AWS Parallel Computing Service (PCS) Service Level Agreement

This AWS Parallel Computing Service (PCS) Service Level Agreement (“this SLA”) is a policy governing the use of AWS Parallel Computing Service (“AWS PCS”) and applies separately to each account using AWS PCS. 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.

AWS will use commercially reasonable efforts to make each AWS PCS Cluster available as shown in the table during any monthly billing cycle (the “AWS PCS SLA”). In the event AWS PCS does not meet the AWS PCS SLA, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of the total charges paid by you for the affected AWS PCS Cluster 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 AWS PCS 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 AWS PCS is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

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:

• the words “AWS PCS SLA Credit Request – Claim” in the subject line;
• the dates and times of each Unavailability incident that you are claiming;
• the AWS PCS Cluster ID(s) and the AWS region(s) of the affected AWS PCS Cluster endpoints; and
• your request logs and any other information that document the errors and corroborate 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.

The SLA does not apply to any unavailability, suspension or termination of AWS PCS or any other AWS PCS 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 PCS; (ii) that result from any actions or inactions by you (e.g., restarting a cluster, updating cluster version, updating cluster configuration, disabling security groups, changing or misconfiguration of VPC settings or EC2 Launch Templates, exercising undocumented bugs in Slurm source code; (iii) that result from you not following the guidelines and best practices described in the AWS PCS technical documentation on the AWS Site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension or termination of your right to use AWS PCS in accordance with the Agreement (collectively, the "AWS PCS 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 of EC2 instances attached to an AWS PCS Cluster are covered under the Amazon Compute SLA.

• An “AWS PCS Cluster” is a cluster you provision through the AWS PCS service.
• “Monthly Uptime Percentage” for a given AWS PCS Cluster is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the AWS PCS Cluster was Unavailable. If you have been running that AWS PCS Cluster for only part of the month, your AWS PCS Cluster is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from any AWS PCS 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” mean that all connection requests to the applicable AWS PCS Cluster’s Slurm endpoint fail during a 1-minute interval.