AWS Telco Network Builder Service Level Agreement

This AWS Telco Network Builder Service Level Agreement (“SLA”) is a policy governing the use of AWS Telco Network Builder (“AWS TNB”) and applies separately to each account using AWS TNB. 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.

AWS will use commercially reasonable efforts to make AWS TNB available with the Monthly Uptime Percentages set forth in the table below, for each AWS region, during any monthly billing cycle (the "Service Commitment"). In the event AWS TNB 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 TNB 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 TNB 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 lack of Availability 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 TNB is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

1. the words “AWS TNB SLA Credit Request” 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; and
   
3. your Request logs that document the errors and corroborate your claimed outage**

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 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 TNB, or any other AWS TNB performance issues, directly or indirectly: (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 TNB; (ii) that result from any voluntary actions or inactions from you (e.g., scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, uploading an incorrect package format, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from you not following the guidelines and best practices described in the AWS TNB User Guide 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 TNB in accordance with the Agreement (collectively, the “AWS TNB 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.

• “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by AWS TNB that do not fail with Errors and relate solely to the provisioned AWS TNB functions. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
• An “Error” is any Request that returns a 500 or 503 error code.
• “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 for the given AWS region.
  
• “Request” is an invocation of an AWS TNB function by directly calling the invoke API or triggered by a supported event source.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.