Amazon Aurora DSQL Service Level Agreement

Last Updated: May 27, 2025

This Amazon Aurora DSQL Service Level Agreement ("SLA") is a policy governing the use of Amazon Aurora DSQL ("DSQL") and applies separately to each account using DSQL. In the event of a conflict between 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.

Service Commitment

AWS will use commercially reasonable efforts to make DSQL available with a Monthly Uptime Percentage for each AWS Region, during any monthly billing cycle, of (a) at least 99.999% if the Multi-Region SLA applies, or (b) at least 99.99% if the Single-Region SLA applies (the "Service Commitment"). In the event DSQL does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits

Service Credits are calculated as a percentage of the charges paid by you for DSQL for the monthly billing cycle in which the Monthly Uptime Percentage for a given AWS Region(s) fell within the ranges set forth in the table below, as follows: (a) if the Multi-Region SLA applies, the total charges paid by you for DSQL for all active peered AWS Regions in the Multi-Region Cluster, or (b) if the Single-Region SLA applies, the total charges paid by you for DSQL in the applicable AWS Region.

Multi-Region SLA

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.999% but equal to or greater than 99.0%

10%

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

25%

Less than 95.0%

100%

Single-Region SLA

Monthly Uptime Percentage

Service Credit Percentage

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

10%

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

25%

Less than 95.0%

100%
 

We will apply any Service Credits only against future DSQL 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 or non-performance or other failure by us to provide DSQL is the receipt of Service Credits (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 billing cycle and AWS Region(s) with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for that AWS Region for the billing cycle and the specific dates, times, and availabilities for each 1-minute interval with less than 100% availability in that AWS Region throughout the billing cycle;
 
iii. 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.
 
DSQL SLA Exclusions
 
The Service Commitment does not apply to any unavailability, suspension, or termination of DSQL, or any other DSQL 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 DSQL; (ii) that result from any voluntary actions or inactions from you; (iii) that result from your equipment, software, or other technology; (iv) arising from our suspension or termination of your right to use DSQL in accordance with the Agreement; or (v) occurring in DSQL clusters that are in the "Idle" or "Inactive" state (collectively, the "DSQL 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.
 

Definitions

 
  • An "Internal Error" is any Request that returns a PostgreSQL error code “XX000: internal_error” as described in PostgreSQL Error Codes on the official PostgreSQL Documentation site.
  • "Monthly Uptime Percentage":
  •     for a given Single-Region Cluster is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the Single-Region Cluster was Unavailable. If you have been running that Single-Region Cluster for only part of the month, the cluster is assumed to be 100% available for the portion of the month that it was not running.
  •     for a given Multi-Region Cluster is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which all active peered Regions of the Multi-Region Cluster were Unavailable. If you have been running that Multi-Region Cluster for only part of the month, the cluster is assumed to be 100% available for the portion of the month that it was not running.
  • A "Multi-Region Cluster" is a set of at least two active peered DSQL clusters that spans at least two AWS Regions (as described in the DSQL Documentation on the AWS Site).
  • The "Multi-Region SLA" is the Service Commitment that applies if your DSQL cluster (a) is a Multi-Region Cluster throughout the applicable monthly billing cycle, and (b) you make reasonable efforts to utilize the other available active peered DSQL cluster(s) in the event of an availability issue in a single AWS Region.
  • A "Request" is a connection request and/or a PostgreSQL transaction request sent to your active DSQL cluster endpoint(s).
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • A "Single-Region Cluster" is a DSQL cluster that operates in a single AWS Region and does not have any peered Regions.
  • The "Single-Region SLA" is the Service Commitment that applies if (a) your DSQL cluster is a Single-Region Cluster, or (b) your DSQL cluster is a Multi-Region Cluster and you do not make reasonable efforts to utilize the other available active peered DSQL cluster(s) in the event of an availability issue in a single AWS Region.
  • "Unavailable" and "Unavailability" mean that, during a 1-minute interval in which you made 60 or more Requests, (a) all connection requests fail, and/or (b) all PostgreSQL transaction requests fail with an “Internal Error”. If you did not make 60 or more Requests in a given 1-minute interval, that interval is assumed to be 100% available.