附件二 服务等级协议（SLA）
LayraxAI Pte. Ltd.（新加坡） 版本：【1.0】 生效日期：【年】年【月】月【日】日
本《服务等级协议》（下称"本附录"或"SLA"）是《LayraxAI 企业服务协议》与《LayraxAI 专业服务协议》的附件二（视客户类型所适用的一份，以下统称"主协议"），并构成主协议的组成部分。本附录中的术语，除另有定义外，与主协议具有相同含义。
优先顺序（重要）。 就服务可用性、故障响应与未达可用性目标的救济事项，本附录与主协议不一致的，以本附录为准；本附录未作约定的，适用主协议。本附录不扩大任何一方在主协议项下的义务或责任（主协议第 11 条）。
1. 定义
1.1 "服务周期" 指客户所购订阅的每一个计费周期，自服务开通之日（或每一续订之日）起算，其长度依订单表所载订阅期限（如一个月、一年）确定；本服务不按自然月对齐计费。
1.2 "核算窗口" 指自服务开通之日（或每一续订之日）起，每连续【30】日为一个核算窗口；服务周期末段不足【30】日的剩余期间，并入其前一个核算窗口合并计算，不单独作为一个核算窗口，亦不因此缩短该窗口。核算窗口按开通日或续订日起算，不按自然月对齐。
1.3 "不可用" 指客户在其商业账号下，因我方原因无法访问或使用本服务核心功能的持续期间。核心功能指【方案生成、内容存储与访问、账号登录与鉴权】。
1.4 "窗口可用性" 指某一核算窗口内，总时长扣除不可用时间与第 3 条所列除外时间后的可用比例。
1.5 "计划内维护" 指我们为升级、扩容、修补漏洞或改善性能而预先安排的维护，依第 4 条提前通知。
1.6 "故障" 指本服务发生的、影响客户正常使用的异常事件，按第 5 条分级。
1.7 "可用性目标" 指第 2.1 条所述的窗口可用性目标。为避免歧义，该目标为运营目标，不构成我们对服务可用性的保证、担保或条件；亦不同于主协议第 1 条所定义的"服务额度"（用量积分）。
2. 服务可用性
2.1 可用性目标。 我们尽合理努力使本服务在每一个核算窗口内的窗口可用性不低于【99.5】%。上述比例为运营目标，不构成我们对服务可用性的保证、担保或条件。客户可通过【服务状态页面／产品内公告】查看可用性历史。
2.2 计算方式。 窗口可用性 =（该核算窗口总时长 − 不可用时间 − 除外时间）÷（该核算窗口总时长 − 除外时间）× 100%。
2.3 未达目标的处理。 某一核算窗口可用性低于第 2.1 条目标的，客户可就该窗口依第 8 条寻求救济。可用性以我方监控系统的记录为准；客户有相反证据的，双方应善意核对。
3. 除外情形（重要）
下列期间不计入不可用时间，我们不就该等期间承担可用性承诺或救济责任：
(a) 客户侧原因：客户的网络环境、设备、操作系统、浏览器，或客户未满足插件的系统要求与兼容版本（主协议第 2.11 条 (b) 款）；
(b) 离线与鉴权失败：客户处于离线状态、网络连接异常，或未能通过身份验证导致功能不可用的（主协议第 2.11 条 (e) 款）；
(c) 宿主软件：SketchUp、Revit、3ds Max 等第三方宿主软件自身故障、版本更新、接口变更或许可状态异常（主协议第 2.11 条 (b) 款）；
(d) 计划内维护：依第 4 条提前通知的维护窗口，以及双方另行约定的维护期间；
(e) 客户行为：客户或其最终用户的配置错误、违规使用、超出约定用量或限额，或违反主协议及我方政策导致的服务中断；
(f) 第三方服务：客户启用的第三方服务、第三方集成或第三方插件；
(g) 免费与试用：免费版本、试用期、促销额度范围内的使用，以及标注为 Beta、预览或实验性的功能；
(h) 暂停：因客户逾期付款、违反主协议，或依主协议第 7 条我们暂停服务的期间；
(i) 不可抗力：依主协议第 13.5 条构成不可抗力的事件。
4. 计划内维护
4.1 我们将尽合理努力将计划内维护安排在【业务低峰时段】，并至少提前【3】日通过产品内公告、账户控制台消息或电子邮件通知客户，告知维护的时间窗口与预期影响。
4.2 常规维护窗口每月不超过【2】次、单次不超过【4】小时；紧急安全修补不受提前通知限制，我们将在事后及时告知客户。
5. 故障分级与响应
我们按下列分级处理故障，并在知悉后尽快响应：
| 级别 | 定义 | 首次响应时间 | 恢复目标 | 进展通报 |
|---|---|---|---|---|
| 一级（重大） | 核心功能整体不可用，或客户业务全面中断 | 【30】分钟内 | 【4】小时内恢复或提供变通方案 | 每【2】小时通报 |
| 二级（严重） | 核心功能部分不可用，或主要性能显著下降，客户业务受到实质影响 | 【2】小时内 | 【8】小时内恢复或提供变通方案 | 每工作日通报 |
| 三级（一般） | 非核心功能异常，或局部、偶发问题，对客户业务影响有限 | 【1】个工作日内 | 双方协商确定或下一版本中修复 | 按需通报 |
5.1 首次响应时间指我们自确认故障起，向客户首次实质性回复的时间；恢复目标为尽合理努力的目标值，不构成保证。
6. 支持服务
6.1 支持渠道。 我们通过【支持邮箱／工单系统／产品内客服】提供支持；重大故障另设【紧急联系电话】。支持时间为【工作日 9:00–18:00（新加坡时间）】，一级故障【7×24】响应。
6.2 响应与处理。 支持请求的首次响应时间适用第 5 条分级；处理进度与解决方案将在可行的范围内持续同步。
6.3 客户配合。 客户应及时提供故障现象、复现步骤、环境信息与必要权限；因客户未提供必要信息或配合导致处理延迟的，相应期间不计入响应时间。我们不就客户本地设备与宿主软件提供现场或代客维护，但可提供必要的指引。
7. 备份与恢复（RTO／RPO）
7.1 我们按【每日】自动备份，并【每年至少一次】进行恢复演练（DPA 附表二）。
7.2 恢复时间目标（RTO）：【 】小时；恢复点目标（RPO）：【 】小时。上述目标为尽合理努力的目标值。
7.3 客户应自行并定期备份其本地模型、工程文件与项目数据（主协议第 2.11 条 (d) 款）。我们不就本地文件损失承担责任（主协议第 11.3 条）。
8. 未达可用性目标的处理
8.1 恢复服务。 本服务未达到第 2.1 条可用性目标的，我们将尽合理努力尽快恢复本服务至正常运行状态，并可根据故障原因与影响，在可行的范围内采取补救措施。
8.2 终止权。 同一核算窗口内窗口可用性低于【95.0】%，或连续【2】个核算窗口的窗口可用性均低于【99.5】% 的，客户可在该情形发生后【30】日内以书面方式通知我们终止受影响部分的订阅，我们按主协议第 7.5(c) 条就受影响部分已预付但未使用的费用按比例退还。
8.3 唯一救济（重要）。 在适用法律允许的范围内，第 8.1 条与第 8.2 条所列措施，是客户就本服务未达到可用性目标所能获得的唯一且排他的救济。我们不就服务不可用向客户提供任何形式的退款、服务额度、期限延长、账单抵扣或其他金钱性补偿；主协议第 6.6 条适用于本条。本条不限制：(a) 客户依主协议第 7 条就我们实质性违约主张终止的权利；(b) 主协议第 2.8 条项下就服务变更的救济；(c) 依适用法律强制性规定不得排除或限制的责任。
9. 变更与终止
9.1 变更。 我们可修订本附录以反映服务演进、技术架构调整或运营需要，但不会实质降低对客户的整体服务水平；构成实质降低的，适用主协议第 2.8 条关于服务变更的通知与救济安排。当前版本以我们产品内或官网公布的为准。
9.2 终止。 本附录随主协议终止而终止。
10. 联系
10.1 LayraxAI。 支持邮箱：【支持邮箱】；紧急联系：【紧急联系电话】；服务状态页面：【状态页地址】。
10.2 客户。 客户指定联系人及联系方式以账户控制台登记信息为准，客户应确保其准确并保持更新。
版本记录：版本【1.0】，发布日期【年】年【月】月【日】日。
Annex 2 Service Level Agreement (SLA)
LayraxAI Pte. Ltd. (Singapore) Version: 【1.0】 Effective Date: 【Year】 Year 【Month】 Month 【Day】 Day
This Service Level Agreement (this "Addendum" or the "SLA") is Annex 2 to the LayraxAI Enterprise Service Agreement and the LayraxAI Professional Service Agreement (whichever one applies according to the Customer's customer type, collectively the "Principal Agreement") and forms an integral part of the Principal Agreement. Unless otherwise defined, the terms in this Addendum have the same meanings as in the Principal Agreement.
Order of Precedence (Important). With respect to service availability, Incident response, and remedies for failure to meet the availability target, in the event of any inconsistency between this Addendum and the Principal Agreement, this Addendum prevails; where this Addendum makes no agreement, the Principal Agreement applies. This Addendum does not expand any obligations or liabilities of either party under the Principal Agreement (Section 11 of the Principal Agreement).
1. Definitions
1.1 "Service Cycle" means each billing cycle of the subscription purchased by the Customer, commencing on the date the Service is activated (or on each renewal date), with its length determined by the subscription term stated in the order form (e.g., one month, one year); the Service is not billed aligned to calendar months.
1.2 "Measurement Window" means each consecutive 【30】-day period commencing on the date the Service is activated (or on each renewal date); any remaining period of fewer than 【30】 days at the end of a Service Cycle is merged into, and calculated together with, the preceding Measurement Window, is not counted as a separate Measurement Window, and does not shorten that Window as a result. Measurement Windows run from the activation date or renewal date and are not aligned to calendar months.
1.3 "Unavailability" means any continuous period during which the Customer, within its Business Account, is unable to access or use the Core Functions of the Service for reasons attributable to us. Core Functions means 【scheme generation, content storage and access, account login and authentication】.
1.4 "Window Availability" means the ratio of available time within a given Measurement Window, calculated by deducting the Unavailability time and the excluded time listed in Section 3 from the total duration.
1.5 "Scheduled Maintenance" means maintenance that we arrange in advance for upgrades, capacity expansion, vulnerability patching, or performance improvement, notified in advance in accordance with Section 4.
1.6 "Incident" means an abnormal event occurring in the Service that affects the Customer's normal use, classified in accordance with Section 5.
1.7 "Availability Target" means the Window Availability target set forth in Section 2.1. To avoid ambiguity, this target is an operational goal and does not constitute any guarantee, warranty, or condition by us regarding service availability; it is also distinct from the "Service Credits" (usage credits) defined in Section 1 of the Principal Agreement.
2. Service Availability
2.1 Availability Target. We will use reasonable efforts to ensure that the Window Availability of the Service in each Measurement Window is no lower than 【99.5】%. The foregoing percentage is an operational goal and does not constitute any guarantee, warranty, or condition by us regarding service availability. The Customer may view availability history via 【the service status page/in-product announcements】.
2.2 Calculation Method. Window Availability = (total duration of the Measurement Window − Unavailability time − excluded time) ÷ (total duration of the Measurement Window − excluded time) × 100%.
2.3 Handling of Failure to Meet the Target. Where the Window Availability of a given Measurement Window falls below the target in Section 2.1, the Customer may seek remedies for that Window in accordance with Section 8. Availability is determined by the records of our monitoring system; where the Customer has evidence to the contrary, the parties should verify it in good faith.
3. Exclusions (Important)
The following periods are not counted as Unavailability time, and we bear no availability commitments or remedial liability with respect to such periods:
(a) Customer-side causes: the Customer's network environment, devices, operating system, or browser, or the Customer's failure to meet the plug-in's system requirements and compatible versions (Section 2.11(b) of the Principal Agreement);
(b) Offline and authentication failures: the Customer being offline, experiencing abnormal network connectivity, or failing to pass identity verification, resulting in functions being unavailable (Section 2.11(e) of the Principal Agreement);
(c) Host software: failures, version updates, interface changes, or abnormal licensing status of third-party host software itself, such as SketchUp, Revit, and 3ds Max (Section 2.11(b) of the Principal Agreement);
(d) Scheduled Maintenance: maintenance windows notified in advance in accordance with Section 4, and maintenance periods separately agreed by the parties;
(e) Customer conduct: configuration errors, use in violation of the agreement, or usage exceeding the agreed amounts or limits by the Customer or its End Users, or service interruptions caused by violations of the Principal Agreement and our policies;
(f) third-party services: third-party services, third-party integrations, or third-party plug-ins enabled by the Customer;
(g) free and trial: use of free versions, trial periods, or within promotional credits, as well as features labeled Beta, preview, or experimental;
(h) suspension: periods during which we suspend the Service due to the Customer's overdue payment, breach of the Principal Agreement, or pursuant to Section 7 of the Principal Agreement;
(i) force majeure: events constituting force majeure under Section 13.5 of the Principal Agreement.
4. Scheduled Maintenance
4.1 We will use reasonable efforts to schedule Scheduled Maintenance during 【off-peak business hours】, and will notify the Customer at least 【3】 days in advance through in-product announcements, Account Console messages, or email, informing the Customer of the maintenance time window and the expected impact.
4.2 Routine maintenance windows will not exceed 【2】 per month or 【4】 hours per instance; emergency security patches are not subject to the advance-notice restriction, and we will inform the Customer promptly afterwards.
5. Incident Classification and Response
We handle Incidents according to the following classifications and respond as quickly as possible after becoming aware:
| Level | Definition | First Response Time | Restoration Target | Progress Updates |
|---|---|---|---|---|
| Level 1 (Critical) | Core Functions entirely unavailable, or the Customer's business comprehensively interrupted | Within 【30】 minutes | Restoration or a workaround provided within 【4】 hours | Updates every 【2】 hours |
| Level 2 (Major) | Core Functions partially unavailable, or primary performance significantly degraded, with the Customer's business materially affected | Within 【2】 hours | Restoration or a workaround provided within 【8】 hours | Updates every business day |
| Level 3 (Minor) | Non-core functions abnormal, or localized, sporadic issues, with limited impact on the Customer's business | Within 【1】 business day | Determined through negotiation between the parties or fixed in the next release | Updates as needed |
5.1 The first response time means the time from our confirmation of an Incident to our first substantive reply to the Customer; the restoration target is a value to be pursued with reasonable efforts and does not constitute a guarantee.
6. Support Services
6.1 Support Channels. We provide support via 【support email/ticketing system/in-product customer service】; a separate 【emergency contact number】 is available for major Incidents. Support hours are 【business days 9:00–18:00 (Singapore time)】, with 【7×24】 response for Level 1 Incidents.
6.2 Response and Handling. The first response time for support requests follows the classifications in Section 5; handling progress and solutions will be communicated on an ongoing basis to the extent feasible.
6.3 Customer Cooperation. The Customer should promptly provide incident symptoms, reproduction steps, environment information, and necessary permissions; where handling is delayed due to the Customer's failure to provide necessary information or cooperation, the corresponding period is not counted toward the response time. We do not provide on-site or performed-on-behalf maintenance for the Customer's local devices and host software, but may provide necessary guidance.
7. Backup and Recovery (RTO/RPO)
7.1 We perform automatic backups 【daily】 and conduct recovery drills 【at least once per year】 (Schedule 2 of the DPA).
7.2 Recovery Time Objective (RTO): 【 】 hours; Recovery Point Objective (RPO): 【 】 hours. The foregoing targets are values to be pursued with reasonable efforts.
7.3 The Customer should back up its local models, project files, and project data on its own and at regular intervals (Section 2.11(d) of the Principal Agreement). We bear no liability for loss of local files (Section 11.3 of the Principal Agreement).
8. Handling of Failure to Meet the Availability Target
8.1 Service Restoration. Where the Service fails to meet the availability target in Section 2.1, we will use reasonable efforts to restore the Service to normal operation as soon as possible, and may, depending on the cause and impact of the Incident, take remedial measures to the extent feasible.
8.2 Right to Terminate. Where the Window Availability within the same Measurement Window falls below 【95.0】%, or the Window Availability falls below 【99.5】% in 【2】 consecutive Measurement Windows, the Customer may, within 【30】 days after such circumstance occurs, terminate the subscription for the affected portion by notifying us in writing, and we will refund on a pro-rata basis the fees for the affected portion that were prepaid but unused, in accordance with Section 7.5(c) of the Principal Agreement.
8.3 Sole Remedy (Important). To the extent permitted by applicable law, the measures set forth in Sections 8.1 and 8.2 are the sole and exclusive remedies available to the Customer for the Service's failure to meet the availability target. We will not provide the Customer with any form of refund, Service Credits, term extension, bill credit, or other monetary compensation for Service unavailability; Section 6.6 of the Principal Agreement applies to this Section. This Section does not limit: (a) the Customer's right to assert termination for our material breach pursuant to Section 7 of the Principal Agreement; (b) the remedies for service changes under Section 2.8 of the Principal Agreement; (c) liability that may not be excluded or limited under mandatory provisions of applicable law.
9. Changes and Termination
9.1 Changes. We may revise this Addendum to reflect the evolution of the Service, adjustments to the technical architecture, or operational needs, but will not materially reduce the overall level of service to the Customer; where a material reduction is constituted, the notification and remedy arrangements for service changes under Section 2.8 of the Principal Agreement apply. The current version is subject to the version published in our product or on our official website.
9.2 Termination. This Addendum terminates upon termination of the Principal Agreement.
10. Contact
10.1 LayraxAI. Support email: 【support email】; emergency contact: 【emergency contact number】; service status page: 【status page address】.
10.2 Customer. The Customer's designated contacts and contact information are subject to the information registered in the Account Console, and the Customer should ensure their accuracy and keep them up to date.
Version record: Version 【1.0】, release date 【Year】 Year 【Month】 Month 【Day】 Day.