Last updated on: 2025-03-27
eSignGlobal Platform Service Level Agreement (Service Level Agreement, referred to as "SLA") stipulates the service availability metrics and compensation schemes for the eSignGlobal platform services provided by YiQianBao (Hong Kong) Limited to users. This agreement does not apply to users who have not purchased relevant products and services on the eSignGlobal platform.
1. Definitions
1.1 eSignGlobal Services
The eSignGlobal platform provides users with Web/API-based electronic signature services. Users can quickly register for an account using their email address and email verification code via the Web. For Hong Kong users, additional support is provided for using the iAM Smart app to scan a QR code for identity authentication and authorized login to the eSignGlobal platform to initiate contract signing. Technical personnel from the user side can also independently interface with the eSignGlobal platform through API to integrate electronic signature functionality into the user's business system, initiate or obtain required process information, and achieve business management-electronic signing integration.
1.2 Service Unavailability
Interface request failure rate unavailability refers to the situation where the interface request failure rate of the eSignGlobal platform service exceeds 10% within a unit of time (with each minute as a statistical granularity), which is deemed as service unavailability for that unit of time. A failed request unavailability is counted as service unavailability time only if the eSignGlobal platform service remains unavailable for 5 consecutive minutes or longer; if it is less than 5 consecutive minutes, it is not counted as service unavailability time.
1.3 Minute-by-Minute Interface Request Failure Rate
The minute-by-minute interface request failure rate refers to the proportion of failed requests returned by the eSignGlobal platform to the total number of user requests within a unit of time (1 minute).
Minute-by-Minute Interface Request Failure Rate = (Number of Failed Interface Requests per Minute / Total Number of Interface Requests per Minute) * 100%
1.4 Failed Request
(1) It refers to a request for which the error code returned by the eSignGlobal platform is an internal server error code, including 5XX error codes; however, it does not include requests that trigger rate limiting or failures due to planned scaling, upgrades, maintenance, or shutdowns of the eSignGlobal platform.
(2) User requests refer to requests sent by users and received by the eSignGlobal platform server, excluding requests that are unauthenticated, fail authentication, or are in a service suspension state due to unpaid bills.
(3) Requests made to the eSignGlobal platform by users due to hacker attacks, or requests executed asynchronously at the backend due to configured cross-regional replication or lifecycle rules, are not considered valid requests or failed requests.
1.5 Service Availability
Service Availability = (1 - Service Unavailability Duration / Total Service Duration within the Month) x 100%
1.6 Service Unavailability Duration
Service Unavailability Duration: The sum of the minutes that the eSignGlobal platform service is unavailable within a service month. If both error rate unavailability and failed request unavailability occur at the same time, only one unavailability duration is counted.
Assuming the current month has 30 days, the available service duration for the eSignGlobal platform for users should be 30 days x 24 hours x 60 minutes x 99.9% = 43,156.8 minutes, allowing for 43,200 - 43,156.8 = 43.2 minutes of unavailable time.
1.7 Monthly Service Fee
The eSignGlobal platform service is a paid model, and the monthly service fee refers to the total service fee actually consumed by you for a single eSignGlobal platform service within one service month, excluding any paid but unused portions. The monthly service fee does not include deductions such as credits, coupon or service fee reductions.
1.8 Service Level Credits (SLC)
Service Level Credits (SLC) is a mechanism commonly found in service agreements to measure the service provider's fulfillment of service level commitments and to provide customers with certain compensation in case of non-compliance.
2. Service Commitment
The eSignGlobal platform will make commercially reasonable efforts to maintain a monthly uptime of 99.9% ("Service Commitment"). If the eSignGlobal platform fails to meet the monthly uptime percentage in any monthly billing cycle, and your account is in good standing with no overdue payments, you will be eligible to receive Service Level Credits ("SLC") as specified below.
3. Service Level Credits
SLC is calculated based on the percentage of the basic subscription total fee (excluding one-time payments and usage fees) paid by the user for the affected service within the monthly billing cycle in which the service interruption first occurs, according to the following schedule:
| Monthly Uptime Percentage | Service Level Credits |
|---|---|
| ≥ 99.5% but < 99.9% | 5% of the monthly fee |
| ≥ 95.0% but < 99.5% | 10% of the monthly fee |
| ≥ 90.0% but < 95.0% | 15% of the monthly fee |
| < 90.0% | 25% of the monthly fee |
Note:
SLC will be used to offset the user's future service subscription fees payable. If the loss caused by any service unavailability is less than one hundred US dollars (USD 100), the user will not be eligible for SLC.
For any unavailability, non-performance, or other failures of the services provided by the eSignGlobal platform, the user's sole remedy is to receive SLC according to the terms of this SLA.
If eSignGlobal's review confirms that a service unavailability has occurred and the user is eligible for SLC, then eSignGlobal will issue the SLC to the user within one billing cycle after the SLC confirmation, and the user should provide the required information to eSignGlobal before the SLC is issued. If the user fails to submit and provide the required information, they will not be eligible for SLC.
4. Exclusions
eSignGlobal is exempt from liability for service unavailability caused by the following reasons, and customers are not entitled to any Service Level Credits:
4.1 Scheduled system maintenance notifications by the eSignGlobal platform, including scaling, upgrades, and simulated fault drills.
4.2 Failures or configuration adjustments arising from networks or equipment outside of any eSignGlobal platform-owned devices.
4.3 Unavailable time for routine system maintenance.
4.4 Attacks or other improper actions on your application interface or data.
4.5 Data, passwords, and other confidential information loss or leakage due to your improper maintenance or confidentiality breaches.
4.6 Issues arising from your negligent authorization, incorrect operations, or your own equipment or third-party software and devices.
4.7 Errors caused by your failure to follow the eSignGlobal platform product usage documentation or recommendations.
4.8 Errors resulting from domain name blocking due to your content violations or other reasons.
4.9 Reduced availability caused by your unnotified massive traffic spikes without prior written notice to the eSignGlobal platform.
4.10 Service unavailability or non-compliance not caused by the eSignGlobal platform or its products.
4.11 Situations where eSignGlobal is exempt from liability or compensation as stipulated in relevant laws and regulations, agreements, rules, or separately published rules and instructions by the eSignGlobal platform.
4.12 If a single event leads to multiple unavailability periods, determined by the eSignGlobal platform's reasonable judgment, the customer is only entitled to receive SLC related to the maximum service level credits for the unavailable time.