Amazon Neptune Service Level Agreement
Last Updated: March 08, 2019
This Amazon Neptune Service Level Agreement ("SLA") is a policy governing the use of Amazon Neptune ("Neptune") and applies separately to each account using Neptune. 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 Multi-AZ Clusters available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). In the event Neptune does not meet the Monthly Uptime Percentage 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 Multi-AZ Clusters that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule 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%
|Less than 95.0%||100%|
We will apply any Service Credits only against future Neptune 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 Neptune 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 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:
i. the words "SLA Credit Request" in the subject line;
ii. the dates and times of each Unavailability incident you are claiming;
iii. the cluster identifiers and the AWS regions of the affected Multi-AZ Clusters; 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 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.
Neptune SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Neptune, or any other Neptune 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 Neptune; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from nodes belonging to burstable general-purpose instances such as T2 instances; (iv) that result from you not following the best practices described in the Neptune User Guide; (v) that result in long recovery time due to insufficient IO capacity for your database workload; (vi) 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 (vii) arising from our suspension and termination of your right to use Neptune in accordance with the Agreement (collectively, the "Neptune 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 Multi-AZ Cluster is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Multi-AZ Cluster was "Unavailable". If you have been running that Multi-AZ Cluster for only part of the month, your Multi-AZ Cluster 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 Neptune SLA Exclusion.
- “Multi-AZ Cluster” means a Neptune cluster consisting of two or more Neptune instances in two or more AWS availability zones.
- 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 that all connection requests to the running Multi-AZ Cluster endpoint fail during a 1 minute interval.