Amazon AppStream 2.0 Service Level Agreement

Last Updated: May 10, 2022

This Amazon AppStream 2.0 Service Level Agreement (this “SLA”) is a policy governing the use of Amazon AppStream 2.0 and applies separately to each account using Amazon AppStream 2.0. 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.

AWS will use commercially reasonable efforts to make Amazon AppStream 2.0 available for each AWS region with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”). In the event Amazon AppStream 2.0 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 fleet charges paid by you for Amazon AppStream 2.0 during the month in the applicable AWS region, excluding user fees, in accordance with the schedule below.

We will apply any Service Credits only against future Amazon AppStream 2.0 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, non-performance, or other failure by us to provide Amazon AppStream 2.0 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:

1. the words “SLA Credit Request” in the subject line;
2. the dates and times of each unavailability incident that you are claiming;
3. the affected users, stacks, and fleets; and
4. your 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 we confirm that the Monthly Uptime Percentage is less than the Service Commitment, we will issue the appropriate Service Credit to you within one billing cycle following the month in which we confirm your request. Your failure to request a Service Credit or to provide any other information necessary to validate the request will disqualify you from receiving a Service Credit.

The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon AppStream 2.0, or any other Amazon AppStream 2.0 performance issues, that result from: (i) factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Amazon AppStream 2.0; (ii) any actions or inactions by you, including improper configuration of your image, streaming applications, operating system settings, fleet, stack, identity provider, Active Directory environment, VPC, or DNS; (iii) your or your user’s equipment, software, network, or other technology; (iv) lack of a provisioned and available Streaming Resource, including due to under-provisioning of your fleet or pending provisioning of new Streaming Resources through auto-scaling, session termination, or periodic Streaming Resource refreshing; (v) your failure to follow the guidelines or to use the service within the limitations described in the Amazon AppStream 2.0 Documentation on the AWS Site; or (vi) our suspension or termination of your right to use Amazon AppStream 2.0 in accordance with the Agreement (collectively, the “Amazon AppStream 2.0 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. 

• “Deployment Minutes” is the total number of minutes that a given Streaming Resource is provisioned and available for streaming during a billing month in a given AWS region.
• “Downtime” is the total accumulated Deployment Minutes across all Streaming Resources provisioned during a month in which the Streaming Resource is Unavailable.
• “Maximum Available Minutes” is the sum of all Deployment Minutes across all Streaming Resources provisioned in an AWS account during a billing month.
• “Monthly Uptime Percentage” is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given AWS account in a given AWS region. Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (Maximum Available Minutes – Downtime) / Maximum Available Minutes. Monthly Uptime Percentage measurements exclude Downtime resulting directly or indirectly from any Amazon AppStream 2.0 SLA Exclusion.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• "Streaming Resource” is an Always-On streaming instance, On-Demand streaming instance, or an Elastic fleet.
• A Streaming Resource is considered “Unavailable” during a given minute if all continuous attempts to connect to the Streaming Resource throughout the minute are unsuccessful. If there are no attempts to connect to the Streaming Resource during the minute, the Streaming Resource is considered available during the minute.

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