Amazon GameLift Service Level Agreement

Last Updated: November 23, 2020

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 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.”

Service Commitment

AWS will use commercially reasonable efforts to make the Included Services 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 any of the Included Services do 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 the applicable Included Service in the affected AWS region for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table 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 Included Service did not meet the Service Commitment. 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:

  1. the words “Amazon GameLift SLA Credit Request” in the subject line;
  2. the dates and times of each Unavailability incident that you are claiming;
  3. the affected instance IDs (if you are claiming Unavailability for GameLift Game Servers) and the affected FlexMatch API calls (if you are claiming Unavailability for FlexMatch); and
  4. 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 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.

SLA Exclusions

The Service Commitment does 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 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 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 (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.

Definitions

  • “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).
  • An “Error” is any Request that returns a 500 HTTP status code.
  • “Monthly Uptime Percentage” is calculated for a given AWS region as follows:
    • For GameLift Game Servers:
      • by subtracting from 100% the percentage of minutes during the month in which Amazon GameLift was in the state of “Region Unavailable.”
    • For FlexMatch:
      • by subtracting from 100% the average of the Unavailability for all 5-minute intervals in a monthly billing cycle.
  • 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.
  • “Request” is a customer-initiated action of a type specifically listed as being supported by GameLift in the 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:
    • For GameLift Game Servers:
      • when all of your running instances have no external connectivity.
    • For FlexMatch:
      • the percentage of Requests processed by FlexMatch during each 5-minute interval that fail with Errors and relate solely to the provisioned FlexMatch functions. If you did not make any Requests in a given 5-minute interval, Unavailability for that interval is assumed to be 0%.
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