Amazon GameLift Service Level Agreement

This Amazon GameLift Service Level Agreement (“SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. 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.

Included Services

• Amazon GameLift game servers (“GameLift Game Servers”)
• Amazon GameLift Anywhere (“Gamelift Anywhere”)
• Amazon GameLift matchmaking (“FlexMatch”)*
  

*For purposes of this SLA, FlexMatch is limited to the use of the Amazon GameLift FlexMatch feature when FlexMatch mode is set to “standalone.”

SLAs for GameLift Game Servers

AWS makes two SLA commitments for GameLift Game Servers: (1) a Region-Level SLA that governs GameLift Game Servers deployed across multiple AZs or AWS regions, and (2) an Instance-Level SLA that governs GameLift Game Server instances individually.  

Region-Level SLA

For GameLift Game Servers with all running instances deployed concurrently across two or more AZs in the same AWS region (or at least two regions if there is only one AZ in a given region), AWS will use commercially reasonable efforts to make GameLift Game Servers available for each AWS region with a Monthly Uptime Percentage of at least 99.95%, in each case during any monthly billing cycle (the “Region-Level SLA”). In the event GameLift Game Servers does not meet the Region-Level SLA, you will be eligible to receive a Service Credit as described below. 

Instance-Level SLA

For each individual running GameLift Game Server instance (“Single Game Server Instance”), AWS will use commercially reasonable efforts to make the Single Game Server Instance available with a Monthly Uptime Percentage of at least 99.5%, in each case during any monthly billing cycle (the “Instance-Level SLA”). In the event any Single Game Server Instance does not meet the Instance-Level SLA, you will be eligible to receive a Service Credit as described below. 

 

Request SLA - GameLift Anywhere and FlexMatch

For GameLift Anywhere and FlexMatch, AWS will use commercially reasonable efforts to make those services available with a Monthly Uptime Percentage of at least 99.9% in each case during any monthly billing cycle (the “Request SLA”). In the event that any of these Included Services do not meet the Request SLA, you will be eligible to receive a Service Credit as described below.

Service Commitments and Service Credits

For GameLift Game Servers, Service Credits are calculated as a percentage of the total charges paid by you (excluding one-time payments such as upfront payments made for Reserved Instances) for GameLift Game Servers in the affected AWS region that did not meet the Region-Level SLA, or for the Single Game Server Instance in the AWS region that did not meet the Instance-Level SLA, respectively. 

For GameLift Anywhere and FlexMatch, Service Credits are calculated as a percentage of the total charges paid by you for the applicable Included Service in the AWS region affected for the billing cycle in which the Monthly Uptime Percentage fell below the Request SLA.

We will apply any Service Credits only against future Amazon GameLift payments otherwise due from you for the applicable Included 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 Included Service did not meet the applicable SLA. 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 Included Services 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.  For GameLift Game Services, you may only submit a claim under either the Region-Level SLA or the Instance-Level SLA, as these claims cannot be combined or stacked for a particular Single Game Server Instance. 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:

1. the words “Amazon GameLift SLA Credit Request” in the subject line;
2. the words “Instance-Level Claim,” “Region-Level Claim,” “Anywhere,” or “FlexMatch,” as applicable, in the subject line;
3. the dates, times, and the affected AWS region of each Unavailability incident that you are claiming;
4. the affected instance IDs (if you are claiming Unavailability for GameLift Game Servers), the affected Gamelift Anywhere API calls (if you are claiming Unavailability for GameLift Anywhere), and/or the affected FlexMatch API calls (if you are claiming Unavailability for FlexMatch); and
5. 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 your claim under the applicable 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.

SLA Exclusions

The Region-Level SLA, Instance-Level SLA, and Request SLA, respectively, do not apply to any unavailability, suspension or termination of an Included Service, or any other Included Service performance issues: (i) that result from a suspension described in Section 6.1 of the 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 the Included Service; (iii) that result from any actions or inactions of you, including failure to acknowledge a recovery volume; (iv) that result from your equipment, software or other technology; (v) that result from failures of individual instances or volumes attributable to termination of an Amazon GameLift Spot Instance; (vi) that result from you not following the guidelines and best practices described in the documentation for the Included Service on the AWS Site; or (vii) arising from our suspension or termination of your right to use the Included Service in accordance with the Agreement. 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.

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 “Error” is any Request that returns a 500 or 503 HTTP status code. 
• “Monthly Uptime Percentage” is calculated as follows:
  

o   For the Instance-Level SLA, by subtracting from 100% the percentage of minutes during the month in which a Single Game Server Instance was in the state of Unavailable.

o   For the Region-Level SLA, by subtracting from 100% the percentage of minutes during the month in which GameLift Game Servers was in the state of Unavailable.

o For the Request SLA, by subtracting from 100% the average of the Unavailability for all 5-minute intervals in a monthly billing cycle.

• “Request” is a customer-initiated action of a type specifically listed as being supported by GameLift in the Gamelift Anywhere API reference documentation or GameLift FlexMatch API Reference Documentation on the AWS Site.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Unavailable” and “Unavailability” means:

o   For the Instance-Level SLA, your Single Game Server Instance has no external connectivity. 

o   For the Region-Level SLA, when all of your running instances deployed in two or more AZs in the same AWS region (or, for AWS regions with only one AZ, all of your running instances deployed in that AZ and an AZ in another AWS region) concurrently have no external connectivity.

o For the Request SLA, the percentage of Requests processed by the applicable Included Service during each 5-minute interval that fail with Errors. If you did not make any Requests in a given 5-minute interval, Unavailability for that interval is assumed to be 0%.