Amazon Chime Service Level Agreement
Last Updated: May 6, 2022
This Amazon Chime Service Level Agreement (“SLA”) is a policy governing the use of Amazon Chime and applies separately to each account using Amazon Chime. 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.
Service Commitment
AWS will use commercially reasonable efforts to make Amazon Chime available with the applicable Monthly Uptime Percentage during any monthly billing cycle (the “Service Commitment”). In the event Amazon Chime does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below.
Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for Amazon Chime that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.
Monthly 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% | 25% |
Less than 95.0% | 100% |
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:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each incident where you are claiming that Amazon Chime was Unavailable; and
- 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 applicable to the month of such request is confirmed by us and is less than the applicable Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
Amazon Chime SLA Exclusions
Definitions
- “Monthly Downtime” means: (i) the total number of users that find Amazon Chime Unavailable during a 5-minute interval divided by (ii) the total number of users in your Amazon Chime account. We will calculate Monthly Downtime for each Amazon Chime account as a percentage for each 5-minute interval in the monthly billing cycle.
- “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Monthly Downtimes from each 5-minute period in the monthly billing cycle.
- A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible Amazon Chime account.
- “Unavailable” means specifically that a user attempts and is unable to: (i) join a meeting; (2) retrieve one-to-one messages; or (3) send a one-to-one conversation message. The term “Unavailable” excludes all other issues, including any issues resulting directly or indirectly from any Amazon Chime SLA Exclusions.