Amazon GameLift Service Level Agreement
Last Updated: March 15, 2019
This Amazon GameLift Service Level Agreement (“SLA”) is a policy governing the use of Amazon GameLift and applies separately to each account using Amazon GameLift. 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.
AWS will use commercially reasonable efforts to make Amazon GameLift available with a Monthly Uptime Percentage of at least 99.9%, in each case during any monthly billing cycle (the “Service Commitment”). In the event Amazon GameLift does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Commitments and Service Credits
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 Amazon GameLift in the region affected for the monthly billing cycle in which the Region Unavailability occurred in accordance with the schedule below.
|Monthly Uptime Percentage||Service Credit Percentage|
|Less than 99.9% but equal to or greater than 99.0%||10%|
|Less than 99.0% but equal or greater than 95%||25%|
|Less than 95%||100%|
We will apply any Service Credits only against future Amazon GameLift 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 GameLift 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 “Amazon GameLift SLA Credit Request” in the subject line;
- the dates and times of each Unavailability incident that you are claiming;
- the affected instance IDs; and
- 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 the Monthly Uptime Percentage of such credit 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.
The Service Commitment does not apply to any unavailability, suspension or termination of Amazon GameLift 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 Amazon GameLift; (iii) that result from any actions or inactions of you or any third party, including failure to acknowledge a recovery volume; (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 failures of individual instances or volumes not attributable to Region Unavailability (e.g., termination of an Amazon GameLift Spot Instance); (vi) that result from you not following the current technical documentation applicable to Amazon GameLift (including the applicable developer guides) as posted by us and updated by us from time to time on the AWS Site; or (vii) arising from our suspension or termination of your right to use Amazon GameLift in accordance with the Agreement (collectively, the “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.
- “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).
- “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Amazon GameLift was in the state of “Region Unavailable.” Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion (defined above).
- “Region Unavailable” and “Region Unavailability” mean:
- For regions with only one AZ, when that AZ and one AZ in any other region, in which you are running an instance, are concurrently Unavailable to you.
- For all other regions, when more than one AZ within the same region, in which you are running an instance, are concurrently Unavailable to you.
- 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 all of your running instances have no external connectivity.