Amazon Neptune Service Level Agreement

Last Updated: September 20, 2022

This Amazon Neptune Service Level Agreement ("SLA") is a policy governing the use of Amazon Neptune ("Neptune") and applies separately to each account using Neptune. 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.

SLAs
AWS makes two SLA commitments for Amazon Neptune: (1) a Multi-AZ DB Instance and Multi-AZ DB Cluster SLA; and (2) a Single DB Instance SLA.

Multi-AZ DB Instance and Multi-AZ DB Cluster SLA
AWS will use commercially reasonable efforts to make each Multi-AZ DB Instance and Multi-AZ DB Cluster available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the "Multi-AZ DB Instance and Multi-AZ DB Cluster SLA"):

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.9% 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%

Single-AZ DB Instance SLA
AWS will use commercially reasonable efforts to make each Single DB Instance available with a Single DB Instance Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single DB Instance SLA"):

Single DB Instance Uptime Percentage

Service Credit Percentage

Less than 99.5% 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%

Service Credits

Service Credits are calculated as a percentage of the charges paid by you for the Multi-AZ DB Instances or Multi-AZ DB Clusters that did not meet the Multi-AZ DB Instance and Multi-AZ DB Cluster SLA, as applicable; or for the Single DB Instances that did not meet the Single DB Instance SLA in the affected AWS region for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future Neptune 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 or non-performance or other failure by us to provide Neptune 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 will need to submit a claim by opening a case in the AWS Support Center. Your 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 for the applicable SLA:
i.    the words "Amazon Neptune SLA Credit Request " in the subject line;
ii.    the dates and times of each Unavailability incident you are claiming;
iii.    the DB instance and/or cluster identifiers and the AWS regions of the affected Single DB Instance, Multi-AZ DB Instances or Multi-AZ DB Clusters; and
iv.    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 a claim under the applicable SLA is confirmed by us, 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 requested and other information as required above will disqualify you from receiving a Service Credit.

Neptune SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Neptune, or any other Neptune 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 Neptune; (ii) that result from any voluntary actions or inactions from you; (iii) that result from nodes belonging to burstable general-purpose instances; (iv) that result from you not following the best practices described in the Neptune User Guide; (v) that result in long recovery time due to insufficient IO capacity for your database workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use Neptune in accordance with the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage or Single DB Instance Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • “Availability Zone” means an isolated location within an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).
  • “Single DB Instance Uptime Percentage” for a given Single DB Instance is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Single DB Instance was "Unavailable." If you have been running that Single DB Instance for only part of the month, your Single DB Instance is assumed to be 100% available for the portion of the month that it was not running.
  • "Monthly Uptime Percentage" for a given Multi-AZ DB Instance or Multi-AZ DB Cluster is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Multi-AZ DB Instance or Multi-AZ DB Cluster was "Unavailable." If you have been running that Multi-AZ DB Instance or Multi-AZ DB Cluster for only part of the month, your Multi-AZ DB Instance or Multi-AZ DB Cluster is assumed to be 100% available for the portion of the month that it was not running. 
  • “Multi-AZ DB Instance” means a Neptune database instance with the Multi-AZ deployment option selected.
  • “Multi-AZ DB Cluster” means a Neptune cluster consisting of two or more Neptune instances in two or more AWS Availability Zones.
  • “Single DB Instance” means a Neptune database instance in which the user has selected the “No” option for Multi-AZ Deployment. 
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Unavailable" and “Unavailability” mean that all connection requests to the applicable running Single DB Instance, Multi-AZ DB Instance, or Multi-AZ DB Cluster endpoint fail during a 1 minute interval.