Amazon DevOps Guru Service Level Agreement

This Amazon DevOps Guru Service Level Agreement (“SLA”) is a policy governing the use of Amazon DevOps Guru (“Amazon DevOps Guru”) and applies separately to each account using Amazon DevOps Guru. 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 DevOps Guru available with a Monthly Uptime Percentage for each AWS region, during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Amazon DevOps Guru 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 Amazon DevOps Guru in the affected AWS region  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 DevOps Guru payments otherwise due from you. At our discretion, we may issue the Service Credits 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. Service Credits 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 DevOps Guru is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

To receive Service Credits, you will need to 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 “SLA Credit Request” in the subject line;
2. the billing cycle and AWS region(s) with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for that AWS region for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability in that AWS region throughout the billing cycle; and 
3. your Request logs that document the errors for your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
   

The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon DevOps Guru, or any other Amazon DevOps Guru 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 DevOps Guru; (ii) that result from any actions or inactions by you (e.g. scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, etc.); (iii) that result from you not following the guidelines and best practices described in the Amazon DevOps Guru 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 Amazon DevOps Guru in accordance with the Agreement (collectively, the “Amazon DevOps Guru 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.

• “Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Amazon DevOps Guru that do not fail with Errors and relate solely to the provisioned Amazon DevOps Guru functions. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
• An “Error” is any Request that returns a 5XX error code, e.g. 500 or 503.
• “Monthly Uptime Percentage” for a given AWS region 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 Amazon DevOps Guru SLA Exclusion.
• “Request” is a call to an Amazon DevOps Guru API listed in the Amazon DevOps Guru Documentation.
• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.