Amazon Redshift Service Level Agreement

Last Updated: March 19, 2019

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

Service Commitment

AWS will use commercially reasonable efforts to make Amazon Redshift available with a Monthly Uptime Percentage for each Multi-Node Cluster, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event that Amazon Redshift 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 the Amazon Redshift cluster(s) 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% 10%
Less than 99.0% but equal to or greater than 95.0% 25%
Less than 95% 100%

We will apply any Service Credits only against future Amazon Redshift 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 Amazon Redshift is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive Service Credits, 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 database cluster names and the AWS regions of the affected cluster; 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 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.

Amazon Redshift SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Redshift, or any other Amazon Redshift 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 Amazon Redshift; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practice operational recommendations described in the Amazon Redshift User Guide or the Amazon Redshift Advisor Recommendations; (iv) that result from regular maintenance operations conducted within the customer-specified Amazon Redshift maintenance window as described in the Amazon Redshift User Guide; (v) 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 (vi) arising from our suspension and termination of your right to use Amazon Redshift in accordance with the Agreement (collectively, the “Amazon Redshift 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

  • "Monthly Uptime Percentage" for a given Multi-Node Cluster is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the cluster was "Unavailable". If you have been running that Multi-Node Cluster for only part of the month, your Multi-Node 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 Amazon Redshift SLA Exclusion. 
  • "Multi-Node Cluster” is defined as a cluster operating on a publicly available release version of Redshift that has two or more compute nodes and that is on the current or trailing maintenance track, as described in the Amazon Redshift User Guide.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible, active AWS account.
  • "Unavailable" and “Unavailability” mean that all connections to the running cluster fail during a 1-minute interval.