AWS Systems Manager Service Level Agreement

Last Updated: March 6, 2018

This AWS Systems Manager Service Level Agreement (“SLA”) is a policy governing the use of AWS Systems Manager and applies separately to each account using AWS Systems Manager. 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 Systems Manager 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 Systems Manager 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 following charges paid by you for the applicable priced Systems Manager feature for the monthly billing cycle in which the Monthly Uptime Percentage for a given AWS region fell within the ranges set forth in the table below: 

Monthly Uptime Percentage Service Credit Percentage
Less than 99.9% but greater than or equal to 99% 10%
Less than 99% but greater than or equal to 95% 25%
Less than 95% 100%

We will apply any Service Credits only against future Systems Manager payments for the impacted priced feature 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 Systems Manager 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 billing cycle and AWS regions 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;

(iii) the affected API names and target resource IDs;

(iv) 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.

Systems Manager SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Systems Manager, or any other Systems Manager 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 Systems Manager; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the best practices described in the Systems Manager User Guide on the AWS Site; (iv) 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 (v) arising from our suspension or termination of your right to use Systems Manager in accordance with the Agreement (collectively, the “Systems Manager 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

  • “Availability” is calculated separately for every priced feature (currently Automation and Distributor), and is calculated for each 5-minute interval as the percentage of Requests processed by Systems Manager that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is deemed to be 100% available.
  • An “Error” is any Request that returns a 500 or 503 error code, as described in Systems Manager Common Errors on the AWS Site.
  • “Monthly Uptime Percentage” for a given AWS region is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Systems Manager SLA Exclusion (as defined above).
  • A “Request” is a customer-initiated action of a type specifically listed as supported by Systems Manager in the Systems Manager API Reference Documentation on the AWS Site. For the avoidance of doubt, Requests only includes priced actions for priced features; free actions and free features do not count as Requests and are not eligible for Service Credits.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.