Amazon Lightsail Managed Databases Service Level Agreement

Last Updated: March 15, 2019

This Amazon Lightsail Managed Databases Service Level Agreement ("SLA") is a policy governing the use of the Amazon Lightsail managed databases ("Lightsail Databases") and applies separately to each account using Lightsail Databases. 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.

Service Commitment

AWS will use commercially reasonable efforts to make each High-Availability Database Instance available with a Monthly Uptime Percentage of at least 99.95% during any monthly billing cycle (the "Service Commitment"). In the event Lightsail Databases 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 the High-Availability Database Instance(s) 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 99.95% 10%
Less than 95.0% 100%

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 or non-performance or other failure by us to provide Lightsail Databases 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 Unavailability incident that you are claiming;

3. the Lightsail Database names and the AWS regions of the affected High-Availability Database Instances; and

4.  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 of such request is confirmed by us and is less than the Service Commitment, 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 request and other information as required above will disqualify you from receiving a Service Credit.

Amazon Lightsail Managed Database SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Lightsail, or any other Amazon Lightsail 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 Lightsail; (ii) that result from any voluntary actions or inactions from you or any third party (e.g., rebooting a database instance, scaling compute capacity, not scaling storage when the storage is full, misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from instances belonging to the 1 GB RAM database instance class or other instance classes which have similar CPU and memory resource limitations; (iv) that result from you not following the guidelines or exceeding the limitations described in the Amazon Lightsail Documentation on the AWS Site; (v) caused by underlying database engine software that lead to repeated database crashes or an inoperable database instance; (vi) that result in long recovery time due to insufficient IO capacity for your database workload; (vii) 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 (viii) arising from our suspension or termination of your right to use Amazon Lightsail in accordance with the Agreement (collectively, the "Amazon Lightsail Managed Database SLA Exclusions").

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

Definitions

  • "High-Availability Database Instance" means a Lightsail Database for MySQL or PostgreSQL database instance with a High-Availability bundle selected.
  • "Monthly Uptime Percentage" for a given High-Availability Database Instance is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the High-Availability Database instance was "Unavailable". If you have been running that High-Availability Database Instance for only part of the month, your High-Availability Database Instance is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon Lightsail Managed Database SLA Exclusion.
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Unavailable" means that all connection requests to the running High-Availability Database Instance fail during a 1-minute interval.