breach has been remedied or all losses caused to Volcano Engine have been fully compensated by you, Volcano Engine may restore the service authorization.
1.4 When using data processing operators of the Volcano Engine AI Data Lake Service (LAS), you must comply with the Volcano Engine Model Service Agreement, including Limitations, usage rules, data access and usage rules, intellectual property rules, and confidentiality rules. For details, see Doubao Model Service Agreement.

Definition #

• Service period: Each service period is a calendar month.
• Service scope: Chinese mainland (excluding Hong Kong, Macao, and Taiwan).
• Failed requests:
  1. Requests where, due to LAS system reasons, the domain name returns a status code of InternalError or the operator model returns a status code in the 5xx range.
  2. Requests that, due to LAS failures, do not reach the LAS server side, calculated based on the average number of requests for domains using LAS in the seven days prior to the failure.
• Valid requests: All requests received by the LAS server side under a customer's Volcano Engine account are considered valid requests. However, this does not include requests that are unauthenticated, fail authentication, are made during service suspension due to overdue payments, or requests initiated as part of hacker attacks on the LAS service.
• Monthly service fee: The customer's monthly service fee is the total amount paid by the customer to Volcano Engine for LAS services during a calendar month.
• Total minutes in a service period: Total number of days in each service period × 24 (hours) × 60 (minutes).
• Service unavailable minutes: According to the above definition of 'failed requests', if all requests fail within a five-minute interval, the LAS service is considered unavailable during that five-minute period. The sum of LAS unavailable minutes within a service period is the total service unavailable minutes.

Service availability formula #

The calculation formula for service availability is as follows.

Service availability commitment #

The service availability commitment for the AI Data Lake Service (LAS) is as follows. If the service does not meet the following service availability commitment, the customer may receive compensation in accordance with Article 3 of this agreement.

Exclusions #

Service unavailability caused by the following reasons will not be counted as service unavailable time:

1. Issues caused by factors beyond the reasonable control of Volcano Engine, such as network or equipment failures or configuration changes outside the Volcano Engine data center (including at the customer's site or between the customer's site and the Volcano Engine data center);
2. Issues caused by the customer not using the service in a manner consistent with its intended functionality (for example, attempting to perform unsupported operations), or not following the Volcano Engine product documentation or usage recommendations;
3. Issues caused by incorrect input, instructions, or parameters (for example, requesting access to a non-existent file);
4. Issues that arise after Volcano Engine recommends that the customer change the way the service is used, and the customer continues to use the service without making the recommended changes;
5. Issues that occur during the use of a preview version or are related to the preview version;
6. Issues caused by the customer attempting to perform operations that exceed the specified service quota, or issues resulting from restrictions imposed to prevent suspected abusive behavior;
7. Issues caused by the customer using service features outside the relevant support period;
8. Issues caused by improper maintenance or inadequate confidentiality by the customer resulting in the loss or leakage of data, credentials, passwords, and so on, or unauthorized access to Volcano Engine services by others using the customer's password or device, or issues resulting from the customer's failure to follow appropriate security practices.
9. Issues caused by system maintenance performed by Volcano Engine after prior notice to the customer, including cutovers, repairs, upgrades, and simulated failure drills;
10. Issues caused by the customer's application being attacked by hackers;
11. Issues caused by the customer's negligence or actions authorized by the customer;
12. Issues caused by force majeure;
13. Requests originating from IP addresses outside the Chinese mainland.
14. User-mode failures caused by bugs within the scope of open-source community components;
15. Failures caused by the customer or third-party collaborators (such as ECS resource limits, security group, VPC configuration, and so on);
16. Other cases where service unavailability or substandard service is caused by reasons not attributable to Volcano Engine.
    

Compensation standards #

If the LAS service availability for an account does not meet the above commitment, Volcano Engine will compensate you according to the table below. Compensation will be issued in the form of vouchers, which cannot be redeemed for cash, transferred, or given as a gift, and are only valid for LAS services purchased through the Volcano Engine official website. This compensation is the full and exclusive compensation we provide to you for the service not meeting the service availability commitment, and under no circumstances shall the total compensation exceed the monthly service fee paid by the customer for the month in which the service availability commitment was not met (the monthly service fee here should be calculated after deducting any amounts offset or reduced by vouchers, coupons, discounts, or service fee waivers).

Compensation application deadline #

The customer may apply for compensation for LAS services that did not meet the service availability commitment for the previous month starting from the fifth (5th) business day of each calendar month. The compensation application must be submitted no later than two (2) months after the end of the month in which LAS did not meet the service availability commitment.

Other #

Volcano Engine reserves the right to modify these SLA terms. If there are any modifications to these SLA terms, Volcano Engine will notify you 30 days in advance by website announcement or email. If you do not agree to the modifications made by Volcano Engine to the SLA, you have the right to stop using LAS. If you continue to use LAS, you are deemed to have accepted the modified SLA.