Foreword

Please carefully read and fully understand the content of each term, with particular attention to terms regarding exemption or limitation of liability, as well as the service level and agreement indicators provided by Accmed for customers. You are prohibited from using the services unless you have read and accepted all the terms of this Agreement. Any act of using the service shall be deemed that you have read and agreed to be bound by this Agreement. In the event of any breach of this agreement, Accmed has the right to unilaterally restrict, suspend or terminate the provision of this service at any time based on the severity of the breach, and has the right to hold you fully liable for resulting damages.

Introduction

A service level agreement (SLA) is a commitment between a service provider and a client to ensure the performance and reliability of the service at a certain cost. It includes guarantees for service effectiveness, such as guarantees for time to resolution, service timeout, security, data integrity, and time to response. Service level agreement is a document provided by the IT operation department to ensure the failure-free, safe, efficient and cost-effective operation of IT infrastructure and applications by using various IT operation and maintenance supporting tools.

Agreement Scope

This agreement is an agreement between you (the user) and ACCMED TECHNOLOGY PTE. LTD. regarding your use of this service.

This agreement applies to ACCMED TECHNOLOGY PTE. LTD.'s intelligent clinical research cloud platform（IRTON & EDCON）

Data Storage Continuity

Calculation method:

Monthly intact data / (Monthly intact data + Monthly lost data) * 100%

Goal: 99.9%

Note:

1. Continuity means the probability that user data would not be lost.

2. The analyzing cycle of non-loss probability is each calendar month, where less than a month is counted as one month.

3. The measurement units are as follows: a. Application data is counted in rows of database tables. b. File data is counted in files.

Data Destructibility

Upon receipt of the customer's request for data deletion including but not limited to devices, applications and files, Accmed will completely delete the data in the

required scope within 30 working days and ensure the data irrecoverable.

Data Portability

Accmed assures that when customers adopt or abandon Accmed’s intelligent clinical research cloud platform, they can import or export data, including: a. SQL files database and Bin Log level data format of MySQL; b. File data generated during application operation and used by the application; c. Standard structured data supported by the platform.

Data Privacy

1. Accmed's intelligent clinical research cloud platform provides services to customers or users in unit of tenant. Each tenant has an independent tenant ID, and tenants are isolated by tenant IDs.

2. The ownership and right to use of the tenant and data belong to the client or user.

3. All transactions performed by the operations personnel on the server have audit trail records.

Right to Know of Data

1. User data is stored in Azure Cloud Singapore.

2. All user data is backed up with at least two copies, including hot backup and cold backup.

3. The user cannot choose the data storage location.

4. All known Data Centers must adhere to Local laws and applicable laws of the Singapore.

5. All user data will not be provided to any third party, except for the purpose of government supervision and audit. All user data will not be stored in data centers overseas or used for international business or data analysis. Users’ behavior logs will be used for product design optimization, but will not be presented externally.

Service Auditability

Audit method: All operational transaction records are kept for audit

Goal: Available for audit

Note

1. All operational transactions have log records, and the logs are saved for more than 6 months. All server logins are made through the bastion host, and all transactions can be found in the bastion host, where the entire process can be retrospectively simulated. The logs are saved for more than 12 months.

2. If the customer has questions about the service security of Accmed, Accmed will provide clients with on-site inspection, but will not provide log records to clients.

3. Accmed will cooperate with law enforcement authorities at any time, providing all system logs to law enforcement authorities for audit.

Service Function

Please refer to the User Operation Manual for Accmed’s products.

Service Availability

Calculation method: (service uptime - service downtime) / system uptime * 100%

Goal: 99.9%

Note:

1. Availability means rarely interrupted service (Downtime) and service resilience;

2. The analyzing cycle of the service unavailability rate is each calendar month, where less than a month is counted as one month.

3. The calculation unit is the unavailable time of the front-end and back-end services for a single tenant (using a single tenant as a unit instead of a single account or a single function of the company on the intelligent clinical research cloud platform.)

Definition of service unavailability:

1. If the response time of front-end and back-end services exceeds two minutes, count it as one incident of unavailability. Those less than two minutes will not be counted；

2. The unavailable time does not include time for scheduled tasks such as system upgrade, cutover, and maintenance (will be announced in advance).

Service Resource Deployment Capability

The intelligent clinical research cloud platform has flexible extension capabilities. Customers or users can apply for extension or reduction of required resources as needed. Administrators can add accounts, projects, and function modules online in real time.

Fault Recovery Capability

Accmed provides fault monitoring and 24/7 operations and maintenance, and also technical support through phone calls and emails. It has a comprehensive set of fault emergency response mechanisms such as fault monitoring, automatic alarming, rapid locating, and rapid recovering.

Accmed has a systematic and standardized fault handling plan. The database uses real-time synchronization among the main and backup, local backup, and remote backup to ensure automatic recovery and manual recovery of the fault. For fault monitoring, Accmed has a in-house developed monitoring system that monitors the operating system, middleware, application services and system logs, etc., and promptly sends alerts by email and Ding Talk. The fault handling staff consists of engineers at different levels, and adopts level specific escalation procedures for different faults.

Service Measurement Accuracy

The intelligent clinical research cloud platform charges based on the clinical trial project initiated by the user or the service time.

Changes and Termination of Services

Accmed has the right to modify some service indicators of this service level agreement in a timely manner according to the changes, and promptly post an announcement on its official website or send an email or written notification of the modification to users.

Service Compensation Clause

If and only if the service of the intelligent clinical research cloud platform is unavailable due to its own reasons or serious malfunction, the intelligent clinical research cloud platform service has the obligation to fix the problem as soon as possible. When services are unavailable for a time longer than committed, users may be compensated appropriately.

User Mandatory Provision

Users shall ensure that when using Accmed services, they will comply with national and local laws and regulations, industry practices and social public ethics. They shall not use the services provided by Accmed to store, publish, and disseminate the following information and content: any content (information) that violates national laws and regulations ; political propaganda and/or news information that violates state regulations; information that involves state confidentiality and/or security; feudal superstitions and/or obscene, pornographic, indecent information, or instigating crime; gambling prize , gambling games; information that violates national ethnic and religious policies; information that prevents the operation of the Internet; information that violates the legitimate rights and interests of others and/or other information or content that is detrimental to social order, public order, and public morals. The user should commit not to provide any convenience for others to publish the above-mentioned information content that does not comply with national regulations and/or these terms of service, including but not limited to setting URLs, banner links, etc.

The user shall agree that Accmed has the right to terminate the provision of services to the user when the user violates the above agreement. The user shall compensate for all direct and consequential losses of Accmed due to any above violation. Users shall ensure that they will not use technical approaches or other means to attack or disrupt Accmed cloud services.

Service Provider Exemption Clause

Accmed shall not be liable for any accidental loss caused by improper operations performed by the user.

Under no circumstances will Accmed be liable for any failure or delay in providing services due to force majeure and accidents. For the purposes of this clause, force majeure and accidents refer to the unpredictable and unavoidable failure of information network due to normal equipment maintenance, information network connection failure, computer, communication or other system failure, power failure, war, natural disaster, government action and other objective conditions of natural and social phenomena that cannot be overcome.