Amazon File Cache Service Level Agreement

This Amazon File Cache Service Level Agreement (“SLA”) is a policy governing the use of Amazon File Cache and applies separately to each account using Amazon File Cache. 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 each Amazon File Cache Single-AZ Cache available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle:

Service Credits

Service Credits are calculated as a percentage of the monthly bill for the affected Single-AZ Cache that did not meet the Service Commitment. We will apply any Service Credits only against future payments otherwise due from you for the Amazon File Cache service. 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 the Amazon File Cache service 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. Your credit 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:

1. the words “SLA Credit Request” in the subject line;
   
2. the billing cycle and AWS region with respect to which you are claiming Service Credits together with the dates and times of each Unavailability incident that you are claiming;
   
3. the cache ID(s) and AZ(s) of the affected caches; and
   
4. your request logs that document your claimed unavailability (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
   

If your claim under this SLA is confirmed by us as valid, 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 File Cache SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of the Amazon File Cache service, or any other Amazon File Cache 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 the Amazon File Cache service; (ii) that result from any actions or inactions of you; (iii) that result from your equipment, software or other technology; (iv) that result from you not following the current technical documentation applicable to the Amazon File Cache service (including the applicable developer guides) as posted by us and updated by us from time to time on the AWS Site; or (v) that result from a suspension or termination of your right to use Amazon File Cache in accordance with the Agreement. If availability is impacted by factors other than those used in our Single-AZ Uptime Percentage calculations, then we may issue a Service Credit considering such factors at our discretion.

Definitions

• “AZ” means an isolated location within an AWS region identified by a letter identifier following the region code (e.g., us-west-1a).
• An “Operation” is an instruction that allows you to access your data in your Amazon File Cache Single-AZ Cache.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible Amazon File Cache account.
• A “Single-AZ Cache” is an Amazon File Cache Single-AZ cache that has a cluster of file servers deployed in only one AZ.
• “Single-AZ Uptime Percentage” for a given Single-AZ Cache is calculated by subtracting from 100% the percentage of minutes during the month in which the Single-AZ Cache is Unavailable. If you have been running a Single-AZ Cache for only part of the month, that cache is assumed to be 100% available during the portion of the month that it was not running.
• “Unavailable” and “Unavailability” mean that all Operations fail for your Single-AZ Cache, respectively, during a 1-minute interval.