Amazon Quantum Ledger Database (QLDB) Service Level Agreement
Last Updated: May 5, 2022
This Amazon Quantum Ledger Database Service Level Agreement (“SLA”) is a policy governing the use of Amazon Quantum Ledger Database (“QLDB”) and applies separately to each account using QLDB. 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 QLDB ledgers available with a Monthly Uptime Percentage of at least 99.9% (the "Service Commitment"). In the event a QLDB ledger 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 total charges paid by you for the affected QLDB ledger for the monthly billing cycle in which the Service Commitment was not met, 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%
We will apply any Service Credits only against future QLDB 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 QLDB 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, times, and AWS region(s) of the affected QLDB ledger resource ID(s) for each Unavailability incident that you are claiming; and
- 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 Service Credits.
Amazon QLDB SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of QLDB, or any other QLDB 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 QLDB; (ii) that result from any actions or inactions from you; (iii) that result from you not following the guidelines and best practices described in the QLDB 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 QLDB in accordance with the Agreement (collectively, the “QLDB 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.
- "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of 1 minute intervals during the month in which the QLDB ledger was Unavailable. If you have been running the QLDB ledger for only part of the month, the QLB ledger 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 QLDB SLA Exclusions.
- 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 database commands fail during a 1-minute interval, where “fail” means that the request returns a result with an HTTP status code in the range 500 through 599.