AWS IoT Things Graph Service Level Agreement

Last Updated: May 30, 2019

This AWS IoT Things Graph Service Level Agreement (“SLA”) is a policy governing the use of AWS IoT Things Graph and applies separately to each account using AWS IoT Things Graph. In the event of a conflict between the terms of this SLA and the terms of the Amazon Web Services 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.

Service Commitment

AWS will use commercially reasonable efforts to make AWS IoT Things Graph available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event AWS IoT Things Graph does not meet the Service Commitment, 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 AWS IoT Things Graph 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 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 IoT Things Graph 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 Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide AWS IoT Things Graph 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 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 credit request is confirmed by us. Your failure to provide the credit request and other information as required above will disqualify you from receiving a Service Credit.

AWS IoT Things Graph SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of AWS IoT Things Graph, or any other AWS IoT Things Graph 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 IoT Things Graph; (ii) that result from any actions or inactions of you or any third party (e.g. scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) 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); (iv) that result from you not following the best practices or exceeding the service limits described in the AWS IoT Things Graph Developer Guide on the AWS Site; or (v) arising from our suspension or termination of your right to use AWS IoT Things Graph in accordance with the Agreement (collectively, the “AWS IoT Things Graph 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.

Definitions

  • “Request” is an invocation of any of the Things Graph APIs from the AWS CLI or SDK. 
  • “Error Rate” means: (i) the total number of internal server errors returned by AWS IoT Things Graph as error status “InternalError” or “ServiceUnavailable” divided by (ii) the total number of Requests for the applicable Request type during that five minute interval. The calculation of the number of internal server errors will not include errors that arise directly or indirectly as a result of any AWS IoT Things Graph SLA Exclusions.
  • “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates for all five minute intervals in the monthly billing cycle. If you did not make any Requests in a given 5-minute interval, that interval is assumed to have a 0% Error Rate.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible AWS IoT Things Graph account.