Amazon MemoryDB for Redis Service Level Agreement

Last Updated: January 31, 2023

This Amazon MemoryDB for Redis Service Level Agreement (“SLA”) is a policy governing the use of Amazon MemoryDB for Redis (“MemoryDB”) and applies separately to each account using MemoryDB. 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.

SLAs

AWS makes two SLA commitments for MemoryDB: (1) a Multi-AZ MemoryDB SLA; and (2) a Single-AZ MemoryDB SLA.

Multi-AZ MemoryDB SLA

AWS will use commercially reasonable efforts to make each Multi-AZ Configuration available with a Monthly Uptime Percentage as shown in the table below, for each AWS region, during any monthly billing cycle (the "Multi-AZ MemoryDB SLA").

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.99% but greater than or equal to 99.0%

10%

Less than 99.0% but greater than or equal to 95.0%

25%
Less than 95.0% 100%

Single-AZ MemoryDB SLA
For each individual Single-AZ Configuration, AWS will use commercially reasonable efforts to make the Single-AZ Configuration available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-AZ MemoryDB SLA"):

Single-AZ Uptime Percentage

Service Credit Percentage

Less than 99.5% but greater than or equal to 99.0%

10%

Less than 99.0% but greater than or equal to 95.0%

25%
Less than 95.0% 100%
Service Credits
 
Service Credits are calculated as a percentage of the total charges paid by you for the Multi-AZ Configuration or Single-AZ Configuration, as applicable, in the affected AWS region for the monthly billing cycle in which the SLA, as applicable, was not met:
 
We will apply any Service Credits only against future MemoryDB 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 MemoryDB 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 Multi-AZ MemoryDB SLA and the Single-AZ MemoryDB SLA for a particular MemoryDB 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 or Single-AZ MemoryDB SLA, as applicable:
 

(i) the words “MemoryDB SLA Credit Request” in the subject line;
(ii) the dates, times, and AWS region(s) of the affected Multi-AZ or Single-AZ Configuration resource ID(s) for each Unavailability incident that you are claiming; and
(iii) the Shard Names (if applicable), the Cluster Names, and the AWS regions of the affected Multi-AZ or Single-AZ Configuration; and
(iv) 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 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 request and other information as required above will disqualify you from receiving a Service Credit.
 
MemoryDB SLA Exclusions
 
The respective SLAs do not apply to any unavailability, suspension, or termination of MemoryDB, or any other MemoryDB 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 MemoryDB; (ii) that result from any actions or inactions by you; (iii) that result from nodes belonging to burstable general-purpose instances; (iv) that result from you not following the guidelines and best practices described in the MemoryDB Documentation on the AWS Site; (v) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable MemoryDB node; (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; or (viii) arising from our suspension or termination of your right to use MemoryDB in accordance with the Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage and Single-AZ Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • "Monthly Uptime Percentage" for a given Multi-AZ Configuration is calculated as the average across the Multi-AZ Configuration’s shards of the following calculation for each such shard: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the shard was “Unavailable”. If you have been running the Multi-AZ Configuration for only part of the month, the Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.
  • "Multi-AZ Configuration" means a MemoryDB cluster configured with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Single-AZ Configuration" means a MemoryDB cluster not configured with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
  • "Single-AZ Uptime Percentage" for a given Single-AZ Configuration is calculated as the average across the Single-AZ Configuration’s shards of the following calculation for each such shard: 100% minus the percentage of 1 minute intervals during the monthly billing cycle in which the shard was Unavailable. If you have been running the Single-AZ Configuration for only part of the month, the Single-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.
  • "Unavailable" and “Unavailability” mean, with respect to a shard running in a Single-AZ or a Multi-AZ Configuration, that all connection requests to the primary node of the shard fail during a 1-minute interval.


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