AWS Cloud WAN Service Level Agreement

This AWS Cloud WAN Service Level Agreement (this "SLA") is a policy governing the use of AWS Cloud WAN (“Cloud WAN”) and applies separately to each account using Cloud WAN. 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 makes two SLA commitments for Cloud WAN: (1) a Multi-AZ Cloud WAN SLA that governs each deployment where all Cloud WAN attachments connected to an Amazon Virtual Private Cloud (“VPC”) are deployed across multiple AZs; and (2) a Single-AZ Cloud WAN SLA that governs each deployment where one or more Cloud WAN attachments connected to a VPC are deployed in a single AZ.

Multi-AZ Cloud WAN SLA

When all Cloud WAN attachments connected to a VPC are deployed concurrently across two or more AZs (“Multi-AZ Cloud WAN”), AWS will use commercially reasonable efforts to make each Multi-AZ Cloud WAN deployment available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the "Multi-AZ Cloud WAN SLA"):

Single-AZ Cloud WAN SLA  

When one or more Cloud WAN attachments connected to a VPC are deployed in a single AZ (“Single-AZ Cloud WAN”), AWS will use commercially reasonable efforts to make each Single-AZ Cloud WAN deployment available with a Single-AZ Cloud WAN Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-AZ Cloud WAN SLA"):

Service Credits are calculated as a percentage of the total charges paid by you for the affected Cloud WAN attachments in the affected AWS Region(s) for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future Cloud WAN 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 Cloud WAN 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 Multi-AZ Cloud WAN SLA and the Single-AZ Cloud WAN SLA for a particular Cloud WAN deployment. Your 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 for the Multi-AZ Cloud WAN SLA and Single-AZ Cloud WAN SLA, as applicable:

1. the words “Cloud WAN SLA Credit Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected Core Network Edge ARNs and Core Network attachment ID;
4. the billing cycle and AWS regions with respect to which you are claiming Service Credits; and
5. your request logs that document the errors and corroborate your claimed outage.**

**Please replace any confidential or sensitive information in these logs with asterisks

If a claim under the applicable SLA is confirmed by us, 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 requested and other information as required above will disqualify you from receiving a Service Credit.

The respective SLAs do not apply to any unavailability, suspension or termination of Cloud WAN, or any other Cloud WAN performance issues, directly or indirectly: (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 Cloud WAN; (ii) that result from any actions or inactions by you (e.g., misconfiguring the Core Network, Core Network Edge Core Network Policy Tables, VPC security groups, VPC route tables, VPC configurations, or any credential settings, etc.); (iii) that result from your equipment, software or other technology; (iv) that result from you not following the guidelines or exceeding the limitations described in the Cloud WAN Documentation on the AWS Site; or (v) arising from our suspension or termination of your right to use Cloud WAN in accordance with the Agreement (collectively, the “AWS Cloud WAN SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single-AZ Cloud WAN Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

• "Availability Zone" and “AZ” means an isolated location within an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).
  "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of the monthly billing cycle in which the applicable Multi-AZ Cloud WAN was Unavailable. If the applicable Multi-AZ Cloud WAN has only been configured for part of the month, the Multi-AZ Cloud WAN is assumed to be 100% available for the portion of the month that it was not configured.
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Single-AZ Cloud WAN Uptime Percentage” is calculated by subtracting from 100% the percentage of the monthly billing cycle in which the applicable Single-AZ Cloud WAN was Unavailable. If the applicable Single-AZ Cloud WAN has only been configured for part of the month, the Single-AZ Cloud WAN is assumed to be 100% available for the portion of the month that it was not configured.
• "Unavailable" or "Unavailability" mean
  • For the Multi-AZ Cloud WAN SLA, when all attempts to connect to and from a VPC through all Multi-AZ Cloud WAN attachments fail for a period of greater than 120 consecutive seconds, when all of those Cloud WAN attachments are deployed in two or more Availability Zones.
  • For the Single-AZ Cloud WAN SLA, when all attempts to connect to and from a VPC through all Single-AZ Cloud WAN attachments fail for a period of greater than 120 consecutive seconds.