This Amazon CloudFront Service Level Agreement (“SLA”) is a policy governing the use of the Amazon CloudFront 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 CloudFront. 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 CloudFront available with a Monthly Uptime Percentage (defined below) of at least 99.9% during any monthly billing cycle (the “Service Commitment”). In the event Amazon CloudFront does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated as a percentage of the total charges paid by you for Amazon CloudFront for the billing cycle in which the error occurred in accordance with the schedule below.
We will apply any Service Credits only against future Amazon CloudFront payments otherwise due from you; provided that, we may issue the Service Credit to the credit card that you used to pay for Amazon CloudFront for the billing cycle in which the error occurred. Service Credits shall 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 or non-performance of Amazon CloudFront or other failure by us to provide Amazon CloudFront is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA or termination of your use of Amazon CloudFront.
To receive a Service Credit, you must submit a request by sending an e-mail message to aws-sla-request @ amazon.com. To be eligible, the credit request must (i) include your account number in the subject of the e-mail message (the account number can be found at the top of the AWS Account Activity page); (ii) include, in the body of the e-mail, the dates and times of each incident of non-zero Error Rates that you claim to have experienced; (iii) include your server 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); and (iv) be received by us within ten (10) business days after the end of the billing cycle in which the errors occurred. If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than 99.9%, then we will issue the Service Credit to you within one billing cycle following the month in which the error occurred. 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 CloudFront, or any other Amazon CloudFront 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 or Internet access or related problems beyond the demarcation point of Amazon CloudFront; (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 CloudFront in accordance with the AWS Agreement; (vi) that result from exceeding usage limits stated in the Amazon CloudFront documentation; or (vii) that result from use of an origin server other than Amazon S3 (collectively, the “Amazon CloudFront SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of the Error Rate, we may issue a Service Credit considering such factors in our sole discretion.