Prior Version(s) of Amazon ElastiCache Service Level Agreement – Not Currently In Effect

This Amazon ElastiCache Service Level Agreement ("SLA") is a policy governing the use of Amazon ElastiCache ("ElastiCache") and applies separately to each account using ElastiCache. 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 five SLA commitments for ElastiCache: (1) an ElastiCache Serverless SLA, (2) a Multi-AZ ElastiCache SLA, (3) a Cross-AZ ElastiCache SLA, (4) a Previous Generation Multi-AZ ElastiCache SLA, and (5) a Single-AZ ElastiCache SLA.

Serverless and Multi-AZ ElastiCache SLA
AWS will use commercially reasonable efforts to make each ElastiCache Serverless (Memcached) Configuration and ElastiCache (Redis OSS) Serverless Configuration (collectively, “ElastiCache Serverless Configuration”), and ElastiCache (Redis OSS) Multi-AZ Configuration, available with a Monthly Uptime Percentage, as shown in the table below during any monthly billing cycle (each, as applicable, the “ElastiCache Serverless SLA” and/or “Multi-AZ ElastiCache SLA”).

Cross-AZ ElastiCache SLA and Previous Generation Multi-AZ ElastiCache SLA
AWS will use commercially reasonable efforts to make each ElastiCache (Memcached) Cross-AZ Configuration and ElastiCache (Redis OSS) Previous Generation Multi-AZ Configuration available with a Cross-AZ and Previous Generation Multi-AZ Uptime Percentage, as applicable, as shown in the table below during any monthly billing cycle (each, as applicable, the “Cross-AZ ElastiCache SLA” and/or “Previous Generation Multi-AZ ElastiCache SLA”).

Single-AZ ElastiCache SLA
For each individual ElastiCache (Memcached) Single-AZ Configuration and each individual ElastiCache (Redis OSS) Single-AZ Configuration, AWS will use commercially reasonable efforts to make the applicable ElastiCache (Memcached) or ElastiCache (Redis OSS) Single-AZ Configuration available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-AZ ElastiCache SLA").

Service Credits 

Service Credits are calculated as a percentage of the total charges paid by you for the ElastiCache Serverless Configuration, ElastiCache (Redis OSS) Multi-AZ Configuration, ElastiCache (Memcached) Cross-AZ Configuration, ElastiCache (Redis OSS) Previous Generation Multi-AZ Configuration, ElastiCache (Memcached) Single-AZ Configuration, or ElastiCache (Redis OSS) Single-AZ Configuration, as applicable, 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 ElastiCache 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 or non-performance or other failure by us to provide ElastiCache 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 will need to submit a claim by opening a case in the AWS Support Center. You may not combine or stack claims under the ElastiCache Serverless SLA, Multi-AZ ElastiCache SLA, Cross-AZ ElastiCache SLA, Previous Generation Multi-AZ ElastiCache SLA, and/or the Single-AZ ElastiCache SLA for a particular ElastiCache 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 Serverless, Multi-AZ, Cross-AZ, Previous Generation Multi-AZ, or Single-AZ ElastiCache SLA, as applicable:

i. the words "ElastiCache SLA Credit Request" in the subject line;

ii. the dates and times of each Unavailability incident you are claiming;

iii. the Cache Names, Cluster Names, or Shard Names (if applicable);

iv. the AWS regions of the affected ElastiCache Serverless Configurations, ElastiCache (Redis OSS) Multi-AZ Configurations, ElastiCache (Memcached) Cross-AZ Configurations, ElastiCache (Redis OSS) Previous Generation Multi-AZ Configurations, or ElastiCache Single-AZ Configurations; and

v. 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 a claim under the applicable SLA is confirmed by us, 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 requested and other information as required above will disqualify you from receiving a Service Credit.

Amazon ElastiCache (Memcached) SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the recommended caching strategies and best practices described in the ElastiCache (Memcached) Documentation on the AWS Site; (iv) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache (Memcached) endpoint; (v) that result in long recovery time due to insufficient provisioned capacity for your in-memory workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage, Cross-AZ Uptime Percentage, or Single-AZ Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

Amazon ElastiCache (Redis OSS) SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the recommended caching strategies and best practices described in the ElastiCache (Redis OSS) User Guide; (iv) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache (Redis OSS) endpoint; (v) that result in long recovery time due to insufficient provisioned capacity for your in-memory workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage, Previous Generation Multi-AZ Uptime Percentage, or Single-AZ Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

Definitions

• "Cross-AZ Configuration" means an ElastiCache (Memcached) cluster that (a) is not a Serverless Configuration, and (b) is deployed in at least two separate Availability Zones (AZs) within the same AWS region.
  

• "Cross-AZ Uptime Percentage" for a given Cross-AZ Configuration is calculated as: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the cluster was "Unavailable". If you have been running that Cross-AZ Configuration for only part of the month, your Cross-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.

• “Error” means:
  • with respect to ElastiCache Serverless (Redis OSS), any Request that returns a “-CLUSTERDOWN” or “-ERR internal error” message.
  • with respect to ElastiCache Serverless (Memcached), any Request that returns a “SERVER_ERROR server temporarily unavailable” message.

• "Monthly Uptime Percentage":
  • for a given Multi-AZ Configuration is calculated as the average across the Multi-AZ Configuration’s shards of the following calculation for each such shard: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the shard was "Unavailable". If you have been running that Multi-AZ Configuration for only part of the month, your Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.
  • for a given Serverless Configuration is calculated as 100% minus the average unavailability percentage of all 1-minute intervals in a monthly billing cycle, where the unavailability percentage for each 1-minute interval is calculated as the percentage of Requests made in that 1-minute interval that are Unavailable. If you did not make any Requests in a given 1-minute interval, the unavailability percentage for that interval is assumed to be 0%.

• “Multi-AZ Configuration” means an ElastiCache (Redis OSS) cluster that (a) is not a Serverless Configuration, and (b) is configured with Redis OSS version 6.2 and above and (x) (i) created on or after January 13, 2023, or (ii) with an engine service update released on or after January 13, 2023 applied, and (y) with the Multi-AZ setting enabled on the cluster.

• “Previous Generation Multi-AZ Configuration” means an ElastiCache (Redis OSS) cluster that (a) is not a Serverless Configuration, and (b) is configured with any Redis OSS version and (x) with automatic failover enabled, and (y) with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).

• “Previous Generation Multi-AZ Uptime Percentage” for a given Previous Generation Multi-AZ Configuration is calculated as the average across the Previous Generation Multi-AZ Configuration’s shards of the following calculation for each such shard: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the shard was “Unavailable”. If you have been running that Previous Generation Multi-AZ Configuration for only part of the month, your Previous Generation Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.

• “Request” means:
  • with respect to ElastiCache Serverless (Redis OSS), a customer-initiated Redis OSS command of a type specifically listed as being supported by ElastiCache Serverless commands.
  • with respect to ElastiCache Serverless (Memcached), a customer-initiated Memcached command of a type specifically listed as being supported by ElastiCache Serverless commands for Memcached.

• “Serverless Configuration” means, with respect to both ElastiCache (Redis OSS) and ElastiCache (Memcached), a cache created using (a) the option in the AWS Console for creating a serverless configuration for ElastiCache, or (b) the “CreateServerlessCache” action using the AWS API or CLI.
  

• A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.

• “Single-AZ Configuration” means:
  • with respect to ElastiCache (Memcached), a cluster that (a) is not a Serverless Configuration, and (b) is deployed in a single Availability Zone (AZ) within an AWS region
  • with respect to ElastiCache (Redis OSS), a cluster that (a) is not a Serverless Configuration, and (b) is configured (x) with automatic failover not enabled, or (y) without a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).

• “Single-AZ Uptime Percentage” for a given Single-AZ Configuration is calculated as: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the cluster was “Unavailable”. If you have been running that Single-AZ Configuration for only part of the month, your Single-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.

• “Unavailable” or “Unavailability” means:
  • with respect to an ElastiCache (Memcached) cluster running in a Cross-AZ or Single-AZ Configuration, that the cluster has no external connectivity.
  • with respect to an ElastiCache (Redis OSS) shard running in a Multi-AZ, Previous Generation Multi-AZ, or Single-AZ Configuration, that all connection requests to the primary node of the shard fail during a 1-minute interval.
  • with respect to an ElastiCache Serverless Configuration, a Request that fails with an Error.