AWS Data Pipeline Service Level Agreement

Last Updated: May 4, 2022

This AWS Data Pipeline Service Level Agreement (“SLA”) is a policy governing the use of AWS Data Pipeline (“Data Pipeline”) and applies separately to each account using Data Pipeline. 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 Data Pipeline available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Data Pipeline 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 charges paid by you for Data Pipeline in the affected AWS region 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 99.9% but equal to or greater than 99.0%


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


Less than 95.0%



We will apply any Service Credits only against future Data Pipeline 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 Data Pipeline 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, times, and availabilities for each 5-minute interval with less than 100% availability in that AWS region throughout the billing cycle;

(iii) your Request or Task logs that document the errors for 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.

Data Pipeline SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of Data Pipeline, or any other Data Pipeline 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 Data Pipeline; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the usage practices described in the Data Pipeline Developer Guide 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 Data Pipeline in accordance with the Agreement (collectively, the “Data Pipeline 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.


• “API Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Data Pipeline 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 (Internal Failure) or 503 (Service Unavailable) error code.

• A “Failure” is any Task that has status set as FAILED after all attempts are exhausted and the failure reason is Internal Failure or the Status Code in failure reason is listed as 500.

• “Monthly Uptime Percentage” for a given AWS region is calculated for a monthly billing cycle as the lower of (a) the average of the API Availability for all 5-minute intervals in the monthly billing cycle, or (b) the average of the Task Success Rate Availability for all 5-minute intervals in the monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Data Pipeline SLA Exclusions.

• A “Request” is an invocation of any Data Pipeline APIs to manage the pipelines, excluding the APIs called by Task runners.

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

• A “Task” is an instance of an activity that is part of a specific Data Pipeline run.

• “Task Success Rate Availability” is calculated for each 5-minute interval as the percentage of Tasks that do not result in a Failure. If no Tasks were attempted in a given 5-minute interval, that interval is assumed to be 100% available.