Amazon Timestream Service Level Agreement

Last Updated: September 30, 2020

This Amazon Timestream Service Level Agreement ("SLA") is a policy governing the use of Amazon Timestream ("Timestream") and applies separately to each account using Timestream. 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 Timestream available with a Monthly Uptime Percentage of at least 99.99% (the "Service Commitment"). In the event Timestream 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 Timestream in the affected AWS region 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 99.99% 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 Timestream 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 Timestream 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:

  1. the words "SLA Credit Request" in the subject line;
  2. the dates, times, and AWS region(s) of the affected Request ID(s) for each Unavailability incident that you are claiming; and
  3. 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 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.

Timestream SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of Timestream or any other Timestream 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 Timestream (ii) that result from any actions or inactions by you or any third party; (iii) that result from you not following the guidelines and best practices described in the Timestream Documentation 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); (v) that result from any maintenance as provided for pursuant to the Agreement; or (vi) arising from our suspension or termination of your right to use Timestream in accordance with the Agreement (collectively, the " Timestream SLA 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.

Definitions

  • "Monthly Uptime Percentage" for Requests in a given AWS region are calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the Requests were Unavailable. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Timestream SLA Exclusions.
  • A "Request" is a customer-initiated action of a type specifically listed as being supported by Timestream in the Timestream API Reference Documentation.
  • "Unavailable" and "Unavailability" mean that all Timestream Requests respond with an Error during a 5-minute interval.
  • An "Error" is any Request that returns a 500 or 503 error code, as described in Timestream Common Errors on the AWS Site.
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.