Amazon WorkSpaces Thin Client Service Level Agreement

This Amazon WorkSpaces Thin Client Service Level Agreement (“SLA”) is a policy governing the use of the thin client management service for Amazon WorkSpaces Thin Client (“Amazon WorkSpaces Thin Client Service”) and applies separately to each account using the Amazon WorkSpaces Thin Client Service. 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 Amazon WorkSpaces Thin Client Service available, for each AWS region in which the service is generally available, with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”).  In the event Amazon WorkSpaces Thin Client Service 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 you paid in a monthly billing cycle for the affected Amazon WorkSpaces Thin Client Service instance in the AWS region for which the Monthly Uptime Percentage during that billing cycle fell within the ranges set forth in the table below:.

We will apply any Service Credits only against future Amazon WorkSpaces Thin Client Service 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 Amazon WorkSpaces Thin Client Service 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:

1. the words “Amazon WorkSpaces Thin Client SLA Credit Request” in the subject line;
2. the billing cycle, the AWS region, and the environment ID for the affected Amazon WorkSpaces Thin Client environment with respect to which you are claiming Service Credits, together with the dates and times for each Unavailability incident that you are claiming in such AWS region throughout the billing cycle; and
3. your documentation of the errors that 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 only applies to Amazon WorkSpaces Thin Client Service used with Amazon WorkSpaces Thin Client devices that are operational and compliant to software updates policies rolled out through the AWS console. The Service Commitment does not apply to any unavailability, suspension or termination of Amazon WorkSpaces Thin Client Service or any other Amazon WorkSpaces Thin Client Service 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 WorkSpaces Thin Client Service; (ii) that result from any actions or inactions from you; (iii) that result from failure to follow the guidelines or exceeding the limitations described in the Amazon WorkSpaces Thin Client Documentation on the AWS Site; (iv) that result from the virtual desktop service, such as Amazon WorkSpaces, Amazon AppStream 2.0, or Amazon WorkSpaces Web, itself being inaccessible or inoperable; (v) that result from failures prior to or during activation of an Amazon WorkSpaces Thin Client device; (vi) that result from your equipment, software or other technology, including any Amazon WorkSpaces Thin Client device; or (vii) arising from our suspension or termination of your right to use Amazon WorkSpaces Thin Client Service in accordance with the Agreement (collectively, the “Amazon WorkSpaces Thin Client SLA Exclusions”). If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

• “Available” means that the Amazon WorkSpaces Thin Client Service was not “Unavailable” during a 1 minute interval.
  
• "Monthly Uptime Percentage” for a given AWS Account in an AWS region is calculated by the average percentage of all Available Amazon WorkSpaces Thin Client environments for the AWS Account in the AWS region (availability measured in 1 minute intervals) during the monthly billing cycle. An Amazon WorkSpaces Thin Client environment is assumed to be 100% Available if there were no connection attempts during a 1 minute interval. Monthly Uptime Percentage measurements exclude unavailability resulting directly or indirectly from any Amazon WorkSpaces Thin Client SLA Exclusion. 
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for Amazon WorkSpaces Thin Client Service in the AWS region which falls below the Monthly Uptime Percentage.
• “Unavailable” and “Unavailability” mean that all connection events for an Amazon WorkSpaces Thin Client environment were unsuccessful during a 1 minute interval.