AWS CloudFormation Service Level Agreement

This AWS CloudFormation Service Level Agreement (“this SLA”) is a policy governing the use of AWS CloudFormation priced features (“CloudFormation”) and applies separately to each account using CloudFormation. This SLA does not apply to unpriced (i.e., free) CloudFormation features. 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 CloudFormation for each AWS region available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the “CloudFormation SLA”). In the event CloudFormation does not meet the CloudFormation SLA, you will be eligible to receive a Service Credit as described below.

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.9% but equal to or greater than 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 CloudFormation in the affected AWS region for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future CloudFormation 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 CloudFormation 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. 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:

i. the words “Amazon CloudFormation SLA Credit Request – Claim” in the subject line;

ii. the dates and times of each unavailability incident that you are claiming;

iii. the resource IDs for CloudFormation resources; and

iv. 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 CloudFormation, or any other CloudFormation 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 CloudFormation; (ii) that result from any actions or inactions by you; (iii) that result from you not following the guidelines and best practices described in the CloudFormation 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 CloudFormation 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 CloudFormation SLA Exclusion.

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

• A “Request” is a customer-initiated action of a type specifically listed as supported by AWS CloudFormation in the AWS CloudFormation API Reference pages on the AWS site. Requests only include priced actions for priced features; free actions and usage of free features do not count as Requests and are not eligible for Service Credits.
  
  
• An “Error” is any Request that returns a 500 or 503 error code.