Amazon CloudWatch Service Level Agreement

Last Updated: July 27, 2021

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

This SLA applies to the following functions (each a “Function”) of Amazon CloudWatch:

  • Amazon CloudWatch Metrics API calls
  • Amazon CloudWatch Logs Data Ingestion API calls
  • Amazon CloudWatch Alarms

Service Commitment

AWS will use commercially reasonable efforts to make each Function available with a Monthly Uptime Percentage for such Function for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event a Function 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 the applicable Function in the affected AWS region for the monthly billing cycle in which the Monthly Uptime Percentage for such AWS region fell within the ranges set forth in the table 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 greater than or equal to 95.0% 25%
Less than 95.0% 100%

We will apply any Service Credits only against future payments otherwise due from you for the applicable Function. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle during which the applicable Function did not meet the Service Commitment. Service Credits will not entitle you to any refund or other payment from AWS. Service Credits 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 CloudWatch or any Function is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA. 

Credit Request and Payment Procedures

To receive Service Credits, you will need to 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 billing cycle and AWS region with respect to which you are claiming Service Credits, together with the dates and times of each Unavailability incident for the applicable Function that you are claiming; 

3. the affected CloudWatch Metrics API calls, CloudWatch Logs Data Ingestion API calls and/or CloudWatch Alarms; and

4. 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 Credits 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 CloudWatch SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon CloudWatch (or any Function), or any other Amazon CloudWatch (or Function) 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 Amazon CloudWatch (or the applicable Function); (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the current Amazon CloudWatch (or the applicable Function’s) technical documentation (including the applicable developer guides) as posted by us and updated by us from time to time on the AWS Site; (iv) 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); or (v) arising from our suspension or termination of your right to use Amazon CloudWatch (or the applicable Function) in accordance with the Agreement (collectively, the “Amazon CloudWatch SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • “Monthly Uptime Percentage” with respect to any Function for a given AWS region is calculated by subtracting from 100% the average of the Unavailability of all 5-minute intervals in the monthly billing cycle for such Function. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon CloudWatch SLA Exclusion.
  • A “Request” means:
    • For Amazon CloudWatch Metrics API calls, an invocation of an Amazon CloudWatch operation by directly calling the Amazon CloudWatch Metrics APIs, as specifically referenced in the Documentation on the AWS Site for Amazon CloudWatch Metrics API calls; and
    • For Amazon CloudWatch Logs Data Ingestion API calls, an invocation of the PutLogEvents API.
  • A “Server Error” is any Request that returns a 500 or 503 error code.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • “Unavailability” means:
    • For Amazon CloudWatch Metrics API calls and Amazon CloudWatch Logs Data Ingestion API calls, the percentage of Requests processed by such Function that fail with Server Errors during a 5-minute interval; and
    • For Amazon CloudWatch Alarms, the percentage of rules that fail to be processed by Amazon CloudWatch Alarms during a 5-minute interval.