Amazon Connect Service Level Agreement

Last Updated: March 21, 2019

This Amazon Connect Service Level Agreement (“SLA”) is a policy governing the use of Amazon Connect and applies separately to each account using Amazon Connect. 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 Connect available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle, of at least 99.99% (the “Service Commitment”). In the event Amazon Connect 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 following charges paid by you for Amazon Connect 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:

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.99% but greater than or equal to 99.0%

5%

Less than 99.0% but greater than or equal to 95.0%

15%

Less than 95.0%

100%

We will apply any Service Credits only against future Amazon Connect payments otherwise due from you. At our discretion, we may issue the Service Credits 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. 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 or non-performance or other failure by us to provide Amazon Connect 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:

(i) the words “SLA Credit Request” in the subject line;
(ii) the billing cycle and AWS regions 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 and times of 5-minute intervals where Down time was experienced in that AWS region throughout the billing cycle;
(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 credit 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 the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

Amazon Connect SLA Exclusions and Requirements

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Connect, or any other Amazon Connect performance issues: (i) caused by factors outside of our reasonable control, including any force majeure event, telecom carrier or Internet access or related problems beyond the demarcation point of Amazon Connect; (ii) resulting from any actions or inactions from you or any third party including but not limited to: configuration, integrations or customer/3rd party actions, problems on customer’s network (e.g. firewall, router, switch, telecom circuits, etc.), (iii) related to or caused by your development, testing, and monitoring (e.g. load testing), (iv) resulting from failure to follow the guidelines or exceeding the limitations described in the Amazon Connect Documentation on the AWS Site; (v) resulting 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); (vi) arising from our suspension or termination of your right to use Amazon Connect in accordance with the Agreement (collectively, the "Amazon Connect SLA Exclusions").

Additionally, to qualify for the SLA credit, you must (i) for toll free numbers, utilize Amazon as your RespOrg if available (this SLA will apply to toll free numbers where Amazon is not available as your RespOrg), (ii) have the Enterprise Support plan in place, and as part of this plan, complete a “Well-Architected Review” with an AWS Solutions Architect (collectively the “Amazon Connect SLA Requirements”).

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

• Amazon Connect is considered “Down” in a 5-minute interval if all contact flows fail to execute for inbound and outbound calls in that interval, whether or not error branches are taken in the contact flows.

• "Monthly Uptime Percentage" for Amazon Connect for a given AWS region is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which Amazon Connect was Down for all Amazon Connect instances in an account. If the Amazon Connect service is not used in production for the entire month, it is assumed to be 100% available for the portion of the month when not in production use. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon Connect SLA Exclusion.

• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.