Note:
This Agreement shall take effect on March 24, 2026.
To use the Intelligent Guidance (“Service”), you shall read and comply with this Intelligent Guidance Service Level Agreement (“Agreement” or the “SLA”) and the Tencent Cloud Service Agreement. This Agreement contains the terms and definitions of the Service, Service availability/Service success rate grade indicator, compensation plan, disclaimer, and other relevant contents. Please be sure to read and fully understand the terms and conditions of this Agreement. Limitations, disclaimers, and other terms involving your material rights and interests may prompt your attention in bold, underlined, etc. Please do not purchase or use the Service unless you have fully understood, and accepted all the terms of this Agreement. By clicking “Agree” or “Next”, or purchasing or using the Services, or accepting this Agreement in any other explicit or implicit manner, you are deemed to have read and agreed to be bound by this Agreement. This Agreement shall have legal effect between you and Tencent Cloud and shall become a legally binding document for both parties.
1. Terms and Definitions
1.1 Intelligent Guidance(“Service”)
The Service provided by Tencent Cloud, provides end-to-end solutions to medical institutions via API interfaces or web embedding. It is designed for a wide range scenarios, from primary clinics to general hospitals. Centered on intelligent triage, the Service integrates over ten core medical service capabilities including intelligent symptom checking, intelligent medication consultation, and clinical decision support. This service is applicable to online registration systems, internet hospitals, and regional healthcare platforms. The Service addresses the critical pain point of inefficient doctor-patient matching which is often caused by patients' lack of medical knowledge and inconvenience of traditional in-person consultations.
You acknowledge and agree that this Service shall not be construed as providing a medical device or related services to you or any third party. You are prohibited from using this Service as a medical device, whether for your own purposes or in any third-party scenarios. Any such use will be your sole responsibility, and you shall bear all resulting consequences. The specific scope of services shall be subject to the service you purchase, and the content provided by Tencent Cloud.
1.2 Monthly Service Fee
“Monthly Service Fee” refers to the total amount of service fee actually consumed by you in a 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 unconsumed 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
“Service Month” refers to each natural month included in the service term of the Service you purchase. For example, if you purchase the Service for three months, and the date of service opening is March 17, then four Service Month are included, of which the first Service Month refers to March 17 to March 31, the second Service Month refers to April 1 to April 30, the third Service Month refers to May 1 to May 31, and the fourth Service Month refers to June 1 to June 16. Service Availability will be accounted separately for each Service Month.
1.4 Service Unavailable Minutes within the Service Month
In a minute, only if (1) all your requests to the Service through the API continuously return errors; (2) you continue to fail to operate through the Service API or console page operation attempts; and (3) when your account accesses the Service functions provided by the Mini Program Platform, and the Service interface continues to fail requests. Then this minute is counted as “Service Unavailability Time” within the Service Month, and any time less than 1 minute is not counted as Service Unavailability Time.
1.5 Total Service Minutes within the Service Month
“Total Service Minutes within the Service Month” is calculated as number of days in the Service Month × 24 (hours) ×60 (minutes).
2. Service Availability
2.1 Calculation of Service Availability
“Service Availability” is calculated based on a single instance as follows: “Service Availability” = (1- Service Unavailable Minutes within the Service Month/Total Service Minutes within the Service Month ) ×100%.
2.2 Service Availability Standard
The Service Availability of the Service provided by Tencent Cloud shall not be less than 99.9% (“Service Availability Standard”). If the Service Availability Standard is not met (excluding cases covered by disclaimers), you shall be entitled to compensation in accordance with Article 3 of this Agreement.
3. Compensation Plan
For the Service, if the Service Availability is lower than the Service Availability Standard, you shall be entitled to compensation as per the following terms:
3.1 Compensation Standard
(1) Compensation will be provided in the form of vouchers issued by Tencent Cloud, and you must comply with vouchers usage rules (including usage period, etc., subject to the voucher-related rules published on the website of Tencent Cloud). The vouchers issued cannot be exchanged for cash, or be accompanied by invoices. Such vouchers can only be used to purchase the Service through your corresponding Tencent Cloud account, and cannot be used to purchase other services provided by Tencent Cloud. The vouchers cannot be transferred or gifted, etc.
(2) If the Service Availability Standard of the Service in this Agreement is not met in a Service Month, the compensation will be calculated separately according to the corresponding Service Month, and the total amount of compensation shall not exceed the corresponding Monthly Service Fee paid by you for the Service for the respective Service Month excluding fees offset by vouchers, coupons, service fee deductions, etc.).
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Less than 99.9% but equal to or higher than 99.0% | 10% of Monthly Service Fee |
Less than 99.0% but equal to or higher than 98.0% | 20% of Monthly Service Fee |
Less than 98.0% but equal to or higher than 90.0% | 50% of Monthly Service Fee |
| 100% of Monthly Service Fee |
3.2 Time Limit for Claims
(1) If the Service Availability Standard is not met in a Service Month, you may claim for compensation through the work order system of your corresponding account after the fifth (5th) business day of the month following the end of the corresponding Service Month in which the Service Availability Standard is not met. Tencent Cloud will conduct verification after you have filed the claim for compensation. In case of a dispute between the parties regarding the calculation of the Service Availability in the Service Month, both parties agree that Tencent Cloud’s backend records shall ultimately prevail.
(2) The latest deadline for you to file a claim for compensation shall not exceed sixty (60) calendar days after the end of the corresponding Service Month that the Service Availability Standard is not met. If you fail to file a claim for compensation within the aforesaid period, or file a claim after the aforesaid period, or file a claim in a manner other than that agreed in this Agreement, it shall be deemed that you have automatically waived your right to demand compensation and any other claims against Tencent Cloud, and Tencent Cloud reserves the right to decline your claim for compensation and shall not be liable for any compensation or indemnification to you.
3.3. Materials for Claims
If you believe that the Service does not meet the Service Availability Standard, you may initiate a claim for compensation within the time limit set forth in this Agreement. Your claim must be accompanied by (1) your user ID and the order ID for purchasing the Service; (2) AppID and UIN used by your business and unavailable time of your business, accurate to minute.
4. Disclaimer
For Service Unavailability caused by the following reasons, the corresponding Service Unavailability time does not fall within the scope of the calculation of Service Unavailability and Tencent Cloud’s compensation, and Tencent Cloud shall not be responsible for you:
4.1 Service Unavailability due to system maintenance caused by Tencent Cloud after notifying you in advance, including cutover, repair, upgrade and simulated failure drills.
4.2 Service Unavailability due to network, equipment failure or configuration adjustment other than any Tencent Cloud equipment.
4.3 Service Unavailability due to attacks on your application interface or data or other improper behavior.
4.4 Service Unavailability due to loss or leakage of data, passwords, etc. due to improper maintenance or confidentiality.
4.5 Service Unavailability due to your negligent authorization, erroneous operation, your own equipment or third-party software and equipment.
4.6 Service Unavailability due to your failure to follow Tencent Cloud product usage documentation or usage recommendations.
4.7 Service Unavailability due to the use exceeding the service capacity limit of the current version.
4.8 Service Unavailability or failure to meet the service standard due to reasons not attributable to Tencent Cloud.
4.9 Service Unavailability during the period of free provision.
4.10 The circumstances described in relevant laws and regulations, related agreements, applicable rules, or relevant rules and instructions separately issued by Tencent Cloud that Tencent Cloud can exempt from any liability or release of compensation liability.
5. Miscellaneous
5.1 You confirm and acknowledge that in no event shall Tencent Cloud's liability for breach of contract compensation exceed the total service fees you have paid for the applicable service where you suffer losses due to Tencent Cloud's breach during your use of this Service. Should the service period exceed 12 Service Months, Tencent Cloud's maximum compensation liability shall not exceed the total fees paid by you for this Service in the 12 Service Months preceding the occurrence of the loss (for the avoidance of doubt, such fees refer exclusively to actual cash amounts paid for Service usage, excluding vouchers, gift certificates, prepaid but unconsumed fees, or similar instruments).
5.2 Tencent Cloud reserves the right to modify this Agreement when appropriate or necessary according to any changes. You can refer to the relevant contents in the latest version on the website of Tencent Cloud. If you do not agree with Tencent Cloud’s modification to this Agreement, you have the right to stop using the Service. If you continue to use the Services, you shall be deemed to have accepted the modified Agreement.
5.3 This Agreement, as an ancillary agreement of Tencent Cloud Service Agreement, shall have the same legal effect as Tencent Cloud Service Agreement. You shall comply with the provisions in Tencent Cloud Service Agreement for matters not specified in this Agreement. In the event of a conflict or inconsistency between the terms of this Agreement and Tencent Cloud Service Agreement, this Agreement shall prevail, but only to the extent of such conflict or inconsistency.