Amazon Route 53 Service Level Agreement

This Amazon Route 53 Service Level Agreement (“SLA”) is a policy governing the use of Amazon Route 53 Authoritative DNS and applies separately to each account using Amazon Route 53. 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 each Amazon Route 53 Hosted Zone available with the Monthly Uptime Percentages set forth in the table below. In the event an Amazon Route 53 Hosted Zone does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.

• A “Hosted Zone” is a container for DNS records indicating how Amazon Route 53 should route traffic for a specific domain.
• “Monthly Uptime Percentage” for a given Hosted Zone is calculated by subtracting from 100% the percentage of minutes during the month in which the Hosted Zone was Unavailable. Monthly Uptime Percentage measurements exclude Unavailability resulting directly or indirectly from any Amazon Route 53 SLA Exclusions.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• A Hosted Zone is “Unavailable” during a given minute if all four virtual name servers assigned to the Hosted Zone fail to respond to all DNS queries made to the Hosted Zone throughout the minute.
  

Service Credits are calculated as a percentage of the total Amazon Route 53 query charges paid by you for the affected Hosted Zone 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 Amazon Route 53 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 AWS Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide Amazon Route 53 is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

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, times, and resource IDS for each Unavailability incident that you are claiming; and

iii. 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 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 (a) any other Amazon Route 53 features, including the availability or reliability of the Amazon Route 53 API or console; or (b) any unavailability, suspension, or termination of Amazon Route 53, or any other Amazon Route 53 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 Amazon Route 53; (ii) that result from any actions or inactions by you; (iii) that result from your equipment, software, or other technology; (iv) arising from our suspension or termination of your right to use Amazon Route 53 in accordance with the Agreement; (v) that result from your failure to following guidelines and best practices described in the Amazon Route 53 documentation, including exceeding usage limits; or (vi) that, with respect to public DNS only, result during a period in which you were not using all four virtual name servers (for example, ns123.awsdns.com, ns123.awsdns.net, ns123.awsdns.co.uk, and ns123.awsdns.org) assigned to your Hosted Zone (collectively, the “Amazon Route 53 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.

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