AWS IoT Core Service Level Agreement

Last Updated: January 2, 2019

This AWS IoT Core Service Level Agreement (“SLA”) is a policy governing the use of AWS IoT Core under the terms of the AWS Customer Agreement or other agreement with us governing your use of our Services (the “AWS Agreement”). This SLA applies separately to each account using AWS IoT Core. Unless otherwise provided herein, this SLA is subject to the terms of the AWS Agreement and capitalized terms will have the meaning specified in the AWS Agreement. We reserve the right to change the terms of this SLA in accordance with the AWS Agreement.

Service Commitment

AWS will use commercially reasonable efforts to make AWS IoT Core available with a Monthly Uptime Percentage (defined below) for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event AWS IoT Core does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Definitions

  • A “Service Credit” is a dollar credit, calculated as set forth below, 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 AWS IoT SLA Exclusion (defined below).
  • “Availability” is calculated for each 5-minute interval as the percentage of Requests (defined below) processed by AWS IoT Core that do not fail with Errors (defined below). If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
  • “Request” is an invocation of an IoT HTTP API or the sending or receiving of a message over MQTT or Websockets.
  • An “Error” is:
    • any HTTP API Request that returns a 500 or 503 error code;
    • a device fails to connect to AWS IoT Core using best practices for retry and exponential back-off;
    • a MQTT Publish Message inbound (from client to service) is Published as QoS1 ("At least once") and the service does not acknowledge (PUBACK) it;
    • a MQTT Publish Message inbound (from client to service) the topic of which is subscribed to by a rule does not trigger the rule; or
    • a MQTT Publish Message outbound (from service to client) has not been delivered to a permanently connected client, successfully subscribed to the message’s topic, within one hour of a Request (such Request and Error are deemed to have both occurred in the five minute period immediately following the one hour window).

Service Credits

Service Credits are calculated separately for each AWS region where you use AWS IoT Core, and are calculated as a percentage of the total charges paid by you for AWS IoT Core in such AWS region for the billing cycle in which the Monthly Uptime Percentage for a given AWS region fell within the ranges set forth in the table below:

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.9% but greater than or equal to 99%

10%

Less than 99%

25%

We will apply any Service Credits only against future AWS IoT Core payments otherwise due from you. At our discretion, we may issue the Service Credits 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. Service Credits 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 or non-performance or other failure by us to provide AWS IoT Core is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive Service Credits, you will need to 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:

(i) the words “SLA Credit Request” in the subject line;

(ii) the billing cycle and AWS regions with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for that AWS region for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability in that AWS region throughout the billing cycle;

(iii) your Request logs that document the errors for 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 Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

AWS IoT Core SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of AWS IoT Core, or any other AWS IoT Core performance including but not limited to 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 IoT Core;

(ii) that result from any voluntary actions or inactions from you or any third party (e.g. scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, disabling certificates or making the certificates inaccessible, etc.);

(iii) that result from capacity or availability issues of systems in the control of you or any third-party (e.g. insufficient capacity for rules engine action targets, device message queues, etc.);

(iv) that result from you not following the best practices described in the AWS IoT Core Developer Guide on the AWS Site;

(v) 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);

(vi) that result from any maintenance as provided for pursuant to the AWS Agreement;

(vii) that result from exceeding the published AWS IoT Core service limits (currently available at https://docs.aws.amazon.com/general/latest/gr/aws_service_limits.html#limits_iot), or

(vi) arising from our suspension and termination of your right to use AWS IoT Core in accordance with the AWS Agreement (collectively, the “AWS IoT Core SLA Exclusions”).

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.