Amazon OpenSearch Service - Service Level Agreement

This Amazon OpenSearch Service - Service Level Agreement ("SLA") is a policy governing the use of the Amazon OpenSearch Service and applies separately to each account using Amazon OpenSearch Service. 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.

AWS makes three SLA commitments for Amazon OpenSearch Service: (1) a Multi-AZ with Standby SLA that governs each Amazon Service domain deployed across three AZs with one or more Standby Nodes deployed in one of the AZs; (2) a Multi-AZ without Standby SLA that governs each Amazon OpenSearch Service domain deployed across two or more AZs without any Standby Nodes; and (3) a Single-AZ SLA that governs each Amazon OpenSearch Service domain that is limited to one AZ.

Multi-AZ with Standby SLA

When an Amazon OpenSearch Service domain is deployed across three AZs with one or more Standby Nodes deployed in one of the AZs (“Multi-AZ with Standby Domain), AWS will use commercially reasonable efforts to make each Multi-AZ with Standby Domain available with a Multi-AZ with Standby Uptime Percentage of at least 99.99% during any monthly billing cycle (the "Multi-AZ with Standby SLA"). In the event Amazon OpenSearch Service does not meet the Multi-AZ with Standby SLA, you will be eligible to receive a Service Credit as described below.

Multi-AZ without Standby SLA

When an Amazon OpenSearch Service domain is deployed across two or more AZ’s without any Standby Nodes (“Multi-AZ without Standby Domain), AWS will use commercially reasonable efforts to make each Multi-AZ without Standby Domain available with a Multi-AZ without Standby Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Multi-AZ without Standby SLA"). In the event Amazon OpenSearch Service does not meet the Multi-AZ without Standby SLA, you will be eligible to receive a Service Credit as described below.

Single-AZ SLA

When an Amazon OpenSearch Service domain deployment is limited to one AZ (“Single-AZ Domain”), AWS will use commercially reasonable efforts to make each Single-AZ Domain available with a Single-AZ Uptime Percentage of at least 99.5% during any monthly billing cycle (the "Single-AZ SLA"). In the event Amazon OpenSearch Service does not meet the Single-AZ SLA, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of the charges paid by you for Amazon OpenSearch Service for the monthly billing cycle in which the applicable SLA was not met.

We will apply any Service Credits only against future Amazon OpenSearch Service 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 AWS Agreement, your sole and exclusive remedy for any unavailability or non-performance or other failure by us to provide Amazon OpenSearch Service is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

To receive a Service Credit, you will need to submit a claim by opening a case in the AWS Support Center. You many not combine or stack claims under the Multi-AZ with Standby SLA, the Multi-AZ without Standby SLA, and the Single-AZ SLA for a particular Amazon OpenSearch Service domain deployment. 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:

All SLA requests must include:

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

(ii) the dates and times of each Unavailability incident you are claiming;

(iii) the names and the AWS regions of the affected Multi-AZ with Standby domains, Multi-AZ without Standby domains, or Single-AZ domains; and

(iv) 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 a claim under the applicable SLA is confirmed by us, then we will issue the Service Credits 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 Service Credits.

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon OpenSearch Service, or any other Amazon OpenSearch Service performance issues, directly or indirectly: (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 OpenSearch Service; (ii) that result from any voluntary actions or inactions from you; (iii) that result from insufficient storage and compute capacity provisioned to handle your workload; (iv) that result from you not following the best practices described in the Amazon OpenSearch Service Developer guide on the AWS Site; (v) that result from input data or operations not supported in the version of Elasticsearch or OpenSearch used on the Multi-AZ with Standby domain, Multi-AZ without Standby domain, or Single-AZ domain; (vi) caused by underlying Elasticsearch or OpenSearch software that lead to repeated failures while processing your Requests; (vii) that result from your usage of Elasticsearch or OpenSearch versions that are no longer under active development and maintenance; (viii) that result from your equipment, software or other technology; or (ix) arising from our suspension and termination of your right to use Amazon OpenSearch Service in accordance with the AWS Agreement (collectively, the "Amazon OpenSearch Service SLA Exclusions").

If availability is impacted by factors other than those explicitly used in our Multi-AZ with Standby Uptime Percentage, Multi-AZ without Standby Uptime Percentage, or Single-AZ Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

• “Availability Zone” and “AZ” mean an isolated location within an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).

• "Multi-AZ with Standby Uptime Percentage" for a given Multi-AZ with Standby domain is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the Multi-AZ with Standby domain was Unavailable. If you have been running that Multi-AZ with Standby domain for only part of the month, your Multi-AZ with Standby domain is assumed to be 100% available for the portion of the month that it was not running. Multi-AZ with Standby Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon OpenSearch Service SLA Exclusion.

• " Multi-AZ without Standby Uptime Percentage" for a given Multi-AZ without Standby domain is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the Multi-AZ without Standby domain was Unavailable. If you have been running that Multi-AZ without Standby domain for only part of the month, your Multi-AZ without Standby domain is assumed to be 100% available for the portion of the month that it was not running. Multi-AZ without Standby Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon OpenSearch Service SLA Exclusion.

• “Single-AZ Uptime Percentage” for a given Single-AZ Domain is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the Single-AZ Domain was Unavailable. If you have been running that Single-AZ Domain for only part of the month, your Single-AZ Domain is assumed to be 100% available for the portion of the month that it was not running.

• “Multi-AZ with Standby domain” means an Amazon OpenSearch Service domain, where the nodes are deployed across three Availability Zones and one or more Standby Nodes are deployed in one of the AZs.

• “Multi-AZ without Standby domain” means an Amazon OpenSearch Service domain, where the nodes are deployed across two or more Availability Zones and no Standby Nodes are deployed in any of the AZs.

• “Single-AZ domain” means an Amazon OpenSearch Service domain, where the deployed nodes are limited to one Availability Zone.

• A “Standby Node” is a node that is configured to receive replication requests, but not to receive read requests until a node failure is detected in one of the AZs.

• "Unavailable" and “Unavailability” mean that all Requests to the running Multi-AZ with Standby domain, Multi-AZ without Standby domain, or Single-AZ domain, as applicable, during a 1-minute interval fail with Errors. If you did not make any Requests in a given 1-minute interval, that interval is assumed to be 100% available.

• A “Request” is a customer-initiated Indexing or Search operation as described in the Amazon OpenSearch Service Documentation on the AWS Site.

• An “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.