1、 [Preface]
You must carefully read and fully understand the contents of each clause, especially the clauses limiting or exempting liability, as well as the service level and agreement indicators provided by Tianrun Rongtong to customers. Unless you have read and accepted all the terms of this agreement and related agreements, rules, etc., you have no right to use this service. Any use of this service by you shall be deemed that you have read and agreed to the above agreements, rules, etc. If you have any behavior in violation of this agreement, Tianrun Rongtong has the right to unilaterally limit, suspend or terminate the provision of this service to you at any time according to its violation, and has the right to investigate your relevant responsibilities.
2、 [Introduction]
A mutually agreed agreement defined between service providers and users to ensure the performance and reliability of services at a certain cost. This article includes the guarantee of service effectiveness, such as the guarantee of fault resolution time, service timeout, security, data integrity, fault response time, etc. The service level agreement is a service provided by the IT operation and maintenance department to ensure the normal, safe, efficient and economic operation of the IT infrastructure and application system by comprehensively using various IT operation and maintenance support tools.
3、 [Scope of Agreement]
This agreement is between you and Beijing Tianrun Rongtong Technology Co., Ltd. regarding your use of this service.
This agreement is applicable to the call center platform services of Tianrun Rongtong Technology Co., Ltd. (www.cticloud.cn, www.clink.cn and www.ccic2. com).
4、 [Commitment indicators]
4.1 Service availability
Calculation method: (service running time - service unavailable time)/system running time X 100%
Target: 99.78%
Description:
Availability means less downtime and service recovery capability;
The statistical cycle of service unavailability rate is a natural month, and if it is less than one month, it shall be planned as a whole month;
The computing unit is the unavailable time for providing services for a single account of a single enterprise (the single account of the enterprise in the BOSS system is the unit, not a single agent or a single number);
The scope of the service unit is a single account opened by an enterprise in the BOSS system, the availability rate of the front and rear Web services of this account, and the telephone connection rate of the trunk circuit. Business Unavailable Definition:
If the front and rear business access of the WEB is not available (page access), it will be unavailable for more than 2 minutes, and less than 2 minutes will not be counted as unavailable time;
The bottom layer soft switch (call) is unavailable, starting from 1 minute, if it is more than 1 minute, it will be unavailable once, and if it is less than 1 minute, it will not be included in the unavailable time;
The system has about one minute of automatic maintenance time from 03:00 to 06:00 every morning. At this time point, the system is unavailable, which affects the front and back login and other operations of the system;
4.2 Service reliability
Calculation method: the average interval between recovery from one event and the next event
Goal: 90 days
Note: The meaning of the indicator definition is the service uninterrupted time, the mean time between failures network access performance
Target: Multi line BGP access
Note: The Internet exports of Tianrun Rongtong are all BGP lines, that is, the Internet export links are interconnected with China Telecom, China Unicom, China Mobile, Education Network and other four operators respectively; At present, the business system platform and network platform of Tianrun Rongtong will not limit the bandwidth of active access customers coming from the Internet;
4.3 Accuracy of service measurement
Calculation method: the phone charge is charged by minute, which is the same as the mobile phone charge mechanism of the operator; The service fee is charged per seat per month
Note: the accuracy of our business account billing is 99.4%; The service fee reaches 100%.
Users can choose online and offline payment methods. If users have doubts about the billing of cloud service providers, they can export call records (original billing logs) through the user's background management system for further verification. The logs are retained for one year.
4.4 Service auditability
Calculation method: all business operation records have logs that can be reviewed
Objective: can be reviewed
Description:
All business operations and codes are recorded in logs, which are kept for three months. All server logins are accessed by the bastion machine. All operations can be found in the bastion machine, and the whole process can be simulated and reviewed. The log is retained for more than 12 months;
If the customer has doubts about the service security of Tianrun Rongtong, Tianrun Rongtong will provide the customer with on-site review, but will not provide log records to the customer;
If the customer has doubts about the specification of operation and maintenance management, Tianrun Rongtong will do on-site operation demonstration for the customer;
Tianrun always cooperates with the law enforcement department to provide the law enforcement department with all system logs for review;
4.5 Right to Know Data
User data is stored in the data center of the new halo network, the Century Internet data center, the computer room of Xi'an Unicom, and the computer room of Shanghai Unicom;
All data of the user shall have at least one backup and cold standby data;
The user cannot select the data storage location;
The local laws and relevant laws of the People's Republic of China that the data center is known to comply with;
All user data will not be provided to any third party, except for the regulatory audit needs of the government regulatory department. All user data will not exist in foreign data centers or be used for foreign business or data analysis. The user's behavior log will be used for the data analysis of the database running status, but will not present the user's personal information data externally;
4.6 Data privacy
The Tianrun Cloud call center system is composed of multiple independent sub platforms. Different tenants are scattered in these sub platforms, and each sub platform is isolated on the physical server;
The private information of each tenant in the sub platform is an independent table, and the tenants are isolated at the table level;
The configuration information of each tenant in the sub platform shares a table structure. All interface requests and page requests need tenant authentication verification. Refer to the relevant interface documents for authentication related technologies;
The business access of each tenant in the sub platform is isolated at the sql level. The common table has an enterprise number field to distinguish tenants. The access to sql is isolated by the enterprise number field, and the access to sql of independent tables is isolated by the dynamic table name;
The downloading and audition of recordings require the tenant's authentication and authentication information;
The cloud service provider has the right to view all the user's data, but we regulate that the operation and maintenance personnel should not view any of the user's data privately. Only with the user's authorization can they have the right to view the user's private data;
All private information of users is stored on the server and in the database. When cloud service providers need to view user information, they need to log in to the server to view it;
All operations of operation and maintenance personnel on the server have operation records and support dynamic playback function;
4.7 Data portability
The business system supports call recording, call recording and data export through interface docking or page;
The business system supports the export of customer data and business records through the page;
The recording file is provided in MP3 format (16bit 8KHz mono);
Other data export formats are Excel;
4.8 Data destructibility
Description:
The cloud call center platform cannot delete any call related data (including call recording files and call recording information) during the data retention period of the contract period.
During the data retention period of the cloud call center platform during the contract period, the operation and maintenance management personnel of the cloud service provider shall not delete or destroy data in any way.
All the following data cleaning and destruction operations mean that the data is not within the contract retention period.
The data record deletion in the database is operated from the database with the DELETE command;
Delete the recording file and log file directly under the Linux system through the rm command;
The hard disk is processed as follows: the day before the user requests to delete data or the device is abandoned or resold, Runrong will adopt a low-level disk format. The tool used is DM, and the full name is Hard Disk Management Program;
After deleting user data, any operation and maintenance personnel are prohibited from performing data recovery operations. The management personnel can view all operations of the operation and maintenance personnel through the audit system of the bastion machine;
The hard disk will be physically scrapped when it expires.
4.9 Persistence of data storage
Objective: During the contract period, it is promised that the data storage durability of user call recordings and call records is 99.9999%.
4.10 Call completion rate
Calculation method: number of call connections/number of all call requests
Goal: 97.1%
Note: The meaning of the indicator is that after receiving 1000 call requests, the platform can connect more than 971 calls. There is a difference between the connection rate and the response rate. The response rate is that both the calling and the called are connected. The connection rate is that after receiving the call request, the platform is responsible for connecting the called number, and returning to the normal ringing or RBT prompt is considered to be connected.
4.11 Business resource allocation capability
The number of user seats is dynamically adjusted. The minimum number of seats is 1 seat, and the maximum number of seats at a time is not more than 100 seats. There is no limit to the number of seats. The number of seats to be adjusted must be formally applied by the user by mail, and the cloud service provider can dynamically adjust online after review.

4.12 Fault recovery capability
Application equipment failure: enable the application backup server for switching business, and the switching time is completed within 45 minutes
Network failure: use the intelligent DNS method for network remote switching, and the switching time is about 2 minutes
Relay failure: the switching time shall not exceed 5 minutes.
5、 [Service Change and Termination Clause]
In view of the need to optimize the network and improve the service, the user understands and agrees that the intelligent cloud call center service has the right to change some or all of the services. If the change does not involve service interruption or affect the user's experience, the intelligent cloud call center does not need to notify the user separately.
The intelligent cloud call center service needs to regularly or irregularly maintain and upgrade the service platform or related equipment. If the service is interrupted within a reasonable time due to such circumstances, the intelligent cloud call center does not need to bear any responsibility for this. However, the intelligent cloud call center should make advance notification as far as possible.
6、 [Service Compensation Clause]
If and only if the intelligent cloud call center service is unavailable or has a serious failure due to its own reasons, the intelligent cloud call center service is obliged to repair the problem as soon as possible. When the service is unavailable for more than the commitment, the user can be appropriately compensated.
The intelligent cloud call center service compensates by deduction from the bill of the current month or the next month, and does not support cash compensation. This compensation rule is only for specific services that meet the compensation conditions, and does not support other services for the intelligent cloud call center. In addition, this compensation rule is only for the current user, and it does not support the use of compensation to pay related fees for non current users. At the same time, the total amount of compensation shall not exceed the total amount of service fees charged by the smart cloud call center in the current month.
Users must apply for service compensation. In order to obtain the above service compensation, users must notify the intelligent cloud call center in writing within 30 days from the date when they are eligible for the corresponding compensation. If this requirement is not followed, the user will lose the right to obtain service compensation.
Upper limit of service compensation: the amount of service compensation paid by the intelligent cloud call center service to users for all service interruptions in a single calendar month will not exceed 25% of the functional service fee or 10% of the phone bill.
Calculation method of service compensation: for users charged by service providers, if the service unavailable time calculation meets the "1<service unavailable time/commitment standard"
Users charged by the service provider, if the service unavailable time calculation meets the "1<service unavailable time/commitment standard
7、 [User binding terms]
If the service interruption of the service provider's cloud call center is caused by the operator's basic network, the service provider will be exempted from compensation and can provide the user with an operator fault report.
The user is fully responsible for the data content of any data used by the user to use the intelligent cloud call center service.
The user guarantees the legitimacy of the data source used, and assumes all responsibilities caused by improper access. Users must use the intelligent cloud call center service for legitimate purposes, and must abide by the laws or relevant regulations of the People's Republic of China in the process of using the service.
Users shall not cause any harassment or discomfort to other third parties. Otherwise, the user shall bear full responsibility for all consequences.