Amazon ElastiCache Service Level Agreement

Last Updated: March 20, 2019

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

Service Commitment

AWS will use commercially reasonable efforts to make ElastiCache for Memcached Cross-AZ Configurations and ElastiCache for Redis Multi-AZ Configurations available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). In the event ElastiCache does not meet the Monthly Uptime Percentage 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 charges paid by you for the ElastiCache for Memcached Cross-AZ Configuration or ElastiCache for Redis Multi-AZ Configuration in the affected AWS region for the monthly billing cycle that did not meet the Monthly Uptime Percentage commitment in accordance with the schedule below:

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.9% but equal to or greater than 99.0%

10%

Less than 99.0% but equal to or greater than 95.0%

25%

Less than 95.0%

100%

 

We will apply any Service Credits only against future ElastiCache 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 or non-performance or other failure by us to provide ElastiCache 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 will need to submit a claim by opening a case in the AWS Support Center. To be eligible, we must receive the credit request by the end of the second billing cycle after which the incident occurred and 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 Shard Names (if applicable), the Cluster Names, and the AWS regions of the affected ElastiCache for Memcached Cross-AZ Configurations or ElastiCache for Redis Multi-AZ Configurations; 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 the Monthly 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 the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

Amazon ElastiCache for Memcached SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from nodes belonging to burstable general-purpose instances such as T2 instances; (iv) that result from you not following the recommended caching strategies and best practices described in the ElastiCache for Memcached Documentation on the AWS Site; (v) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache for Memcached node; (vi) 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 (vii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement (collectively, the "ElastiCache for Memcached SLA Exclusions").
If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Amazon ElastiCache for Redis SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from nodes belonging to burstable general-purpose instances such as T2 instances; (iv) that result from you not following the recommended caching strategies and best practices described in the ElastiCache for Redis User Guide; (v) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache for Redis node; (vi) that result in long recovery time due to insufficient capacity for your in-memory workload; (vii) 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 (viii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement (collectively, the "ElastiCache for Redis SLA Exclusions").
If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • "Cross-AZ Configuration" means an ElastiCache for Memcached cluster deployed in at least two separate Availability Zones (AZs) within the same AWS region.
  • "Multi-AZ Configuration" means an ElastiCache for Redis cluster configured (a) with automatic failover enabled and (b) with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
  • "Monthly Uptime Percentage" for a given Cross-AZ Configuration is calculated as: 100% minus the percentage of 1 minute intervals during the monthly billing cycle in which the cluster was "Unavailable". If you have been running that Cross-AZ Configuration for only part of the month, your Cross-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any ElastiCache for Memcached SLA Exclusion.
  • "Monthly Uptime Percentage" for a given Multi-AZ Configuration is calculated as the average across the Multi-AZ Configuration’s shards of the following calculation for each such shard: 100% minus the percentage of 1 minute intervals during the monthly billing cycle in which the shard was "Unavailable". If you have been running that Multi-AZ Configuration for only part of the month, your Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any ElastiCache for Redis SLA Exclusion.
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Unavailable" means, with respect to a cluster running in a Cross-AZ Configuration, that the cluster has no external connectivity.
  • "Unavailable" means, with respect to a shard running in a Multi-AZ Configuration, that all connection requests to the primary node of the shard fail during a 1-minute interval.

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