Amazon EFS Service Level Agreement

Last Updated: January 2, 2019

This Amazon EFS Service Level Agreement (“SLA”) is a policy governing the use of Amazon Elastic File System (“Amazon EFS”) under the terms of the Amazon Web Services Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. and its affiliates (“AWS”, “us” or “we”) and users of AWS’ services (“you”). This SLA applies separately to each account using Amazon EFS. 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.

Service Commitment

AWS will use commercially reasonable efforts to make Amazon EFS available with applicable Monthly Uptime Percentage (as defined 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. 

Definitions

• A “Service Credit” is a dollar credit, calculated as set forth below, 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.

• An “Operation” is an instruction that allows you to access your data in your Amazon EFS file system.

• “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 (defined below).

• Your Amazon EFS file system is “Unavailable” during a 5-minute interval if during such 5-minute interval, all Operations experience a Server Delay.

Service Credits

Service Credits are calculated in accordance with the schedule below as a percentage of the total charges paid by you for Amazon EFS for the billing cycle during which your Monthly Uptime Percentage falls below 99.9%. 

Monthly Uptime Percentage

Service Credit Percentage

Equal to or greater than 99.0% but less than 99.9%

10%

Less than 99.0%

25%

 

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 during which your Monthly Uptime Percentage fell below 99.9%. 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 dates and times of each incident that you claim your Amazon EFS file system was Unavailable; and
3. your request logs that document and corroborate the claimed incident(s) when your Amazon EFS file system was Unavailable (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) 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 Internet access or related problems beyond the demarcation point of Amazon EFS; (iii) that result from any actions or inactions of you or any third party; (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); or (v) arising from our suspension and 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.