Amazon Lightsail Instance and Block Storage Service Level Agreement

This Amazon Lightsail Instance and Block Storage Service Level Agreement (this “SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. 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.

Included Services

• Amazon Lightsail instances (“Lightsail Instances”)
• Amazon Lightsail block storage (“Lightsail Storage”)

SLAs

AWS makes two SLA commitments for the Included Services: (1) a Region-Level SLA that governs Included Services deployed across multiple AZs or regions, and (2) an Instance/Volume-Level SLA that governs Amazon Lightsail Instances and Lightsail Storage individually.

Lightsail Region-Level SLA

When an Included Service is deployed concurrently across two or more AZ’s in the same region (or at least two regions if there is only one AZ in a given region), AWS will use commercially reasonable efforts to make each Included Service available for each AWS region with a Monthly Uptime Percentage, as shown in the table below during any monthly billing cycle (the “Lightsail Region-Level SLA”):

Lightsail Instance/Volume-Level SLAs

For each individual Lightsail Instance (“Single Lightsail Instance”), AWS will use commercially reasonable efforts to make the Single Lightsail Instance available with an Instance-Level Uptime Percentage, as shown in the table below during any monthly billing cycle (the “Lightsail Instance-Level SLA”):

For each individual Lightsail Storage volume (“Single Lightsail Volume”), AWS will use commercially reasonable efforts to make the Single Lightsail Volume available with a Volume-Level Uptime Percentage as shown in the table below during any monthly billing cycle (the “Lightsail Volume-Level SLA”):

Service Credits

Service Credits are calculated as a percentage of the monthly bill for the individual Included Service in the affected AWS region that did not meet the Region-Level SLA, Lightsail Instance-Level SLA or the Lightsail Volume-Level SLA.

We will apply any Service Credits only against future Amazon Lightsail 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 Amazon Lightsail 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. You may not combine or stack claims under the Lightsail Region-Level SLA or the Lightsail Instance/Volume- Level SLAs for a particular instance or volume. 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 Lightsail Region-Level SLA or the Lightsail Instance/Volume- Level SLAs, as applicable:

1.    the words “Amazon Lightsail SLA Credit Request” in the subject line;
2.    the dates, times of each Unavailability incident that you are claiming;
3.    the resource IDs for the affected Included Service;
4.    the billing cycle and AWS regions with respect to which you are claiming Service Credits; and
5.    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 your request is confirmed by us. Your failure to provide the requested and other information as required above will disqualify you from receiving a Service Credit.

Amazon Lightsail Instance and Block Storage SLA Exclusions

The Lightsail Region-Level SLA and the Lightsail Instance/Volume- Level SLAs do not apply to any unavailability, suspension or termination of an Included Service, or any other Included Service performance issues, directly or indirectly: (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 the applicable Included Service; (ii) that result from any actions or inactions of you, including failure to acknowledge or switch to a recovery volume or respond to resource health concerns; (iii) that result from your equipment, software or other technology and/or third party equipment, software or other technology; (iv) that result from failures of individual instances or volumes not attributable to Region Unavailability; (v) that result from you not following the guidelines or exceeding the limitations described in the Amazon Lightsail Documentation on the AWS Site; or (vi) arising from our suspension or termination of your right to use the applicable Included Service in accordance with the Agreement.

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

Definitions

• “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).
• “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of the minutes during the month in which any of the Included Services, as applicable, were Unavailable in more than one Availability Zone. If the applicable Included Service has only been configured for part of the month, the respective Included Service is assumed to be 100% available for the portion of the month that it was not configured.
• “Instance-Level Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Single Lightsail Instance was in the state of Unavailability. 
  
• “Volume-Level Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Single Lightsail Volume was in the state of Unavailability.
• 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:
  • For the Lightsail Instance and Volume-Level SLAs, respectively, your Single Lightsail Instance has no external connectivity or your Single Lightsail Volume performs zero read write IO, with pending in the queue.
  • For the Lightsail Region-Level SLA applicable to AWS Lightsail Instances (other than Single Lightsail Instances), when all of your running instances deployed in two or more AZs in the same AWS region (or, if there is only one AZ in the AWS region, that AZ and an AZ in another AWS region) concurrently have no external connectivity.
  • For the Lightsail Region-Level SLA applicable to Amazon Lightsail Storage, when all of your attached volumes deployed in two or more AZs in the same AWS region (or, if there is only one AZ in the AWS region, that AZ and an AZ in another AWS region) perform zero read write IO, with pending IO in the queue.