Amazon Route 53 Resolver Endpoints Service Level Agreement

This Amazon Route 53 Service Level Agreement (“SLA”) is a policy governing the use of Amazon Route 53 Resolver Endpoints and applies separately to each account using Amazon Route 53 Resolver Endpoints. 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 herein but not defined herein shall have the meanings set forth in the Agreement.

AWS makes two SLA commitments for Amazon Route 53 Resolver Endpoints: (1) a Multi-AZ Resolver Endpoints SLA that governs Multi-AZ Resolver Endpoints; and (2) a Single-AZ Resolver Endpoints SLA that governs Single-AZ Resolver Endpoints.

For Resolver Endpoints that have two or more ENIs provisioned equally across separate Availability Zones, AWS will use commercially reasonable efforts to make such Resolver Endpoints available with the Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the “Multi-AZ Resolver Endpoints SLA”):

For Resolver Endpoints that do not have two or more ENIs provisioned equally across separate Availability Zones, AWS will use commercially reasonable efforts to make such Resolver Endpoints available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the “Single-AZ Resolver Endpoint SLA”):

• “Availability Zone” and “AZ” mean an isolated location within an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).
• “Deployment Minutes” is the total number of minutes that a given Resolver Endpoint is provisioned and operational during a billing month in a given AWS region.
• “Downtime” is the total accumulated Deployment Minutes across a set of Resolver Endpoints provisioned during a billing month in which a Resolver Endpoint within the set is Unavailable.
• “Elastic Network Interface” or “ENI” is a logical networking component in an Amazon Virtual Private Cloud that represents a virtual network card.
• “Maximum Available Minutes” is the sum of all Deployment Minutes across a set of Resolver Endpoints provisioned in an AWS account during a billing month.
• “Multi-AZ Resolver Endpoint” means a resolver endpoint with two or more ENIs provisioned equally across two or more separate Availability Zones.
• “Monthly Uptime Percentage” is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes for all Multi-AZ Resolver Endpoints in a billing month for a given AWS account in a given AWS region. Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (Maximum Available Minutes – Downtime) / Maximum Available Minutes. Monthly Uptime Percentage measurements exclude Downtime resulting directly or indirectly from any Amazon Route 53 Resolver Endpoints SLA Exclusions.
• “Resolver Endpoint” is an endpoint you create in Amazon Route 53 to answer DNS queries to and from your on-premises environment.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Single-AZ Resolver Endpoint” means a resolver endpoint that does not have two or more ENIs provisioned equally across two or more separate Availability Zones.
• “Single-AZ Uptime Percentage” is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes for all Single-AZ Resolver Endpoints in a billing month for a given AWS account in a given AWS region. Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (Maximum Available Minutes – Downtime) / Maximum Available Minutes. Monthly Uptime Percentage measurements exclude Downtime resulting directly or indirectly from any Amazon Route 53 Resolver Endpoints SLA Exclusions.
• A Resolver Endpoint is “Unavailable” during a five-minute period if more than 50% of the ENIs in the Resolver Endpoint fail to respond to all DNS queries made to them throughout the five-minute period.

Service Credits are calculated as a percentage of the total endpoint and query charges paid by you for all Amazon Route 53 Multi-AZ Resolver Endpoints or Single-AZ Resolver Endpoints, as applicable, for the monthly billing cycle in which the applicable SLA was not met.

We will apply any Service Credits only against future Amazon Route 53 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 Amazon Route 53 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. You may not combine or stack claims under the Multi-AZ Resolver Endpoints SLA and the Single-AZ Resolver Endpoints SLA for a particular Resolver Endpoints deployment. Your 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 for the Multi-AZ Resolver Endpoints SLA or the Single-AZ Resolver Endpoints SLA, as applicable:

i. the words “Route 53 Resolver Endpoints SLA Credit Request” in the subject line;

ii. the dates, times, and resource IDS for each Unavailability incident that you are claiming; and

iii. 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 a claim under the applicable SLA is confirmed by us, then we will issue the Service Credit to you within one billing cycle following the month in which the request occurred. Your failure to provide the requested and other information as required above will disqualify you from receiving a Service Credit.

The respective SLAs do not apply to (a) any other Amazon Route 53 features; (b) use of the Amazon Route 53 Resolver service other than by means of Resolver Endpoints (for example, resolution of a DNS query made by an EC2 instance and resolved via the public internet); (c) DNS query resolution failure caused by an upstream or downstream component that is not part of the Amazon Route 53 Resolver Endpoints feature, such as your on-premises DNS resolver, your AWS Direct Connect connection, or your VPN infrastructure; or (d) any unavailability, suspension, or termination of Amazon Route 53, or any other Amazon Route 53 Resolver Endpoints 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 Amazon Route 53; (ii) that result from your equipment, software, or other technology; (iv) arising from our suspension or termination of your right to use Amazon Route 53 in accordance with the Agreement; or (v) that result from your failure to following guidelines and best practices described in the Amazon Route 53 documentation, including exceeding usage limits (collectively, the “Amazon Route 53 Resolver Endpoints SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single-AZ Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.