Intelligent Pre-Consultation Service Level Agreement
Last updated:2026-03-24 17:56:11
Note:
This Agreement shall take effect on March 24, 2026.
In order to use the Intelligent Pre-Consultation (the “Service”), you shall read and comply with this Intelligent Pre-Consultation Service Level Agreement (this “Agreement”, or this “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains, amongst others, the terms and definitions of the Service, level indicators of the Service availability and success rate, compensation plan and release of liabilities. Please carefully read and fully understand each and every provision hereof, and the provisions restricting or releasing certain liabilities, or otherwise related to your material rights and interests, are in bold font or underlined or otherwise brought to your special attention.
Please do not purchase the Service unless and until you have fully read, and completely understood and accepted all the terms hereof. By clicking “Agree” / “Next”, or by purchasing or using the Service, or by otherwise accepting this Agreement, whether express or implied, you are deemed to have read, and agreed to be bound by, this Agreement. This Agreement shall then have legal effect on both you and Tencent Cloud, constituting a binding legal document on both parties.
1. Terms and Definitions
1.1 Intelligent Pre-Consultation (IPC)
The IPC provides end-to-end intelligent services to medical institutions via API interfaces or web embedding and adapts to multiple scenarios from primary clinics to general hospitals. It can intelligently interpret patients' chief complaints and simulate doctors' clinial reasoning to conduct follow-up inquiries. It also integrates with the Hospital Information System (HIS) to automatically generate electronic medical records, enabling doctors to understand patients' conditions in advance and improving consultation efficiency.
You acknowledge and agree that under no circumstances shall this Service be deemed to provide medical devices or related medical services to you or any third party. You shall not use the Service as a medical device for yourself or in any third-party context. Any such use shall be at your own risk, and you shall bear all resulting responsibilities and consequences. The specific scope of the Service shall be subject to the services you purchase, and the content provided by Tencent Cloud.
1.2 Monthly Service Fee
Monthly Service Fee means the aggregate service fees paid by you in one (1) Service Month. If you purchase multiple prepaid packages at one time, the Monthly Service Fee will be based on the actual consumption in the Service Month, excluding the purchased but unused portion. If you purchase an annual subscription, the Monthly Service Fee is calculated by averaging the annual fee to each month.
1.3 Service Month(s)
Service Month(s) means the calendar month(s) within the term of the Service purchased by you. For example, if you purchase the Service for a term of three months starting from March 17, there will be four (4) Service Months (the first Service Month from March 17 to March 31, the second from April 1 to April 30, the third from May 1 to May 31, and the fourth from June 1 to June 16). The availability of the Service will be calculated separately for each Service Month.
1.4 Minutes of Service Unavailability in a Service Month
A minute will be counted as a minute of service unavailability in a Service Month only if, during that minute, your consecutive attempts to connect to the Service through the API all fail and the console functions remain continuously unavailable throughout that minute. If, within any given minute, your API calls are wholly or partially successful, or the console functions are continuously available or available for part of that minute, the Service will be deemed available for that minute and it will not be counted toward the minutes of service unavailability in a Service Month. The total number of minutes during which the Service is unavailable within a Service Month shall be the sum of all such minutes during that Service Month.
1.5 Total Minutes of Service in a Service Month
Total Minutes of Service in a Service Month = the total number of days of the Service Month × 24 (hours) ×60 minutes.
2. Service Availability
2.1 Calculation of Service Availability
The Service Availability is calculated based on a single API call request as follows:
Service Availability = (1- Minutes of Service Unavailability in a Service Month/Total Minutes of Service in a Service Month ) ×100%
2.2 Service Availability standard
The Service Availability of the Service provided by Tencent Cloud will be no less than 99.9% . If the Service Availability fails to meet the above-mentioned standard (excluding cases covered by release of liabilities), you will be entitled to compensation in accordance with Article 3 of this Agreement.
3. Compensation Plan
In respect of this Service, if the Service Availability fails to meet the above-mentioned standard, you will be entitled to compensation in accordance with the following terms:
3.1 Standard of Compensation
(1) Compensation will be made in the form of voucher issued by Tencent Cloud, and you should follow the rules for using the voucher (including the valid term; for details, please refer to the rules of vouchers published on Tencent Cloud’s official website). You cannot redeem such voucher for cash or request to issue an invoice for such voucher. Such voucher can only be used to purchase the Service by using your Tencent Cloud account. You cannot use the voucher to purchase other services of Tencent Cloud, nor should you give the voucher to a third party for consideration or for free.
(2) If the Service Availability in a Service Month fails to meet the above-mentioned Service Availability standard, the amount of compensation will be calculated for such month independantly, and the aggregate amount of compensation shall not exceed the applicable Monthly Service Fee paid by you for such month (excluding the portion deducted by a voucheror promotional coupon, due to discounted service fee or otherwise deducted).
Service Availability in a Service Month | Value of Compensation Voucher |
≥ 99.0% and < 99.9% | 10% of Monthly Service Fee |
≥ 98.0% and < 99.0% | 20% of Monthly Service Fee |
≥ 90.0% and < 98.0% | 50% of Monthly Service Fee |
< 90.0% | 100% of Monthly Service Fee |
3.2 Time Limit for Compensation Application
(1) If the Service Availability in a Service Month fails to meet the above-mentioned Service Availability standard, you may apply for compensation through (and only through) the support ticket system under your relevant account after the fifth (5th) business day of the month immediately following such Service Month. Tencent Cloud will verify and ascertain your application upon receipt of such application. If there is any dispute over the calculation of the Service Availability for a Service Month, both parties agree that the back-end record of Tencent Cloud will prevail.
(2) You should apply for such compensation no later than sixty (60) calendar days following the expiry of the applicable Service Month in which the Service Availability fails to meet the standard. If you fail to make any application within such period, or make the application after such period, or make the application by any means other than that agreed herein, it shall be deemed that you have voluntarily waived your right to apply for such compensation and any other rights you may have against Tencent Cloud, in which case Tencent Cloud has the right to reject your application for compensation and not to make any compensation to you.
3.3. Required materials for Compensation Application
If you think the Service Availability in a Service Month fails to meet the above-mentioned Service Availability standard, you may apply for compensation within the above-mentioned Time Limit.
4. Release of Liabilities
If the Service is unavailable due to any of the following reasons, the corresponding service unavailability shall not be counted as Service Unavailability time, and is not eligible for compensation by Tencent Cloud, and Tencent Cloud will not be held liable to you:
4.1 scheduled maintenance operations for which Tencent Cloud has provided prior notice, such as system cutovers, repairs, upgrades, or fault simulation drills;
4.2 any failure or configuration adjustment of any network or equipment that is not Tencent Cloud facility;
4.3 attacks on your application interface or data or other improper behavior;
4.4 improper maintenance, failure to safeguard data, passwords, credentials, etc., leading to loss or leakage; .
4.5 your negligence, misoperation, or actions authorized by you, your own equipment or third-party software and equipment;
4.6 your failure to follow Tencent Cloud product documentation or usage recommendations;
4.7 push delays or message loss resulting from exceeding the service capacity limits of the current paid version;
4.8 Service Unavailability or failure to meet the Service Availability standard due to reasons not attributable to Tencent Cloud;
4.9 Service Unavailability during the free service period; and
4.10 any situation where Tencent Cloud is released from liability or compensation as described in applicable laws and regulations, relevant agreements, or rules and instructions issued separately by Tencent Cloud.
5. Miscellaneous
5.1 The parties hereto acknowledge and agree that, for any losses incurred by you during the course of using the Service due to any breach by Tencent Cloud, the aggregate compensation amount payable by Tencent Cloud shall under no circumstance exceed the total Service Fees you have paid for the relevant Service which is in default. If the term of the Service exceeds 12 Service Months, Tencent Cloud's maximum compensation liability shall be limited to the total fees paid by you for this Service in the twelve (12) Service Months immediately preceding the occurrence of the loss. For the avoidance of doubt, such fees refer solely to actual cash amounts you paid for the use of the Service and exclude vouchers, coupons, prepaid but unused fees, or any similar credits.
5.2 Tencent Cloud has the right to amend the terms of this Agreement as appropriate or necessary in light of changes in due course. You may review the most updated version of relevant Agreement terms on the official website of Tencent Cloud. If you disagree with such revisions made by Tencent Cloud to this Agreement, you have the right to cease using the Service; by continuing to use the Service, you shall be deemed to have accepted the Agreement as amended.
5.3 As an ancillary agreement to the Tencent Cloud Service Agreement, this Agreement is of the same legal effect as the Tencent Cloud Service Agreement. In respect of any matter not agreed herein, you shall comply with relevant terms under the Tencent Cloud Service Agreement. In case of any conflict or discrepancy between this Agreement and the Tencent Cloud Service Agreement, this Agreement prevails to the extent of such conflict or discrepancy. (End of Document)
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