AWS App Studio Service Level Agreement

This AWS App Studio Service Level Agreement (“SLA”) is a policy governing the use of AWS App Studio (“App Studio”) and applies separately to each account using App Studio. 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 in this SLA but not defined shall have the meanings set forth in the Agreement. 

AWS will use commercially reasonable efforts to make App Studio [us-west, eu-west] available with a Monthly Uptime Percentage greater than the highest value shown in the table below during any monthly billing cycle (the “App Studio SLA”). In the event App Studio does not meet the SLA, you will be eligible to receive a Service Credit as described 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 equal to or greater than 95.0%	25%
Less than 95.0%	100%

Service Credits are calculated as a percentage of the total charges paid by you for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future App Studio 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 App Studio 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. You may not combine or stack claims under the App Studio SLA for a particular App Studio deployment. Your credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include the information specified below:

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

2. The billing cycle and AWS regions with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage of that AWS region for the billing cycle and the specific dates and times of each unavailability that you are claiming;

3. the team ID for App Studio; and

4. your request logs and any other information that document the errors and corroborate your claimed outage**.

** Please replace any confidential or sensitive information with asterisks.

If we confirm you have a valid claim under the applicable SLA, 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 SLA does not apply to any unavailability, suspension, or termination of App Studio, or any other App Studio 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 App Studio; (ii) that result from any actions or inactions by you (e.g., modifying required IAM roles or failure to republish an application within the specified time frame); (iii) that result from you not following the guidelines and best practices described in the App Studio technical documentation on the AWS Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use App Studio in accordance with the Agreement. 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.

• A “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.

• “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability of all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any App Studio SLA Exclusions (defined above).

• "Availability” is calculated for each 5-minute interval as the percentage of Requests (defined below) processed by App Studio that do not fail with Errors (defined below) and relate solely to the provisioned App Studio functions. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.

• “Request” means:
  • For browser-based requests, an attempt to load the App Studio admin and building experience, or an attempt to load a page or execute a function in a published application.
  • For API-based requests, an invocation of a function within a published App Studio application.

• An “Error” is any Request that returns a 500 or 503 error code.