Amazon Managed Workflows for Apache Airflow (MWAA) Service Level Agreement

This Amazon MWAA Service Level Agreement (“SLA”) is a policy governing the use of Amazon Managed Workflows for Apache Airflow (“Amazon MWAA”) and applies separately to each account using Amazon MWAA. 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 MWAA available with a Monthly Uptime Percentage for each Amazon MWAA environment, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Amazon MWAA 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 following charges paid by you for each Amazon MWAA environment for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges set forth in the table below:

We will apply any Service Credits only against future Amazon MWAA payments otherwise due from you. At our discretion, we may issue the Service Credits 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. 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, non-performance, or other failure by us to provide Amazon MWAA is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

To receive Service Credits, you will need to 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 billing cycle and AWS region(s) with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for that MWAA environment for the billing cycle and the specific dates, times, and Availabilities for each [1 or 5]-minute interval with less than 100% Availability in that MWAA environment throughout the billing cycle; and
3. 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.

The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon MWAA, or any other Amazon MWAA 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 MWAA; (ii) that result from any actions or inactions by you (e.g. overloading a database to the point it is inoperable, misconfiguring security groups, VPC configurations or credential settings, insufficient MWAA environment capacity, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from you not following the guidelines and best practices described in the Amazon MWAA 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 Amazon MWAA in accordance with the Agreement; (vi) caused by the underlying Apache Airflow software that leads to environment crashes or an inoperable environment (collectively, the “Amazon MWAA 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.

• “Monthly Uptime Percentage” for a given Amazon MWAA environment is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the MWAA environment was "Unavailable." If you have been running that MWAA environment for only part of the month, your MWAA environment 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 MWAA SLA Exclusion.
• “MWAA environment” means a discrete Amazon MWAA instance that returns Status = “available” via the get-environment API.
• 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 MWAA environment fail during a 1 minute interval.