Amazon EFS Service Level Agreement
Last Updated: March 19, 2019
This Amazon EFS Service Level Agreement (“SLA”) is a policy governing the use of Amazon Elastic File System (“Amazon EFS”) and applies separately to each account using Amazon EFS. 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 will use commercially reasonable efforts to make Amazon EFS available with a Monthly Uptime Percentage, as described below, during any monthly billing cycle (the “Service Commitment”). In the event Amazon EFS does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated in accordance with the schedule below as a percentage of the total charges paid by you for Amazon EFS in the AWS region affected for the billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below.
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.9% but greater than or equal to 99.0%
Less than 99.0% but greater than or equal to 95.0%
|Less than 95.0%||100%|
We will apply any Service Credits only against future Amazon EFS 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 Amazon EFS did not meet the Service Commitment. 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 Amazon EFS 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. 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 “SLA Credit Request” in the subject line;
2. the billing cycle and AWS region with respect to which you are claiming Service Credits together with the dates and times of each incident that you claim your Amazon EFS file system was Unavailable; and
3. your request logs that document the claimed incident(s) when Amazon EFS did not meet the Service Commitment (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the applicable 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.
Amazon EFS SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Amazon EFS, or any other Amazon EFS 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 Amazon EFS; (ii) that result from any actions or inactions of you or any third party; (iii) 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); or (iv) arising from our suspension or termination of your right to use Amazon EFS in accordance with the AWS Agreement (collectively, the “Amazon EFS SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of Monthly Uptime Percentage, then we may issue a Service Credit considering such factors at our discretion.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of 5-minute intervals in a monthly billing cycle during which your Amazon EFS file system is Unavailable. Monthly Uptime Percentage measurements exclude unavailability resulting directly or indirectly from any Amazon EFS SLA Exclusion. If you did not process any Operations in a given 5-minute interval, that interval is assumed to be 100% available.
- An “Operation” is an instruction that allows you to access your data in your Amazon EFS file system.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible Amazon EFS account.
- A “Server Delay” is a response to an Operation that takes more than 15 seconds to execute.
- Your Amazon EFS file system is “Unavailable” during a 5-minute interval if during such 5-minute interval, all Operations experience a Server Delay.