Amazon Elastic Block Store Service Level Agreement

Last Updated: May 31, 2022

This Amazon Elastic Block Store Service Level Agreement (this “SLA”) is a policy governing the use of Amazon Elastic Block Store (“Amazon EBS”) and applies separately to each account using Amazon EBS. 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 Amazon EBS: (1) a Region-Level SLA that governs EBS volumes deployed across multiple AZs or regions, and (2) a Volume-Level SLA that governs EBS volumes individually.

Region-Level SLA

For use of Amazon EBS with all running volumes deployed concurrently across two or more AZs in the same region (or at least two regions if there is only one AZ in a given region), AWS will use commercially reasonable efforts to make Amazon EBS available for each AWS region with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (“Region-Level SLA”):

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

Volume-Level SLA

For each Amazon EBS volume (“Single EBS Volume”), AWS will use commercially reasonable efforts to make the Single EBS Volume available with a Volume-Level Uptime Percentage as shown in the table below during any monthly billing cycle (the “Volume-Level SLA”):

Volume-Level Uptime Percentage	Service Credit Percentage
Less than 99.9% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 95.0%	30%
Less than 95.0%	100%

Service Credits

Service Credits are calculated as a percentage of the monthly bill for the applicable Amazon EBS volumes in the affected AWS region that did not meet the Region-Level SLA or Volume-Level SLA, respectively.

We will apply any Service Credits only against future Amazon EBS 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.

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 Region-Level SLA and the Volume-Level SLA for a particular Single EBS Volume. Your credit 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 Region-Level SLA and Volume-Level SLA, as applicable:

i. the words “Amazon EBS SLA Credit Request” in the subject line;

ii. the dates, times, and affected AWS region of each Unavailability incident that you are claiming;

iii. the resource IDs for your Amazon EBS volumes; and

iv. your request logs that document the errors and corroborate your claimed outage**.

** Please replace any confidential or sensitive information with asterisks.

If a claim under the applicable SLA is confirmed by us, we will issue you a Service Credit 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. Unless otherwise provided in the Agreement, this SLA sets forth your sole and exclusive remedies, and AWS’ sole and exclusive obligations, for any unavailability, non-performance, or other failure by us to provide Amazon EBS.

Amazon EBS SLA Exclusions

The Region-Level SLA or Volume-Level SLA, respectively, do not apply to any unavailability, suspension or termination of Amazon EBS, or any other Amazon EBS 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 the applicable Included Service; (ii) that result from any actions or inactions of you, including failure to acknowledge or switch to a recovery volume or respond to resource health concerns; (iii) that result from your equipment, software or other technology; or (iv) arising from our suspension or termination of your right to use Amazon EBS in accordance with the Agreement (collectively, the “Amazon EBS SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Volume-Level Uptime Percentage calculation, 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).
“Volume-Level Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which a Single EBS Volume was in the state of Unavailability.
“Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which Amazon EBS 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.
“Unavailable” and “Unavailability” mean:
- For the Region-Level SLA, when all of your attached volumes deployed in two or more AZs in the same AWS region (or, if there is only one AZ in the AWS region, that AZ and an AZ in another AWS region) perform zero read write IO, with pending IO in the queue.
- For the Volume-Level SLA, your Single EBS Volume performs zero read write IO, with pending IO in the queue.