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Service Policy

Scope of application

This AlphaPrime Data Hosting and Service terms ("Hosting Terms") are the terms and conditions of data hosting and support services related to software provided by Shanghai AlphaPrime Health Science & Technology Co., Ltd. ("AlphaPrime") in SaaS mode. The Hosting Terms are applicable to the user's data processing activities using AlphaPrime Software.


definitions

If any of the following terms are not defined in the Master Agreement, they have the following meanings:



The Master Agreementrefers to the “Master Agreement for Software and Professional Services (Purchaser)” or the “Master Agreement for Software and Professional Services (Partner)” signed by the relevant parties and AlphaPrime.
Usersrefer to the relevant stakeholders who use AlphaPrime Software for data activities according to the applicable master agreement. According to the master agreement, they may include the Purchaser, Partner, Partner’s customer, and Authorized user.
AlphaPrime Softwarerefers to the licensed software provided by AlphaPrime through SaaS as agreed under the applicable master agreement and order ("Licensed Software" has the definition given in the master agreement).
User datarefers to the Purchaser data and Partner data agreed in the applicable master agreement.



Terms used but not defined in this Hosting Terms shall have the definitions given in the applicable Master Agreement.


Hosting and Support Services

AlphaPrime will provide data hosting and support services for users to use AlphaPrime software agreed in the master agreement and corresponding orders for data processing activities. The hosting and support services described in the Hosting Terms include the following:

1、Provide users with data hosting services to enable customers to safely access, invoke or in other ways to process their user data when using AlphaPrime Software.
2、Provide users with support services for using AlphaPrime software, including upgrading, patching, bug fix of AlphaPrime software.

For the avoidance of doubt, the hosting and support services described in this Hosting Terms do not include the professional services under the applicable master agreement for which the relevant users need to sign in separate orders.


Authorized access and processing

The user agrees and confirms that AlphaPrime will only access or process user data for the following purposes: (a) provide AlphaPrime software to the user; And (b) provide hosting and support services to users. Between AlphaPrime and users, users retain all rights, ownership and interests in user data. For the above purposes, AlphaPrime may access or process user data in the following ways:

1、Designate AlphaPrime personnel as project administrator or system administrator to access user data with read-only permissions to help users make more efficient use of relevant functions of AlphaPrime software and help users identify and find possible problems in the process of use;
2、Configured function delivery, including customized requirements implementation.
3、Troubleshooting (prevention, detection and bug fix);
4、Continuously improve AlphaPrime software (install the latest updates, upgrade the system, verify the compatibility of new functions, improve the reliability, effectiveness and security of software and services, etc.).

AlphaPrime will not access or process user data for advertising, marketing, or similar purposes.


Data retention and deletion

Within the period of authorized use of AlphaPrime Software agreed in the applicable master agreement and corresponding orders, users can access, extract, and delete user data stored in AlphaPrime Software according to their respective permissions.


Security measures and obligations

1、AlphaPrime will implement and maintain appropriate technical and organizational measures to protect user data and prevent accidental or illegal destruction, loss, change, unauthorized disclosure, or access of user data transmitted, stored or otherwise processed by users when using AlphaPrime software.

2、By default, user data (including any personal data involved in it) transmitted on the public network between the user and AlphaPrime or between AlphaPrime's data centers is encrypted. AlphaPrime will also encrypt the user data stored statically in the process of using AlphaPrime software.

3、AlphaPrime adopt the mechanism of minimum necessary access rights to control access to user data. For user data access required to provide AlphaPrime software and hosting and support services to users, AlphaPrime adopts role-based access control to ensure limited access only when the purpose is reasonable and approved in accordance with the management control process.

4、If there is a scenario where user data needs to be recovered, AlphaPrime will obtain the user's consent and authorization separately according to the management control process before implementing relevant operations.

5、Users are responsible for independently determining whether AlphaPrime's technical and organizational measures meet their requirements, including any security obligations under applicable data protection laws and regulations. The user acknowledges and agrees that (taking into account the technical status quo, implementation costs and the nature, scope, context and purpose of relevant data processing activities and possible risks) the security practices and policies implemented and maintained by AlphaPrime can provide a security level appropriate to the risks associated with user data.

6、If AlphaPrime finds that there is a security event that causes accidental or illegal destruction, loss, change, unauthorized disclosure or access to user data stored on AlphaPrime software, AlphaPrime will (1) promptly notify the user of the security event; (2) Investigate security incidents and provide users with detailed information about security incidents; And (3) take reasonable measures to mitigate the impact and minimize the damage caused by security incidents without undue delay.

The security event notification will be sent to one or more administrators of the user by any means (including email) selected by AlphaPrime. Users are responsible for ensuring the accuracy of their administrator's contact information. The user shall be responsible for complying with the obligations related to security events stipulated in the laws and regulations applicable to the user.

AlphaPrime's notification or response to the security incident in accordance with the provisions of this section does not mean that AlphaPrime acknowledges any fault or responsibility related to the security incident.

If the user finds any possible misuse of account or authentication credentials or any security incident related to AlphaPrime Software, the user must immediately notify AlphaPrime.


Service level of hosting and support services

The hosting and support services provided by AlphaPrime to users meet the following service levels:

1、Service availability
Calculation method: (system running time - system unavailable time)/system running time × 100%
Target: ≥ 99%

2、Service reliability
Calculation method: interval between two adjacent system unavailable events
Target: ≥ 90 days

3、Incident Response Service Level



SeverityDefinitionInitial Responding Time
Emergency S1system service interruption or serious data integrity problem, affecting all users1 hour
High S2system is available, but major functional defects or significant performance degradation occur4 hour
Medium S3system is available, but secondary functional defect occurs1 business day
Low S4routine consultation or service request (including demand change)2 business day



The service level agreed in this section does not apply to: (i) users use AlphaPrime Software in non-production environment (such as test environment); (ii) User's Free trial, Tryout, Preview for software or functions provided by AlphaPrime.

Under no circumstances will AlphaPrime be liable for failing to reach the service level due to any of the following reasons: (i) the user's breach of the Master Agreement or this Hosting Terms; (ii) due to user or third party’s mis-use or oversight; (iii) The reason for any system, hardware, software or service not controlled by AlphaPrime (including but not limited to the reason for the user's own computer or network system, the reason for the telecom operator or the Internet access operator).


Update and application of hosting terms

The user's use of a AlphaPrime software shall be subject to the Hosting Terms that are valid when signing the corresponding order. AlphaPrime may update the Hosting Terms from time to time to (i) meet the requirements of applicable laws and regulations issued from time to time; Or (ii) reflect the features of the new functions and supplementary programs (i.e., the content not included in the previous software) launched by AlphaPrime with respect to the relevant AlphaPrime software.

AlphaPrime will publish notifications to notify the users of major changes to current Hosting Terms (if any) 30 days in advance on website: https://www.AlphaPrime.cn/service/hosting-service-policy.

If such update is to meet the requirements of applicable laws and regulations issued from time to time, the updated content shall be applicable to users' use of AlphaPrime Software starting right after AlphaPrime released the new Hosting Terms.

If the update is to reflect the new features and supplementary programs of AlphaPrime Software, users should apply the updated Hosting Terms when using these new features and supplementary programs.


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