Note:
This Agreement shall take effect on August 28, 2026.
To use the Tencent Healthcare Data Services ("Service"), you must carefully read and comply with this Service Level Agreement ("Agreement" or "SLA") and the Tencent Cloud Terms of Service . This Agreement contains the terms and definitions of the Service, Service availability, Service success rate grade indicator, compensation policies, 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 be brought to your attention in bold, underlined, or other prominent form. If you have any questions about the agreement, you can contact Tencent Cloud through a ticket. Unless you have fully read, completely understood, and accepted all terms of this Agreement, please do not purchase or use the Service. By checking a box, clicking confirm/agree, purchasing or using the Service in any manner, or otherwise expressly or impliedly indicating your acceptance of this Agreement, you shall be deemed to have read, understood, and agreed to be bound by this Agreement. This Agreement shall become legally effective between you and Tencent Cloud and constitute a legally binding document for both parties.
1. Terms and Definitions
1.1 Tencent Healthcare Data Services ("THDS")
The Service provided by Tencent Cloud is a standardized medical and healthcare data processing technical service. It is an interface solution built on the international healthcare data exchange standard FHIR, providing the structured construction, management, and cross-institutional exchange capabilities for Electronic Health Records (EHR), and supporting authorized users in securely accessing their self-managed healthcare data through APIs.
1.2.1 The Total Number of Service Minutes in a Service Month
It is calculated based on the number of days in the service month * 24 (hours) * 60 (minutes).
1.2.2 Service Unavailable
Where all legitimate data requests (read, write, or subscribe) initiated through the FHIR API continuously return 5xx internal error codes or consecutive timeout failures for reasons attributable to Tencent Cloud, and such unavailability lasts for more than one minute, such minute is deemed as Service Unavailable Time. Failures caused by user parameter errors, permission configurations, or faults of third-party systems (such as HIS/EMR) shall not be counted as Service Unavailable Time.
1.2.3 Single Service Unavailable Minutes
Single Service Unavailable Minutes = Service Unavailable Resolution Time − Service Unavailable Start Time. Single Service Unavailable Minutes is calculated in minutes. If the duration within which the service fault recovers to normal is less than one minute (i.e., the service unavailability does not exceed one minute), it is not counted as Service Unavailable Time. If the duration exceeds one minute but is less than two minutes, it is counted as two minutes. For example, if the duration of a single Service Unavailable event is 1 minute and 1 second, it is counted as 2 minutes.
1.2.4 Service Month Unavailable Minutes
Service Month Unavailable Minutes means the sum of Single Service Unavailable Minutes within a Service Month.
1.2.5 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 Service activation date is March 17, it includes 4 service months, 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 is calculated separately on a monthly basis.
1.2.6 Monthly Service Fee
Monthly Service Fee refers to the total amount of service fee actually consumed by you in a Service Month. The Monthly Service Fee excludes the fees offset by vouchers, coupons, or other means of deduction.
2. Service Availability
2.1 Calculation of Service Availability
Service Availability = (1 − Service Month Unavailable Minutes / The Total Number of Service Minutes in a Service Month) × 100%.
2.2 Service Availability Standard
The Service Availability of the Service provided by Tencent Cloud under the deployment architectures listed below shall be as follows. If the Service Availability Standard is not met (excluding cases covered by the disclaimer), you shall be entitled to compensation in accordance with Article 4 of this Agreement.
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Single-region standard architecture | ≥ 99.9% |
For reference, assuming a Service Month of 30 days, the Total Number of Service Minutes in a Service Month equals 43,200 minutes. When the Service Availability commitment is no less than 99.9%, the corresponding allowable Service Unavailable Time within the Service Month shall not exceed 43.2 minutes.
3. Data Security Management
3.1 Data Storage
Customer Data will be stored in the region you select when you activate the Service.
3.2 Data Durability
The data durability commitment of the Service shall be no less than 99.99999%, meaning that, out of every 10 million data objects in a given month, no more than one data object may be lost.
3.3 Data Disposal
After you actively delete your data, Tencent Cloud will, in accordance with the platform’s existing data disposal procedures, remove the relevant data files from the underlying storage media, ensuring that the deleted data cannot be recovered by software.
3.4 Customer Data
3.4.1 Customer Data refers to the data that you store in, upload to, or process by means of the Service (including without limitation annotation, analysis, sharing, or any other means of processing).
3.4.2 You represent and warrant that the Customer Data is data that you have lawfully collected, obtained, or generated in the ordinary course of business, and that such Customer Data does not and has not infringed, in any manner, the intellectual property rights, personal rights, personal information rights and interests, or any other legitimate rights and interests of any individual or entity.
3.4.3 You shall enjoy the lawful and necessary ownership or disposal rights over the Customer Data. The Customer Data shall not be, and has not been, used for any illegal or non-compliant purpose. You have obtained the lawful authorization of the relevant subjects to use the Customer Data for the Service under this Agreement. You represent and warrant that you have the lawful right to use the Service to store, upload, annotate, analyze, share, or otherwise process such Customer Data.
3.4.4 You represent and warrant that your storage, upload, annotation, analysis, sharing, or any other processing of the Customer Data through the Service does not violate any applicable medical ethics or public order and morals. Tencent Cloud does not provide medical, clinical, regulatory, or ethical review of Customer Data or Customer's use of the Service.
3.4.5 Tencent Cloud acknowledges that, as between you and Tencent Cloud, you retain all rights, title, and interests in and to the Customer Data that you lawfully hold. You represent and warrant that you have obtained and will maintain all rights, permissions, authorizations, and other lawful bases necessary for Tencent Cloud to provide the Service and for you to upload, store, access, process, analyze, share, or otherwise use the Customer Data through the Service in accordance with this Agreement and applicable laws and regulations. Tencent Cloud will protect the Customer Data in accordance with applicable laws and this Agreement. Except as set forth below, Tencent Cloud shall not access or process the Customer Data without your authorization:
(1) Where access or processing is required to implement the Service functions you have selected, after obtaining your consent;
(2) Where Tencent Cloud is required to provide cooperation in accordance with the law upon the request of competent national judicial, administrative, or other authorities;
(3) Other circumstances mutually agreed by both parties.
3.4.6 You have the right, in accordance with this Agreement and the relevant operating instructions of the Service, to upload, process, delete, modify, or otherwise operate on your Customer Data at your sole discretion. You shall exercise caution when performing deletion, modification, or other operations on the data.
3.4.7 Tencent Cloud provides the Service solely to enable you to operate on and process the Customer Data in accordance with this Agreement. Any consequences and liabilities arising from the generation, collection, processing, use, or other aspects of the Customer Data in violation of applicable laws and regulations shall be borne by you. Tencent Cloud may, on this ground, terminate the provision of the Service to you. Any losses, liabilities, or expenses incurred by you in this respect shall be borne by you. If your conduct causes losses to Tencent Cloud, you shall compensate Tencent Cloud for such losses.
4. Compensation Plan
Compensation will be provided in the form of vouchers issued by Tencent Cloud, and you must comply with the voucher usage rules (including the 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, gifted, or otherwise disposed of.
4.2 Compensation Standard
If the Service Availability Standard is not met in a Service Month (i.e., Service Availability falls below 99.9%), the compensation shall be calculated separately for the corresponding Service Month in accordance with the following table, and the total amount of compensation shall not exceed the corresponding Monthly Service Fee actually paid by you for the Service in the non-compliant Service Month.
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99.0% ≤ Availability < 99.9% | 15% |
95.0% ≤ Availability < 99.0% | 30% |
Availability < 95.0% | 100% |
4.3 Time Limit for Claims
(1) If the Service Availability Standard is not met in a Service Month, you may file a claim for compensation through the work order system of your corresponding account only after the fifth (5th) business day of the calendar month immediately following the end of that Service Month. To facilitate verification, you are advised to provide, in the claim, the service instance ID, the unavailable time period (accurate to the minute), and relevant error logs or screenshots. Tencent Cloud will conduct the corresponding verification after you have filed the claim. In case of any dispute between the parties regarding the calculation of Service Availability, 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 in which the Service Availability Standard is not met. If you fail to file a claim within the aforesaid period, file a claim after the aforesaid period, or file a claim in a manner other than that agreed in this Agreement, you shall be deemed to have automatically waived your right to claim compensation and any other rights against Tencent Cloud. Tencent Cloud reserves the right to decline such claim and shall not be liable for any compensation or indemnification to you.
5. Disclaimer
For Service Unavailability caused by the following reasons, the corresponding Service Unavailable Time does not fall within the scope of the calculation of Service Unavailability and Tencent Cloud’s compensation, and Tencent Cloud shall not be liable to you:
5.1 Service Unavailability caused by network, equipment, system, or communication line failures, or by configuration adjustments, other than those of any equipment belonging to Tencent Cloud.
5.2 Service Unavailability caused by hacker attacks on your applications.
5.3 Service Unavailability caused by loss or leakage of data, passwords, credentials, or other information due to your improper maintenance or improper confidentiality.
5.4 Service Unavailability caused by your negligence or by operations authorized by you.
5.5 Service Unavailability caused by your failure to follow Tencent Cloud agreements, the Service usage documentation, or the usage recommendations.
5.6 Service Unavailability or failure to meet the service standard caused by the software installed by you, or by any other third-party software or configuration not directly operated by Tencent Cloud.
5.7 Service Unavailability caused by force majeure. “Force Majeure” refers to circumstances that the parties to this Agreement cannot foresee and whose occurrence and consequences cannot be overcome or avoided, including without limitation: natural disasters such as floods, hail, tsunamis, typhoons, droughts, and fires; government actions, such as the issuance, adjustment, or modification of policies, laws, and regulations by government authorities, or the adoption of new measures that render this Agreement unable to be performed; social abnormal phenomena such as riots, epidemics, wars, and strikes (excluding internal labor disputes between the parties); and other events that cannot be foreseen, overcome, or avoided and that have a material impact on one or both parties.
5.8 Service Unavailability caused by any of the following circumstances:
(1) Changes in basic telecommunications resources, including without limitation technical adjustments by telecommunications authorities, and the installation, modification, or maintenance of telecommunications or power networks by telecommunications or power suppliers, or damage to telecommunications or power lines;
(2) Control actions by competent government authorities or telecommunications operators;
(3) Public network congestion, decreased operating efficiency, or hacking activities;
(4) Other circumstances not attributable to Tencent Cloud that Tencent Cloud cannot control or reasonably foresee.
5.9 Server suspension or termination caused by your failure to purchase or pay Service fees as agreed.
5.11 Short-term Service interruption or suspension caused by Tencent Cloud’s performance of the “routine maintenance” described in the Tencent Cloud Terms of Service with respect to the Service. 5.12 Service Unavailability or failure to meet the service standard caused by reasons not attributable to Tencent Cloud.
5.13 Circumstances described in applicable laws and regulations, related agreements (including the Tencent Cloud Terms of Service and other agreements referenced herein), related rules (including descriptions of the Service’s content, pricing, and other service matters published on the relevant pages of the official website, as well as the page terms, usage documentation, and other rules that you have confirmed and agreed to when purchasing and using the Service), or rules and instructions separately issued by Tencent Cloud applicable to the Service, in which Tencent Cloud is permitted to be exempted from liability or released from compensation liability. 6. Miscellaneous
6.1 Tencent Cloud reserves the right to modify this Agreement when appropriate or necessary. Your continued use of the Service after such modification shall be deemed your acceptance of the modified Agreement.
6.2 In no event shall Tencent Cloud’s total liability for breach of contract compensation exceed the total Service Fees you have paid for the applicable Service during the twelve (12) months prior to the first occurrence of the failure.
6.3 The descriptions of the Service content, pricing, and other service matters on relevant pages of the Tencent Cloud official website , as well as online terms, usage documentation, etc., that you confirm and agree to in the purchase or use of the Service, constitute an integral part of this Agreement. As an ancillary agreement to the Tencent Cloud Terms of Service, this Agreement shall have the same legal effect as the Tencent Cloud Terms of Service. For matters not stipulated herein, you shall comply with the relevant provisions of the Tencent Cloud Terms of Service. In case of any conflict or inconsistency between this Agreement and the terms of the Tencent Cloud Terms of Service, this Agreement shall prevail, but only to the extent of such conflict or inconsistency.