Amazon API Gateway Service Level Agreement

Last Updated:March 20, 2019

This Amazon API Gateway Service Level Agreement (“SLA”) is a policy governing the use of Amazon API Gateway (“API Gateway”) and applies separately to each account using API Gateway. 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 API Gateway available with a Monthly Uptime Percentage of at least 99.95% for each AWS region, during any monthly billing cycle (the “Service Commitment”). In the event that a API Gateway 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 API Gateway in the affected AWS region 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 99.95% 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 API Gateway 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 Service Commitment was not met. 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, non-performance, or other failure by us to provide API Gateway 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 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:

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

2. the dates, times, and AWS regions of each lack of Availability incident that you are claiming;

3. the affected API Gateway API ID(s);

4. the billing cycle with respect to which you are claiming Service Credits;

5. 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 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.

Amazon API Gateway SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of API Gateway, or any other API Gateway 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 API Gateway; (ii) that result from any voluntary actions or inactions by you or any third party (e.g., scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making encryption keys inaccessible, etc.); (iii) 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); (iv) that result from you not following the best practices described in the Amazon API Gateway Developer Guide on the AWS Site; or (v) arising from our suspension or termination of your right to use API Gateway in accordance with the Agreement (collectively, the “API Gateway SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by API Gateway that do not fail with Errors and relate solely to the provisioned API Gateway APIs. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
  • An “Error” is any Request that fails due to an API Gateway internal service error.
  • “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude any lack of Availability resulting directly or indirectly from any API Gateway SLA Exclusion.
  • A “Request” is an invocation of an endpoint of any API hosted on API Gateway.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.

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