Prior Version(s) of Amazon ElastiCache Service Level Agreement – Not Currently In Effect
Last Updated: January 2, 2019
This Service Level Agreement ("SLA") is a policy governing the use of Amazon ElastiCache ("ElastiCache") under the terms of the AWS Customer Agreement or other agreement with us governing your use of our Services (the "Agreement"). This SLA applies separately to each account using ElastiCache. Unless otherwise provided herein, this SLA is subject to the terms of the Agreement and capitalized terms will have the meaning specified in the Agreement. We reserve the right to change the terms of this SLA in accordance with the Agreement.
AWS will use commercially reasonable efforts to make ElastiCache for Redis Multi-AZ Configurations available with a Monthly Uptime Percentage (defined below) 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.
- "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 periods 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 SLA Exclusion (defined below).
- "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).
- "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 period.
- A "Service Credit" is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.
Service Credits are calculated as a percentage of the charges paid by you for the Multi-AZ Configuration that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below:
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.9% but equal to or greater than 99.0%
Less than 99.0%
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:
- the words "SLA Credit Request" in the subject line;
- the dates and times of each Unavailability incident you are claiming;
- the Shard Names, Cluster Names, and the AWS Regions of the affected Multi-AZ Configurations; 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 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 SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache performance issues:
1. 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;
2. that result from any voluntary actions or inactions from you or any third party (e.g., rebooting a node, scaling compute capacity, not scaling appropriately for the required in-memory capacity requirements, not reserving enough memory to account for failover or reduced throughput capacity during a node failure, executing chaos testing, executing failover testing, executing load testing with the goal of introducing instability, misconfiguring security groups, misconfiguring VPC or credentials, etc.);
3. that result from nodes belonging to burstable general-purpose instances such as T2 instances;
4. that result from you not following the recommended caching strategies and best practices described in the ElastiCache for Redis User Guide (e.g., overloading an ElastiCache node to the point it is inoperable, creating excessively large number of keys or large keys that significantly increase the recovery time etc.);
5. caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache for Redis node;
6. that result in long recovery time due to insufficient capacity for your in-memory workload;
7. 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);
8. that result from any maintenance as provided for pursuant to the Agreement; or
9. arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement (collectively, the "ElastiCache 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.