AWS Global Accelerator Service Level Agreement
Last Updated: February 18, 2019
This AWS Global Accelerator Service Level Agreement (this "SLA") is a policy governing the use of AWS Global Accelerator and applies separately to each account using AWS Global Accelerator. In the event of a conflict between the terms of this SLA and the terms of the AWS Customer Agreement (the "AWS 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 AWS Global Accelerator available with a Monthly Uptime Percentage of at least 99.99%, in each case during any monthly billing cycle (the "Service Commitment"). In the event AWS Global Accelerator 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 for AWS Global Accelerator for the monthly billing cycle in which the Unavailability occurred in accordance with the schedule below.
|Monthly Uptime Percentage||Service Credit Percentage|
|Less than 99.99% but greater than or equal to 99.0%||10%|
|Less than 99.0% but greater than or equal to 95.0%||25%|
|Less than 95.0%||100%|
We will apply any Service Credits only against future AWS Global Accelerator 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 AWS Global Accelerator 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 "SLA Credit Request" in the subject line;
- the dates and times of each Unavailability incident that you are claiming;
- the affected AWS Global Accelerator 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 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.
AWS Global Accelerator SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of AWS Global Accelerator, or any other AWS Global Accelerator 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 AWS Global Accelerator; (ii) that result from any actions or inactions of you or any third party; (iii) that result from you not following the best practices described in the AWS Global Accelerator User Guide on the AWS Site; (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 AWS Global Accelerator in accordance with the AWS Agreement (collectively, the "AWS Global Accelerator 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).
- "Healthy Endpoint" means the resources associated with an accelerator return a success code for the health checks issued.
- "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of one-minute intervals during the month in which AWS Global Accelerator was in the state of "Unavailable". Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any AWS Global Accelerator SLA Exclusion.
- 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 attempts to connect to an accelerator, with at least one or more Healthy Endpoints (each of which are deployed in multiple Availability Zones), via all the allocated static IP addresses, are unsuccessful.