Amazon Location Service Level Agreement

Last Updated: May 5, 2022

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

Service Commitment

AWS will use commercially reasonable efforts to make Amazon Location available with the Monthly Uptime Percentages set forth in the table below, for each AWS region, during any monthly billing cycle (the “Service Commitment”). In the event Amazon Location 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 Amazon Location in the affected AWS region for the monthly billing cycle in which the Service Commitment was not met, in accordance with the schedule 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 Amazon Location 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 lack of Availability 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 Amazon Location is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive a Service Credit, you must 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:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle and AWS region(s) with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for that AWS region for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability in that AWS region throughout the billing cycle; and

(iii) 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 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.

Amazon Location SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon Location, or any other Amazon Location performance issues: (i) caused by factors outside of our or our Geolocation Providers’ reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Amazon Location or our Geolocation Providers; (ii) that result from any actions or inactions by you; (iii) that result from you exceeding the service quotas or any other usage limitations or not following the guidelines and best practices described in the Amazon Location 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 Amazon Location in accordance with the Agreement (collectively, the “Amazon Location 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.

Definitions

  • “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Amazon Location that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
  • An “Error” is any Request that returns a 500 or 503 error code.
  • “Geolocation Provider” has the meaning set forth in the Service Terms for Amazon Location.
  • “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon Location SLA Exclusion.
  • A “Request” is an invocation of an Amazon Location function (i) by directly calling an Amazon Location API or (ii) triggered by a supported AWS service or feature integration.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
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Amazon Location 服务水平协议

最后更新日期:2022 年 5 月 5 日

本 Amazon Location 服务水平协议(“SLA”)是管理 Amazon Location Service(“Amazon Location”)使用的政策,并单独适用于每个使用 Amazon Location 的帐户。如果本 SLA 的条款与 AWS 客户协议或管理您对我们服务之使用的其他协议(“协议”)的条款发生冲突,则适用本 SLA 的条款和条件,但仅限于此类冲突的范围。本协议中使用但未定义的相关术语应具有协议中规定的含义。

服务承诺

AWS 将尽商业上合理的努力,确保在任何月度账单周期内,向每个 AWS 区域提供的 Amazon Location 达到下表所示的每月正常运行时间百分比(“服务承诺”)。如果 Amazon Location 未达到服务承诺,您将有资格获得如下所述的服务抵扣额度。

服务抵扣额度

服务抵扣额度按照您在未达到服务承诺的月度账单周期内,为受影响的 AWS 区域的 Amazon Location 支付的总费用的百分比,根据下表计算:

每月正常运行时间百分比

服务抵扣额度百分比

低于 99.9% 但高于或等于 99.0%

10%

低于 99.0% 但高于或等于 95.0%

25%

低于 95.0% 100%

任何服务抵扣额度只能用于抵扣您在未来须支付的 Amazon Location 款项。我们可能会自行决定向您的信用卡(即在发生不可用状况的账单周期内,您用来付款的信用卡)发放服务抵扣额度。服务抵扣额度将不会使您有权从 AWS 获得任何退款或其他付款。服务抵扣额度仅在相关月度账单周期的抵扣金额大于 1 美元 ($1 USD) 时适用并发放。服务抵扣额度不得转让或应用于任何其他帐户。除非协议另有规定,否则对于任何 Amazon Location 不可用、性能不佳的情况,或我们未能提供 Amazon Location 的其他情况,您享有的唯一且排他的救济限于根据本 SLA 条款获得服务抵扣额度(如符合资格要求)。

抵扣额度申请和支付程序

要获得服务抵扣额度,您必须在 AWS 支持中心创建问题,提交申请。 为了符合条件,我们必须在事件发生后的第二个账单周期结束前收到抵扣额度申请,且该申请必须包括:

(i) 主题行中包含“SLA 抵扣额度申请”字样;

(ii) 您申请服务抵扣额度的账单周期和 AWS 区域,以及该账单周期内该 AWS 区域的每月正常运行时间百分比,以及在整个账单周期内该 AWS 区域可用性低于 100% 的每个 5 分钟时间段的具体日期、时间和可用性;以及

(iii) 记录错误并证实您所述故障的申请日志(请删除日志中的任何机密或敏感信息,或用星号替代)。

如果我们确认了此类申请的每月正常运行时间百分比,且其低于服务承诺,则我们将在申请发生月份后的一个账单周期内向您发放服务抵扣额度。如果您未能按照上述要求提供申请和其他信息,您将失去获得服务抵扣额度的资格。

Amazon Location SLA 例外情况

服务承诺不适用于因以下原因导致的 Amazon Location 的任何不可用、暂停或终止,或任何其他 Amazon Location 性能问题:(i) 因超出我们或我们的地理位置提供商合理控制范围的因素而导致,包括任何不可抗力事件、互联网接入或超出 Amazon Location 或我们的地理位置提供商分界点的相关问题;(ii) 因您的任何作为或不作为而导致;(iii) 因您超出服务配额或任何其他使用限制,或未遵循 AWS 网站上的 Amazon Location 文档中所述的指南和最佳实践而导致;(iv) 因您的设备、软件或其他技术而导致;或 (v) 因我们根据协议暂停或终止您使用 Amazon Location 的权利而导致(统称为“Amazon Location SLA 例外情况”)。如果可用性受到除我们在每月正常运行时间百分比计算中所用因素以外其他因素的影响,则我们在发放服务抵扣额度时可能会酌情考虑这些因素。

定义

  • “可用性”是指按每 5 分钟时间段计算的 Amazon Location 处理的未出错请求所占的百分比。如果您在给定的 5 分钟内未发出任何请求,则假定该时间段内 100% 可用。
  • “错误”是指返回 500 或 503 错误代码的任何请求。
  • “地理位置提供商”具有 Amazon Location 服务条款中规定的含义。
  • 给定 AWS 区域的“每月正常运行时间百分比”是指月度账单周期中所有 5 分钟时间段的可用性平均值。每月正常运行时间百分比的测量不包括任何 Amazon Location SLA 例外情况直接或间接导致的停机时间。
  • “请求”是指对 Amazon Location 功能的调用,方式为 (i) 直接调用 Amazon Location API 或 (ii) 由支持的 AWS 服务或功能集成触发。
  • “服务抵扣额度”是一种美元抵扣额度,以上文所述的方式计算,我们可以将该额度退回符合条件的帐户。