Amazon Kinesis Video Streams Service Level Agreement
Last Updated: January 2, 2019
This Amazon Kinesis Video Streams Service Level Agreement (“SLA”) is a policy governing the use of Amazon Kinesis Video Streams (“Amazon KVS”) under the terms of the Amazon Web Services Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. and its affiliates (“AWS”, “us” or “we”) and users of AWS’ services (“you”). This SLA applies separately to each account using Amazon KVS. 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.
AWS will use commercially reasonable efforts to make Amazon KVS available with applicable Monthly Uptime Percentage (as defined below) during any monthly billing cycle (the “Service Commitment”). In the event Amazon KVS does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
- A “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible Amazon KVS account.
- “Availability” is calculated for each 5-minute period as the percentage of Requests (defined below) processed by Amazon KVS that do not fail with Errors (defined below). If you did not make any Requests in a given 5-minute period, that period is assumed to be 100% available. The SLA Availability calculation is per AWS region and considers all Requests for all of your Amazon KVS API calls in the applicable AWS region.
- A “Request” is a customer-initiated action of a type specifically listed as being supported by Amazon KVS in the Amazon KVS API Reference Documentation on the AWS Site.
- “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability for all 5-minute periods in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon KVS SLA Exclusion (defined below).
- An “Error” is any Request that returns a 500 or 503 error code, as described in Amazon KVS Common Errors on the AWS Site.
Service Credits are calculated in accordance with the schedule below as a percentage of the total charges paid by you for Amazon KVS for the billing cycle during which your Monthly Uptime Percentage falls below 99.9%.
Monthly Uptime Percentage
Service Credit Percentage
Equal to or greater than 99.0% but less than 99.9%
Less than 99.0%
We will apply any Service Credits only against future Amazon KVS 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 during which your Monthly Uptime Percentage fell below 99.9%. 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 KVS 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:
(i) the words “SLA Credit Request” in the subject line;
(ii) the dates and times of each incident that you claim your Amazon KVS stream Monthly Uptime Percentage falls below 99.9%; and
(iii) your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage applicable to the month of such request is confirmed by us and is less than the applicable 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 KVS SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Amazon KVS, or any other Amazon KVS 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 KVS; (iii) that result from any actions or inactions of you or any third party; (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); or (v) arising from our suspension and termination of your right to use Amazon KVS in accordance with the AWS Agreement (collectively, the “Amazon KVS SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of Monthly Uptime Percentage, then we may issue a Service Credit considering such factors at our discretion.