Amazon MQ Service Level Agreement

Last Updated: March 19, 2019

This Amazon MQ Service Level Agreement ("SLA") is a policy governing the use of the Amazon MQ Service ("Amazon MQ") and applies separately to each account using Amazon MQ. In the event of a conflict between the terms of this SLA and the terms of the AWS Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement.

Service Commitment

AWS will use commercially reasonable efforts to make each Active/Standby Broker available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). In the event an Active/Standby Broker does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for each Active/Standby Broker for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

Monthly Uptime Percentage Service Credit Percentage

Less than 99.9% but greater than or equal to 99.0%

10%

Less than 99.0% but greater than or equal to 95.0%

25%
Less than 95.0% 100%

We will apply any Service Credits only against future Amazon MQ 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 unavailability 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 Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Amazon MQ is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive a Service Credit, you will need to 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 Unavailability incident you are claiming;

iii.) the broker ARN of each affected Active/Standby Broker; and

iv.) 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 Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

Amazon MQ SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon MQ, or any other Amazon MQ performance issues: (i) 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 MQ; (ii) that result from any voluntary actions or inactions from you or any third party (e.g., rebooting a broker, misconfiguring security groups, VPC configurations or credential settings, insufficient broker capacity, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from brokers belonging to the micro class or other broker classes which have similar CPU and memory resource limitations; (iv) that result from you not following the basic operational guidelines described in the Amazon MQ Developer Guide on the AWS Site; (v) caused by underlying broker engine software that leads to repeated broker crashes or an inoperable broker; (vi) 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); or (vii) arising from our suspension or termination of your right to use Amazon MQ in accordance with the Agreement (collectively, the "Amazon MQ SLA Exclusions").

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • "Active/Standby Broker" means an Amazon MQ broker with the ACTIVE_STANDBY_MULTI_AZ parameter set to true.
  • "Monthly Uptime Percentage" for a given Active/Standby Broker is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Active/Standby Broker was "Unavailable". If you have been running that Active/Standby Broker for only part of the month, your Active/Standby Broker is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon MQ SLA Exclusion.
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Unavailable" means that all connection requests to the running Active/Standby Broker fail during a 1 minute interval

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