Amazon Lookout for Equipment Service Level Agreement
Last Updated: April 8, 2021
This Amazon Lookout for Equipment Service Level Agreement (“SLA”) is a policy governing the use of Amazon Lookout for Equipment and applies separately to each account using Amazon Lookout for Equipment. 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 will use commercially reasonable efforts to make Amazon Lookout for Equipment available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle (the “Service Commitment”). In the event Amazon Lookout for Equipment does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits are calculated as a percentage of the charges paid by you for the applicable Amazon Lookout for Equipment APIs in the affected AWS region for the monthly billing cycle in which the Monthly Uptime Percentage for a given AWS region fell within the ranges set forth in the table below:
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.9% but equal to or greater than 99.0%
|Less than 99.0% but equal to or greater than 95.0%||25%|
|Less than 95.0%||100%|
We will apply any Service Credits only against future payments otherwise due from you for Amazon Lookout for Equipment. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which Amazon Lookout for Equipment did not meet the Service Commitment. Service Credits will not entitle you to any refund or other payment from AWS. Service Credits 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 Amazon Lookout for Equipment is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive Service Credits, 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:
(i) the words “SLA Credit Request” in the subject line;
(ii) the billing cycle and AWS regions with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for that AWS region for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability in that AWS region throughout the billing cycle;
(iii) your Request logs that document the Errors for 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 credit request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.
Amazon Lookout for Equipment SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Lookout for Equipment, or any other Amazon Lookout for Equipment 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 Lookout for Equipment; (ii) that result from any voluntary actions or inactions from 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 you not following the best practices described in the Amazon Lookout for Equipment Documentation on the AWS Site; (iv) 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 (v) arising from our suspension or termination of your right to use Amazon Lookout for Equipment in accordance with the Agreement (collectively, the “Amazon Lookout for Equipment 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.
- “API Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Amazon Lookout for Equipment that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- "Job Run Availability” is calculated for each 5-minute interval as the percentage of Amazon Lookout for Equipment scheduled inference jobs that do not result in a Failure. For any scheduled inference jobs that span multiple 5-minute intervals, Job Run Availability is calculated for the 5-minute period in which the job terminates. If you did not have any scheduled inference jobs terminate in a given 5-minute interval, that interval is assumed to be 100% available.
- “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the aggregate of API Availability and Job Run Availability of all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon Lookout for Equipment SLA Exclusion.
- An “Error” is any Request that returns a 500 (Internal Failure) or 503 (Service Unavailable) error code.
- “Request” means a call to the Amazon Lookout for Equipment services APIs (as described in the Amazon Lookout for Equipment documentation).
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
- A “Failure” is any Lookout for Equipment job run, as applicable, that returns an error with the text ‘Resource Unavailable.’