This Amazon Route 53 Service Level Agreement (“SLA”) is a policy governing the use of Amazon Route 53 under the terms of the Amazon Web Services Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. (“AWS”, “us” or “we”) and users of AWS’ services (“you”). This SLA applies separately to each account using Amazon Route 53. Unless otherwise provided herein, this SLA is subject to the terms of the AWS Agreement and capitalized terms will have the meaning specified in the AWS Agreement. We reserve the right to change the terms of this SLA in accordance with the AWS Agreement.

AWS will use commercially reasonable efforts to make Amazon Route 53 100% Available (defined below). In the event Amazon Route 53 does not meet the foregoing commitment, you will be eligible to receive a Service Credit as described below.

  • “100% Available” means that Amazon Route 53 did not fail to respond to your DNS queries during a monthly billing cycle.
  • A “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible Amazon Route 53 account.

Service Credits are calculated based on 1 day of Service Credit, which is equal to your average daily Route 53 query charges for the monthly billing cycle preceding the monthly billing cycle in which the period that Amazon Route 53 was not 100% Available occurred, and are available as follows:

Duration Amazon Route 53 was not 100% Available
Service Credit
5 - 30 minutes 1 day Service Credit
31 minutes - 4 hours 7 days Service Credit
More than 4 hours 30 days Service Credit

We will apply any Service Credits only against future Amazon Route 53 payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the error occurred. Service Credits will not entitle you to any refund or other payment from AWS. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the AWS Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Amazon Route 53 is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

To receive a Service Credit, you must submit a claim by opening a case in the AWS Support Center. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

i. the words “SLA Credit Request” in the subject line;

ii. the dates and times of each period that Amazon Route 53 was not 100% Available that you are claiming; and

iii. your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the period that Amazon Route 53 was not 100% Available is confirmed by us, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Route 53, or any other Amazon Route 53 performance issues: (i) that result from a suspension described in Section 6.1 of the AWS Agreement; (ii) caused by factors outside of our reasonable control, including any force majeure event, denial-of-service attack or Internet access or related problems beyond the demarcation point of Amazon Route 53; (iii) that result from any actions or inactions of you or any third party; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); (v) arising from our suspension and termination of your right to use Amazon Route 53 in accordance with the AWS Agreement; (vi) that result from you exceeding usage limits stated in the Amazon Route 53 documentation (collectively, the “Amazon Route 53 SLA Exclusions”); or (vii) that result during a period that you were not using all four virtual name servers (for example, ns123.awsdns.com, ns123.awsdns.net, ns123.awsdns.co.uk and ns123.awsdns.org) assigned to your “hosted zone”. If availability is impacted by factors other than those used in our calculation of 100% Available, then we may issue a Service Credit considering such factors at our discretion.