Amazon Elastic Load Balancing Service Level Agreement

SLAs

AWS makes two SLA commitments for Elastic Load Balancing: (1) a Multi-AZ Load Balancer SLA that governs each Load Balancer deployed across multiple AZs; and (2) a Single Load Balancer SLA that governs each Load Balancer or GWLB deployment individually. 

Multi-AZ Elastic Load Balancer SLA  
When a Load Balancer is deployed concurrently across two or more AZs (“Multi-AZ Load Balancer”), AWS will use commercially reasonable efforts to make each Multi-AZ Load Balancer available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the "Multi-AZ Load Balancer SLA").

Single-Load Balancer SLA  
When a Load Balancer or GWLB, as applicable, is deployed in only one AZ (“Single Load Balancer”), AWS will use commercially reasonable efforts to make the Single Load Balancer available with a Single Load Balancer Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single Load Balancer SLA").

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for the applicable Load Balancer for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future Elastic Load Balancing 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 Elastic Load Balancing 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 the Multi-AZ Load Balancer SLA and the Single Load Balancer SLA for a particular Load Balancer deployment. 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-AZ Load Balancer SLA and Single Load Balancer SLA, as applicable:

1.    the words "ELB SLA Credit Request" in the subject line;
2.    the dates and times of each Unavailability incident that you are claiming;
3.    the affected Load Balancer’s ARNs or DNS names;
4.    the billing cycle and AWS regions with respect to which you are claiming Service Credits; and
5.    any request/monitoring logs that document the errors and corroborate the 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 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.

Elastic Load Balancing SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension, or termination of Elastic Load Balancing, or any Load Balancer or GWLB performance issues, directly or indirectly: (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 Elastic Load Balancing; (ii) that result from any voluntary actions or inactions from you (e.g. misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from your equipment, software or other technology; (iv) that result from you not following the guidelines described in the Elastic Load Balancing User Guide on the AWS Site; or (v) arising from our suspension or termination of your right to use Elastic Load Balancing in accordance with the Agreement (collectively, the “Elastic Load Balancing SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single Load Balancer Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

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).
• "GWLB” means a Gateway Load Balancer.
  
• "Healthy Targets" are the targets of the Load Balancer or GWLB, as applicable, that return a Success Code for the health check sent from the Load Balancer or GWLB, as applicable.
  
• "Load Balancer" means an Application Load Balancer, Network Load Balancer, or Classic Load Balancer, as applicable.
  
• "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which any of the Multi-AZ Load Balancers, as applicable, were in the state of Unavailability.
  
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Single Load Balancer Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Single Load Balancer was in the state of Unavailability.
• "Unavailable" and "Unavailability" mean:
  • For the Multi-AZ Load Balancer SLA, your Multi-AZ Load Balancer, which is enabled in two or more AZs and has at least one Healthy Target, has no external connectivity and all attempts to connect to the Multi-AZ Load Balancer are unsuccessful.
  • For the Single Load Balancer SLA, your Single Load Balancer has at least one Healthy Target, has no external connectivity, and all attempts to connect to the Single Load Balancer are unsuccessful.