AWS IoT Device Management Service Level Agreement
Last Updated: January 2, 2019
This AWS IoT Device Management Service Level Agreement (“SLA”) is a policy governing the use of AWS IoT Device Management under the terms of the Amazon Web Services Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. and its affiliates (“AWS”, “us” or “we”) and users of AWS’ services (“you”). This SLA applies separately to each account using AWS IoT Device Management. 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.
AWS will use commercially reasonable efforts to make AWS IoT Device Management available with the applicable Monthly Uptime Percentage (as defined below) during any monthly billing cycle (the “Service Commitment”). In the event AWS IoT Device Management does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
- “Error Rate” means: (i) the total number of internal server errors returned by AWS IoT Device Management as error status “InternalError” or “ServiceUnavailable” divided by (ii) the total number of requests for the applicable request type during that five minute period. We will calculate the Error Rate for each AWS IoT Device Management account as a percentage for each five minute period in the monthly billing cycle. The calculation of the number of internal server errors will not include errors that arise directly or indirectly as a result of any of the AWS IoT Device Management SLA Exclusions (as defined below).
- “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates from each five minute period in the monthly billing cycle.
- A “Service Credit” is a dollar credit, calculated as set forth below, that we may credit back to an eligible AWS IoT Device Management account.
Service Credits are calculated as a percentage of the total charges paid by you for AWS IoT Device Management for the billing cycle in which the error occurred in accordance with the schedule below.
For all requests not otherwise specified below:
Monthly Uptime Percentage
Service Credit Percentage
Equal to or greater than 99.0% but less than 99.9%
Less than 99.0%
We will apply any Service Credits only against future AWS IoT Device Management 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 error 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 IoT Device Management 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 “SLA Credit Request” in the subject line;
2. the dates and times of each incident of non-zero Error Rates that you are claiming; and
3. 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 applicable to the month of such 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.
AWS IoT Device Management SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of AWS IoT Device Management, or any other AWS IoT Device Management performance issues: (i) that result from a suspension described in Section 6.1 of the AWS 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 AWS IoT Device Management; (iii) that result from any actions or inactions of you or any third party; (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 and termination of your right to use AWS IoT Device Management in accordance with the AWS Agreement (collectively, the “AWS IoT Device Management SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of the Error Rate, then we may issue a Service Credit considering such factors at our discretion.