AWS Supply Chain Service Level Agreement

This AWS Supply Chain Service Level Agreement (“SLA”) is a policy governing the use of AWS Supply Chain and applies separately to each account using AWS Supply Chain. 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 AWS Supply Chain instances available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event an AWS Supply Chain instance 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 the affected AWS Supply Chain instance for the monthly billing cycle in which the Monthly Uptime Percentage for a given AWS region fell within the ranges set forth in the table below:

We will apply any Service Credits only against future AWS Supply Chain 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 AWS Supply Chain is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

1. the words “AWS Supply Chain SLA Credit Request” in the subject line;
   
2. the billing cycle, the AWS region, and the instance ID for the affected AWS Supply Chain instance with respect to which you are claiming Service Credits, together with the dates and times for each Unavailability incident that you are claiming in such AWS region throughout the billing cycle; and
   
3. your documentation of the errors that 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.

The Service Commitment does not apply to any unavailability, suspension, or termination of AWS Supply Chain, or any other AWS Supply Chain 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 AWS Supply Chain; (ii) that result from any actions or inactions from you; (iii) that result from you not following the guidelines or best practices described in the AWS Supply Chain 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 AWS Supply Chain in accordance with the Agreement (collectively, the “AWS Supply Chain 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.

• “Monthly Uptime Percentage” for AWS Supply Chain for a given AWS region is calculated by subtracting from 100% the percentage of 5-minute intervals during the month in which the AWS Supply Chain instance was Unavailable. If you have been running the AWS Supply Chain instance for only part of the month, the AWS Supply Chain instance 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 AWS Supply Chain SLA Exclusions.
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  
• "Unavailable" and “Unavailability” mean that all connection requests to the running AWS Supply Chain instance fail during a 5-minute interval.