AWS Direct Connect Service Level Agreement
Last Updated: January 3, 2019
This AWS Direct Connect Service Level Agreement (this “SLA”) is a policy governing the use of the Included Resources (listed below) by you or the entity you represent (“you”) under the terms of the AWS Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. and its affiliates (“AWS”, “us” or “we”) and you. This SLA applies separately to each account using the AWS Direct Connect service. Unless otherwise provided herein, this SLA is subject to the terms of the AWS Agreement and capitalized terms will have the meaning specified in the AWS Agreement. We reserve the right to change the terms of this SLA in accordance with the AWS Agreement. This SLA does not apply to AWS Direct Connect services accessed via an AWS Partner Network (APN) Direct Connect Partner integration with either the hosted connection or hosted virtual interface models. Dedicated Connections that you access via services provided by an APN Direct Connect Partner are eligible provided the Dedicated Connection is owned by your AWS account.
- AWS Direct Connect connections configured to access:
- AWS Service private endpoints (e.g., Virtual Private Gateway), and
- AWS Service public endpoints (e.g., Amazon S3 or Amazon EC2).
- “Dedicated Connection” is a 1Gbps or 10Gbps port owned by your AWS account. Ports that are joined as a link aggregation group count as a single Dedicated Connection.
- "Maximum Uptime" is the total number of minutes that an Included Resource is enabled for use during a monthly billing cycle.
- “Uptime Target” means a percentage of Maximum Uptime in a monthly billing cycle applicable to your Included Resource based upon meeting the Minimum Configuration Requirements in the table below, and is used for purposes of calculating Service Credits. Only one Uptime Target can apply to each Included Resource. If your Included Resource’s configuration does not meet the Minimum Configuration Requirements, no Uptime Target applies to that Included Resource.
|Uptime Target||Minimum Configuration Requirements|
- “Downtime” is the total accumulated minutes during a billing month during which your Included Resource is Unavailable outside of scheduled maintenance activity. Downtime does not include Unavailability resulting directly or indirectly from any AWS Direct Connect Service SLA Exclusion (defined below).
- “Unavailable” and “Unavailability” mean an Included Resource is experiencing a complete inability to send or receive data for a period of greater than 120 consecutive seconds.
- "Actual Uptime Percentage" for an Included Resource in a given billing month is calculated as Maximum Uptime less Downtime divided by Maximum Uptime. Actual Uptime Percentage is represented by the following formula:
Actual Uptime % = (Maximum Uptime - Downtime) / Maximum Uptime
- “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.
- “Availability Zone” and “AZ” mean an isolated location within a region identified by a letter identifier following the region code (e.g., us-west-1a).
AWS will use commercially reasonable efforts to make the Actual Uptime Percentage meet the applicable Uptime Target for each Included Resource during each monthly billing cycle (the “Service Commitment”). In the event we fail to meet the applicable Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated as a percentage of the total AWS Direct Connect Port Hour charges paid by you to AWS for the Dedicated Connections used to access the Included Resource experiencing Unavailability for which the Actual Uptime Percentage fell within the ranges set forth in the table below, depending upon the Included Resource’s Uptime Target:
|Uptime Target||Actual Uptime||Service Credit|
|99.9%||99.0% < 99.9%||10%|
|99.99%||99.0% < 99.99%||10%|
We will apply any Service Credits only against future AWS Direct Connect 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, non-performance, or other failure by us to provide AWS Direct Connect is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA. This SLA does not apply to any Included Resource that does not meet the Minimum Configuration Requirements to qualify for an Uptime Target.
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:
- the words “Direct Connect SLA Credit Request” in the subject line;
- the dates and times of each Unavailability incident that you are claiming;
- the affected Included Resource ID and corresponding virtual interface IDs for each affected Included Resource;
- the billing cycle and AWS regions with respect to which you are claiming Service Credits; and
- 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 Actual 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 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.
AWS Direct Connect Service SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of AWS Direct Connect, or any other AWS Direct Connect performance issues: (i) that result from a suspension described in Section 6.1 of the AWS Agreement; (ii) caused by factors outside of our reasonable control, including any force majeure event or related problems beyond the demarcation point of AWS Direct Connect; (iii) that result from any voluntary actions or inactions from you or any third party (e.g. misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (iv) that result 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); (v) that result from you not following the Minimum Configuration Requirements or guidelines described in the AWS Direct Connect User Guide on the AWS site; (vi) that result from any maintenance as provided for pursuant to the AWS Agreement; or (vii) arising from our suspension and termination of your right to use AWS Direct Connect in accordance with the AWS Agreement (collectively, the “AWS Direct Connect SLA Exclusions”). If availability is impacted by factors other than those used in our Actual Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.