Amazon GameLift Streams Service Level Agreement

This Amazon GameLift Streams Service Level Agreement (“this SLA”) is a policy governing the use of Amazon GameLift Streams and applies separately to each account using Amazon GameLift Streams. 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 in this SLA but not defined shall have the meanings set forth in the Agreement.

SLA

AWS will use commercially reasonable efforts to make Amazon GameLift Streams for each AWS region available as shown in the table below during any monthly billing cycle (the "Amazon GameLift Streams SLA"). In the event Amazon GameLift Streams does not meet the Amazon GameLift Streams SLA, you will be eligible to receive a Service Credit as described below.

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for Amazon GameLift Streams in the affected AWS region for the monthly billing cycle in which the SLA, as applicable, was not met.We will apply any Service Credits only against future Amazon GameLift Streams 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 Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Amazon GameLift Streams 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 “Amazon GameLift Streams SLA Credit Request - Claim” in the subject line;
2. the dates, times of each unavailability incident that you are claiming;
3. the resource IDs for Amazon GameLift Streams; and
4. your Request logs that document the Errors for your claimed outage

**** Please replace any confidential or sensitive information with asterisks.

If we confirm you have a valid claim under the applicable SLA, 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 SLA does not apply to any unavailability, suspension, or termination of Amazon GameLift Streams, or any other Amazon GameLift Streams performance issues: (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 Amazon GameLift Streams; (ii) that result from any actions or inactions by you or any third party (e.g., scaling of provisioned capacity); (iii) that result from you not following the guidelines and best practices described in the Amazon GameLift Streams Documentation; (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 or termination of your right to use Amazon GameLift Streams in accordance with the Agreement (collectively, the “Amazon GameLift Streams 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

•  A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon GameLift Streams SLA Exclusions.
• “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Amazon GameLift Streams that do not fail with Errors (defined below) and relate solely to the provisioned Amazon GameLift Streams functions. If you did not make any Requests (defined below) in a given 5-minute interval, that interval is assumed to be 100% available.
• “Request” is an invocation of an Amazon GameLift Streams function by directly calling an Amazon GameLift Streams API.
• An “Error” is any Request that returns a 500 or 503 status code.