Prior Version(s) of AWS Direct Connect Service Level Agreement - Not Currently In Effect

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

SLAs

AWS makes three SLA commitments for AWS Direct Connect: (1) a Multi-Site Redundant SLA that governs Multi-Site Redundant Deployments; (2) a Multi-Site Non-Redundant SLA that governs Multi-Site Non-Redundant Deployments; and (3) a Single Connection SLA that governs individual Connections.

Multi-Site Redundant SLA

When Direct Connect is configured to access an Endpoint using a Multi-Site Redundant Deployment, AWS will use commercially reasonable efforts to make each Multi-Site Redundant Deployment available with a Monthly Uptime Percentage as shown in the table below during each monthly billing cycle (the “Multi-Site Redundant SLA”):

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.99% 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%

 

Multi-Site Non-Redundant SLA 

When Direct Connect is configured to access an Endpoint using a Multi-Site Non-Redundant Deployment, AWS will use commercially reasonable efforts to make each Multi-Site Non-Redundant Deployment available with a Monthly Uptime Percentage as shown in the table below during each monthly billing cycle (the “Multi-Site Non-Redundant SLA”):

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%

 

Single Connection SLA

AWS will use commercially reasonable efforts to make each Connection available with a Single Connection Uptime Percentage as shown in the table below during each monthly billing cycle (the “Single Connection SLA”)**:

Single Uptime Percentage	Service Credit Percentage
Less than 95.0% but greater than or equal to 92.5%	10%
Less than 92.5% but greater than or equal to 90.0%	25%
Less than 90.0%	100%

** AWS does not recommend using any Deployment other than a Multi-Site Redundant Deployment or a Multi-Site Non-Redundant Deployment for production workloads

Service Credits

Service Credits are calculated as a percentage of the total AWS Direct Connect Port Hour charges paid by you for the applicable Connection(s) experiencing Unavailability for the monthly billing cycle in which the SLA, as applicable, was not met.

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 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.

Credit Request and Payment Procedures

To receive a Service Credit, you must submit a claim by opening a case in the AWS Support Center. You may not combine or stack claims under two or more AWS Direct Connect SLAs provided in this document. If a Connection is used for multiple Deployments and is Unavailable, such Unavailability may count toward only one Deployment for purposes of calculating Downtime. However, if a Connection is used as part of a Multi-Site Redundant Deployment or a Multi-Site Non-Redundant Deployment and is Unavailable, you may be eligible for the Single Connection SLA with respect to that Connection even if the Deployment itself is not Unavailable. Your 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 for the Multi-Site Redundant SLA, Multi-Site Non-Redundant SLA, and Non-Redundant SLA, as applicable:

1. the words “Direct Connect SLA Credit Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected Connection IDs and corresponding virtual interface IDs;
4. the billing cycle with respect to which you are claiming Service Credits; and
5. your request logs that document the errors and corroborate your claimed outage**

** Please replace any confidential or sensitive information in these logs with asterisks

If a claim under the applicable SLA is confirmed by us, 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 requested and other information as required above will disqualify you from receiving a Service Credit.

AWS Direct Connect SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension, or termination of AWS Direct Connect, or any other AWS Direct Connect performance issues, directly or indirectly: (i) caused by factors outside of our reasonable control, including any force majeure event or related problems beyond the demarcation point of AWS Direct Connect; (ii) that result from any actions or inactions from you (e.g., misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys, or making the encryption keys inaccessible); (iii) that result from your equipment, software, or other technology; (iv) that result from you not following the guidelines described in the AWS Direct Connect User Guide on the AWS Site; or (v) arising from our suspension or termination of your right to use AWS Direct Connect in accordance with the Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Non-Redundant Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

Furthermore, the SLAs do not apply to AWS Direct Connect services accessed via an AWS Partner Network (APN) Direct Connect Partner integration using either a hosted connection or hosted virtual interfaces. The SLAs apply to dedicated connections that you access via services provided by an APN Direct Connect Partner, provided such dedicated connections are owned by your AWS account.

Definitions

• "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).
• “Connection” is an AWS Direct Connect dedicated connection under your AWS account. Ports that are joined as a link aggregation group count as a single Connection.
• “Deployment” is a set of one or more Connections configured to access the same Endpoint.
• “Downtime” is the total accumulated minutes during a billing month during which your Deployment or Connection, as applicable, is Unavailable.
• “Endpoint” is an AWS service private or public endpoint for which a virtual interface on a Connection has been provisioned and configured for full, independent access.
• "Maximum Uptime" is the total number of minutes that a Deployment or Connection, as applicable, is deployed during a monthly billing cycle.
• "Monthly Uptime Percentage" for a Multi-Site Redundant Deployment or a Multi-Site Non-Redundant Deployment in a given billing month is calculated as Maximum Uptime less Downtime divided by Maximum Uptime for the Deployment. Monthly Uptime Percentage is represented by the following formula: 
  
  Monthly Uptime % = (Maximum Uptime - Downtime) / Maximum Uptime

• Multi-Site Non-Redundant Deployment is a Deployment that comprises at least two Connections deployed across a minimum of two different Direct Connect locations, each of which is configured to access the same Endpoint, where at least one of the Direct Connection locations is associated with the AWS Region in which the Endpoint is hosted and, with respect to private Endpoints, the Endpoint is deployed in two or more Availability Zones. You must have an Enterprise Support plan in place for any Multi-Site Non-Redundant Deployment.
• Multi-Site Redundant Deployment is a Deployment that comprises at least four Connections deployed across a minimum of two different Direct Connect locations, each of which is configured to access the same Endpoint, where no fewer than two Connections are deployed in each of the two Direct Connection locations, at least one of the Direct Connection locations is associated with the AWS Region in which the Endpoint is hosted, each Connection is on a unique AWS device, and, with respect to private Endpoints, the Endpoint is deployed in two or more Availability Zones. You must have an Enterprise Support plan in place for any Multi-Site Redundant Deployment and have completed a “Well-Architected Review” with an AWS Solutions Architect.
• “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• "Single Connection Uptime Percentage" for a Connection in a given billing month is calculated as Maximum Uptime less Downtime divided by Maximum Uptime for the Connection. Single Connection Uptime Percentage is represented by the following formula:
  
  Single Connection Uptime % = (Maximum Uptime - Downtime) / Maximum Uptime

•  “Unavailable” or “Unavailability” means (i) for a given Deployment, the complete inability to send data to or receive data from the associated Endpoint through all Connections in the Deployment for at least 120 consecutive seconds or (ii) for a given Connection, the complete inability to send data to or receive data from the associated Endpoint through the Connection for at least 120 consecutive seconds.

The following table summarizes the minimum configuration requirements for each type of Deployment:

Type of Deployment	Minimum Configuration Requirements
Multi-Site Non-Redundant	At least two Connections are deployed across a minimum of two Direct Connect locations, each of which is configured to access the same Endpoint At least one of those Direct Connect locations is associated with the same AWS Region (described here) in which the Endpoint is hosted You have an Enterprise Support plan in place For private Endpoints, your Endpoint is deployed in two or more Availability Zones
Multi-Site Redundant	At least four Connections are deployed across a minimum of two Direct Connect locations (where no fewer than two Connections are deployed in each of the two Direct Connect locations), each of which is configured to access the same Endpoint At least one of those Direct Connect locations is associated with the same AWS Region (described here) in which the Endpoint is hosted Each Connection is on a unique AWS device, as indicated by the AWS Device ID visible in the AWS Direct Connect Console You have an Enterprise Support plan in place and have completed a “Well-Architected Review” with an AWS Solutions Architect For private Endpoints, your Endpoint is deployed in two or more Availability Zones

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.

Included Resources

• 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).
    

Definitions

• “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
99.9%	Included Resource uses virtual interfaces on Dedicated Connections at a minimum of 2 Direct Connect locations, and at least one of those Direct Connect locations uses the Associated AWS Region (described here) in which your workload is located. Each virtual interface provisioned on the Included Resource must be configured for full, independent access to your workload. You must have the enterprise support plan in place. For private endpoints, your workload must be deployed to two or more Availability Zones.
99.99%	Included Resource uses virtual interfaces on at least 4 Dedicated Connections across a minimum of 2 Direct Connect locations (with no fewer than 2 connections in a single location), and at least one of the Direct Connect locations uses the Associated AWS Region in which your workload is located. Each Dedicated Connection must terminate on a unique AWS endpoint as indicated by the AWS Device ID visible in the AWS Console and Direct Connect APIs. Each virtual interface provisioned on the Included Resource must be configured for full, independent access to your workload. You must have the enterprise support plan in place. For private endpoints, your workload must be deployed to two or more Availability Zones. You must complete a “Well-Architected Review” with an AWS Solutions Architect as described here. You must request your AWS Solutions Architect to provide AWS Enterprise Support with a list of the Included Resource IDs (e.g., AWS Virtual Private Gateway and its associated virtual interface IDs) that meet the Minimum Configuration Requirements to qualify for Service Credits.

• “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).
  

Service Commitments

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

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%
<99.0%	25%
99.99%	99.0% < 99.99%	10%
<99.0%	25%

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:

1. the words “Direct Connect SLA Credit Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected Included Resource ID and corresponding virtual interface IDs for each affected Included Resource;
4. the billing cycle and AWS regions with respect to which you are claiming Service Credits; and
5. 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.