AWS Shield Advanced Service Level Agreement

Last Updated: March 6, 2019

This AWS Shield Advanced Service Level Agreement (“SLA”) is a policy governing your subscription to AWS Shield Advanced under the terms of the Amazon Web Services Customer Agreement (the “AWS Agreement”) between Amazon Web Services, Inc. and its affiliates (“AWS”, “us” or “we”) and users of AWS’ services (“you”). This SLA applies separately to each account subscribed to AWS Shield Advanced. Unless otherwise provided herein, this SLA is subject to the terms of the AWS Agreement and capitalized terms will have the meaning specified in the AWS Agreement. We reserve the right to change the terms of this SLA in accordance with the AWS Agreement.

Service Commitment

AWS will use commercially reasonable efforts to prevent AWS resources designated by you for protection by AWS Shield Advanced (the “Designated Resources”) from failing to meet any service commitments specified in their respective Service Level Agreements as a result of any denial-of-service attack covered by AWS Shield Advanced (the “Service Commitment”). In the event AWS Shield Advanced does not meet the Service Commitment, you will be eligible to receive a Service Credit. For Designated Resources, a denial-of-service attack covered by AWS Shield Advanced will not constitute an SLA exclusion with respect to a failure to meet any service commitments specified in the relevant SLA.

Service Credits

For each 24-hour interval (Coordinated Universal Time) in which any of the Designated Resources experienced an availability interruption that contributed to AWS Shield Advanced not meeting the Service Commitment, you are entitled to a “Service Credit” in an amount equal to the average daily charges for AWS Shield Advanced for the monthly billing cycle in which the Service Commitment failure occurred. If five or more availability interruptions occur over distinct 24-hour intervals and within a single monthly billing cycle, you are entitled to a Service Credit in an amount equal to 100% of AWS Shield Advanced charges for the monthly billing cycle in which the Service Commitment failures occurred. We will apply any Service Credits only against future AWS Shield Advanced 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 Service Commitment failure occurred. Service Credits will not entitle you to any refund or other payment from AWS. Service Credits may not be transferred or applied to any other account. Unless otherwise provided in the AWS Agreement (including the Service Level Agreements for the Designated Resources), your sole and exclusive remedy for any unavailability of the AWS resources designated by you for protection by AWS Shield Advanced 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:

(i)  the words “SLA Credit Request” in the subject line;

(ii)  the dates and times of each incident of availability interruption that you are claiming; and

(iii) your request logs that document the errors and corroborate your claimed availability interruption (any confidential or sensitive information in these logs should be removed or replaced with asterisks).  

If the failure to meet the Service Commitment is confirmed by us, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

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