AWS RTB Fabric Service Level Agreement

This AWS RTB Fabric Service Level Agreement (“this SLA”) is a policy governing the use of AWS RTB Fabric  and applies separately to each account using AWS RTB Fabric. 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 in this SLA but not defined shall have the meanings set forth in the Agreement.

AWS will use commercially reasonable efforts to make AWS RTB Fabric available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event AWS RTB Fabric 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 AWS RTB Fabric in the affected AWS region for the monthly billing cycle in which the Service Commitment was not met in accordance with the schedule below:

We will apply any Service Credits only against future AWS RTB Fabric 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 RTB Fabric is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

To receive a Service Credit, you must submit a claim by opening a case in the AWS Support Center. Your credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include the information specified below:

1. the words “AWS RTB Fabric SLA Credit Request – Claim” in the subject line; 
2. 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 5-minute interval with less than 100% Availability in that AWS region throughout the billing cycle;
3. the Amazon Resource Names (ARNs) for the applicable AWS RTB Fabric gateways and AWS RTB Fabric links; and 
4. your request logs and any other information 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 Credit to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

The Service Commitment does not apply to any unavailability, suspension, or termination of AWS RTB Fabric, or any other AWS RTB Fabric 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 AWS RTB Fabric; (ii) that result from any actions or inactions by you (e.g., misconfiguring security groups, isolated virtual network configurations, or credential settings; malformed or invalid RTB requests; or invalid transport layer security certificates); (iii) that result from you not following the guidelines and best practices described in the AWS RTB Fabric technical 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 AWS RTB Fabric in accordance with the Agreement (collectively, the “AWS RTB Fabric Service Commitment 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.

• “Availability” is calculated for each 5-minute interval as the percentage of Transactions processed by AWS RTB Fabric that do not fail with Errors. If you did not send any Transactions in a given 5-minute interval, that interval is assumed to be 100% available. 
• An “Error” is any Transaction that returns a 500 or 503 error code with the x-amz-response-source field set to "RTBFabric" or that is logged by AWS RTB Fabric as a service error.
• “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability of all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any AWS RTB Fabric Service Commitment Exclusions.
• "Real-Time Bidding (RTB)" means the automated, instantaneous auction process for buying and selling digital advertising space.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Transaction” means a valid RTB bid request or response sent by you to an AWS RTB Fabric link endpoint.