Amazon VPC Lattice Service Level Agreement

This Amazon VPC Lattice Service Level Agreement (“SLA”) is a policy governing the use of Amazon VPC Lattice (“VPC Lattice”) and applies separately to each account using VPC Lattice. 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 VPC Lattice: (1) a Multi-AZ VPC Lattice SLA that governs each VPC Lattice deployment with Connections across multiple AZs; and (2) a Single VPC Lattice SLA that governs each VPC Lattice deployment with a Connection.

Multi-AZ VPC Lattice SLA

When a VPC Lattice deployment has Connections across two or more AZs concurrently (“Multi-AZ VPC Lattice”), AWS will use commercially reasonable efforts to make each Multi-AZ VPC Lattice deployment available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the “Multi-AZ VPC Lattice SLA”).

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.99% but greater than or equal to 99.0%	10%
Less than 99.0% but greater than or equal to 95.0%	30%
Less than 95.0%	100%

Single VPC Lattice SLA

For a VPC Lattice deployment with at least one Connection (“Single VPC Lattice”), AWS will use commercially reasonable efforts to make the Single VPC Lattice deployment available with a Single VPC Lattice Uptime Percentage as shown in the table below during any monthly billing cycle (the “Single VPC Lattice SLA”). 

Single VPC Lattice Uptime Percentage	Service Credit Percentage
Less than 99.9% but greater than or equal to 99.0%	10%
Less than 99.0% but greater than or equal to 95.0%	30%
Less than 95.0%	100%

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for the applicable VPC Lattice deployment 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 VPC Lattice 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 VPC Lattice 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. You may not combine or stack claims under the Multi-AZ VPC Lattice SLA and the Single VPC Lattice SLA for a particular VPC Lattice deployment. 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 Multi-AZ VPC Lattice SLA and Single VPC Lattice SLA, as applicable:

1. the words “VPC Lattice SLA Credit Request” in the subject line;
   
2. the dates, times, and affected VPC Lattice Service and Service Network ARN’s for each Unavailability incident that you are claiming; and
   
3. your request logs that document the errors and corroborate your claimed outage**

        

**Please replace any confidential or sensitive information in these logs with asterisks.
 
 If a claim under the applicable SLA is confirmed by us we will issue a Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the requested and other information as required above will disqualify you from receiving a Service Credit. 
 
VPC Lattice SLA Exclusions 
 
The respective SLAs do not apply to any unavailability, suspension, or termination of VPC Lattice, or any VPC Lattice 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 VPC Lattice; (ii) that result from any voluntary actions or inactions from you (e.g. misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from your equipment, software or other technology; (iv) that result from you not following the guidelines described in the VPC Lattice User Guide on the AWS Site; or (v) arising from our suspension or termination of your right to use VPC Lattice in accordance with the Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single VPC Lattice Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.
 
Definitions
 

        

• “Availability Zone” and “AZ” mean an isolated location within an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).
  
• “Client” means a resource within a VPC that initiates a request to a VPC Lattice Service.
  
• “Connection” means a: i) Client; and ii) Healthy Target.
  
• “Healthy Targets” are the targets of a VPC Lattice deployment in a VPC Lattice Service that return a HTTP success code for the health check sent from VPC Lattice.
  
• “Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Multi-AZ VPC Lattice deployment was in the state of Unavailability.
  
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  
• “Single VPC Lattice Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Single VPC Lattice deployment was in the state of Unavailability.
  
• “Unavailable” and “Unavailability” mean:
  
• For the Multi-AZ VPC Lattice SLA, your Multi-AZ VPC Lattice deployment, which is enabled in two or more AZs and has at least one Connection, has no external connectivity and all attempts to connect to the Multi-AZ VPC Lattice deployment are unsuccessful.
  
• For the Single VPC Lattice SLA, your Single VPC Lattice deployment, which has at least one Connection, has no external connectivity and all attempts to connect to the Single VPC Lattice deployment are unsuccessful.
  
• “VPC Lattice Service” is an independently deployable unit of software within VPC Lattice that delivers a specific task or function.