Amazon VPC IP Address Manager Service Level Agreement
Last Updated: May 4, 2022
AWS will use commercially reasonable efforts to make IPAM available with the Monthly Uptime Percentages set forth in the table below, during any monthly billing cycle (the "Service Commitment"). In the event IPAM 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 IPAM for the monthly billing cycle in which the Service Commitment was not met, in accordance with the schedule below:
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.9% but greater than or equal to 99.0%
Less than 99.0% but greater than or equal to 95.0%
|Less than 95.0%||100%|
We will apply any Service Credits only against future IPAM 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 IPAM 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:
i. the words “SLA Credit Request” in the subject line;
ii. the dates, times, affected IPAM resource ID, and Availabilities for each 5-minute interval with less than 100% Availability for each 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 requested information above and other information necessary to validate your claim will disqualify you from receiving a Service Credit.
IPAM SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of IPAM, or any other IPAM 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 IPAM; (ii) that result from any actions or inactions by you, including failure to acknowledge a recovery volume; (iii) that result from you not following the guidelines and best practices described in the IPAM Documentation 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 IPAM in accordance with the Agreement (collectively, the “IPAM 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 IPAM that do not fail with Errors and relate solely to the provisioned IPAM functions. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- “Error” is any Request that returns a 500 or 503 error code.
- “Monthly Uptime Percentage” for a given IPAM 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 IPAM SLA Exclusion.
- “Request” is an invocation of a IPAM function by directly calling the invoke API or triggered by a supported event source.
- “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.