Prior Version(s) of Amazon Elastic Load Balancing Service Level Agreement - Not Currently In Effect
Last Updated: January 2, 2019
This Amazon Elastic Load Balancing Service Level Agreement (this “SLA”) is a policy governing the use of the Included Products (listed below) by you or the entity you represent (“you”) under the terms of the AWS Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. and its affiliates (“AWS”, “us” or “we”) and you. This SLA applies separately to each account using Amazon Elastic Load Balancing service. 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.
- Application Load Balancer
- Network Load Balancer
- Classic Load Balancer
AWS will use commercially reasonable efforts to make the Included Products each available with a Monthly Uptime Percentage (defined below) of at least 99.99%, in each case during any monthly billing cycle (the “Service Commitment”). In the event any of the Included Products does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
- “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which any of the Included Products, as applicable, was in the state of Unavailability (defined below). Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon Elastic Load Balancing Service SLA Exclusion (defined below).
- “Availability Zone” and “AZ” mean an isolated location within a region identified by a letter identifier following the region code (e.g., us-west-1a).
- "Healthy Targets" are the targets of the Included Product that return a Success Code for the health check sent from the Included Product.
- “Unavailable” and “Unavailability” mean:
- Your Included Product (e.g., Application Load Balancer) which is enabled in two or more Availability Zones and has at least one Healthy Target, has no external connectivity and all attempts to connect to the Included Product are unsuccessful.
- A “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible account.
Service Commitments and Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for the Included Product experiencing Unavailability for which the Monthly Uptime Percentage fell within the ranges set forth in the table below:
|Monthly Uptime||Service Credit|
|Less than 99.99% but greater than or equal to 99.0%||10%|
|Less than 99.0%||30%|
We will apply any Service Credits only against future Amazon 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 AWS Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Amazon 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. 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:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each Unavailability incident that you are claiming;
- the affected Included Product’s ARNs or DNS names;
- the billing cycle and AWS regions with respect to which you are claiming Service Credits; and
- any request/monitoring logs that document the errors and corroborate the 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 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 Elastic Load Balancing Service SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon Elastic Load Balancing, or any other Amazon Elastic Load Balancing 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 Elastic Load Balancing; (iii) that result from any voluntary actions or inactions from you or any third party (e.g. misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (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); (v) that result from you not following the guidelines described in the Amazon Elastic Load Balancing User Guide on the AWS site; (vi) that result from any maintenance as provided for pursuant to the AWS Agreement; or (vii) arising from our suspension and termination of your right to use Amazon Elastic Load Balancing in accordance with the AWS Agreement (collectively, the “Elastic Load Balancing SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.