AWS Network Firewall Service Level Agreement
Last Updated: November 17, 2020
This AWS Network Firewall Service Level Agreement (this “SLA”) is a policy governing the use of AWS Network Firewall and applies separately to each account using AWS Network Firewall. 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 AWS Network Firewall available for each AWS region in which it is offered with a Monthly Uptime Percentage of at least 99.99% during any monthly billing cycle (the “Service Commitment”). In the event AWS Network Firewall 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 endpoint hour charges paid by you for AWS Network Firewall during the month in the applicable AWS region, excluding data processing fees, in accordance with the schedule below.
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.99% but greater than or equal to 99.0%
Less than 99.0% but greater than or equal to 95.0%
|Less than 95.0%||100%|
We will apply any Service Credits only against future AWS Network Firewall 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 AWS Network Firewall 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:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each unavailability incident that you are claiming;
- the affected firewalls; and
- your 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 we confirm that the Monthly Uptime Percentage is less than the Service Commitment, we will issue the appropriate Service Credit to you within one billing cycle following the month in which we confirm your request. Your failure to request a Service Credit or to provide any other information necessary to validate the request will disqualify you from receiving a Service Credit.
AWS Network Firewall SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of AWS Network Firewall, or any other AWS Network Firewall performance issues, that result from: (i) factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of AWS Network Firewall; (ii) any actions or inactions by you or any third party, including improper configuration of your firewall, routing tables, or other AWS resources; (iii) your or your user’s equipment, software, network, or other technology and/or third-party equipment, software, network, or other technology (other than third-party equipment within our direct control); (iv) your failure to follow the guidelines or to use the service within the limitations described in the AWS Network Firewall Documentation on the AWS Site; or (v) our suspension or termination of your right to use AWS Network Firewall in accordance with the Agreement (collectively, the “AWS Network Firewall SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
- “Deployment Minutes” is the total number of minutes that a given firewall is provisioned during a billing month in a given AWS region.
- “Downtime” is the total accumulated Deployment Minutes across all firewalls provisioned during a month in which the firewall is Unavailable.
- “Maximum Available Minutes” is the sum of all Deployment Minutes across all firewalls provisioned in an AWS account during a billing month.
- “Monthly Uptime Percentage” is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given AWS account in a given AWS region. Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (Maximum Available Minutes – Downtime) / Maximum Available Minutes. Monthly Uptime Percentage measurements exclude Downtime resulting directly or indirectly from any AWS Network Firewall SLA Exclusion.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
- A firewall is considered “Unavailable” during a given minute if the firewall fails to process all packets routed to it within the minute. If no packets are routed to the firewall during the minute, the firewall is considered available during the minute.