Amazon FSx Service Level Agreement

Last Updated: June 25, 2024

This Amazon FSx Service Level Agreement (“SLA”) is a policy governing the use of the Included Services (listed below) and applies separately to each account using the Included Services. 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.

Included Services
  • Amazon FSx for Windows File Server
  • Amazon FSx for Lustre
  • Amazon FSx for NetApp ONTAP
  • Amazon FSx for OpenZFS

SLAs
AWS makes three SLA commitments for the Included Services:

(1) a Multi-AZ SLA for Amazon FSx for Windows File Server, Amazon FSx for NetApp ONTAP, and Amazon FSx for OpenZFS Multi-AZ File Systems;
(2) a Single-AZ SLA for Amazon FSx for NetApp ONTAP and Amazon FSx for OpenZFS HA Single-AZ  File Systems; and
(3) a Single-AZ SLA for Amazon FSx for Windows File Server, Amazon FSx for OpenZFS non-HA, and Amazon FSx for Lustre Single-AZ File Systems.

Multi-AZ SLA for Amazon FSx for Windows File Server, Amazon FSx for NetApp ONTAP, and Amazon FSx for OpenZFS Multi-AZ File Systems
AWS will use commercially reasonable efforts to make each Multi-AZ File System available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle:

Monthly Uptime Percentage Service Credit Percentage
Less than 99.99% 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%

Single-AZ SLA for Amazon FSx for OpenZFS HA and Amazon FSx for NetApp ONTAP Single-AZ File Systems

AWS will use commercially reasonable efforts to make each Amazon FSx for OpenZFS HA and Amazon FSx for NetApp ONTAP Single-AZ File System available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle:

 

Single-AZ 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%

Single-AZ SLA for Amazon FSx for Windows File Server, Amazon FSx for OpenZFS non-HA, and Amazon FSx for Lustre Single-AZ File Systems

AWS will use commercially reasonable efforts to make each Amazon FSx for Windows File Server, Amazon FSx for OpenZFS non-HA, and Amazon FSx for Lustre Single-AZ File System available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle:

 

Single-AZ Uptime Percentage Service Credit Percentage
Less than 99.5% 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%

Service Credits

Service Credits are calculated as a percentage of the monthly bill for the affected file system that did not meet its SLA. We will apply any Service Credits only against future payments otherwise due from you for the applicable Included Service. 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 the Included Services 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 must submit a claim by opening a case in the AWS Support Center. You may not combine or stack claims under the SLAs for a particular Included Service file system. 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:

1. the words “SLA Credit Request” in the subject line;
2. the billing cycle and AWS region with respect to which you are claiming Service Credits together with the dates and times of each Unavailability incident that you are claiming;
3. the File System IDs, if applicable, of the affected file systems; and
4. your request logs that document your claimed unavailability (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

 
If your claim under the applicable SLA is confirmed by us as valid, 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 FSx SLA Exclusions
 
The respective SLAs do not apply to any unavailability, suspension or termination of an Included Service, or any other Included Service 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 Included Service; (ii) that result from any actions or inactions of you; (iii) that result from your equipment, software or other technology; (iv) that result from you not following the current technical documentation applicable to the Included Services (including the applicable developer guides) as posted by us and updated by us from time to time on the AWS Site; or (v) that result from a suspension or termination of your right to use the Included Service in accordance with the Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single-AZ Uptime Percentage calculations, then we may issue a Service Credit considering such factors at our discretion.
 
Definitions
  • “AZ” means an isolated location within an AWS region identified by a letter identifier following the region code (e.g., us-west-1a).
  • “Monthly Uptime Percentage” for a given Multi-AZ File System is calculated by subtracting from 100% the percentage of minutes during the month in which the Multi-AZ File System is Unavailable. If you have been running a Multi-AZ File System for only part of the month, that file system is assumed to be 100% available during the portion of the month that it was not running.
  • A “Multi-AZ File System” is an Amazon FSx for Windows File Server, Amazon FSx for NetApp ONTAP, or Amazon FSx for OpenZFS Multi-AZ file system that has a pair of file servers concurrently deployed in an active-standby failover configuration across multiple AZs.
  • An “Operation” is an instruction that allows you to access your data in your Included Service file system.
  • A “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible Included Service account.
  • A “Single-AZ File System” is:
    • An Amazon FSx for OpenZFS HA Single-AZ or Amazon FSx for NetApp ONTAP Single-AZ file system that has a pair of file servers deployed in an active-standby failover configuration in only one AZ; or
    • An Amazon FSx for OpenZFS non-HA Single-AZ or Amazon FSx for Windows File Server Single-AZ file system that has a single file server deployed in only one AZ; or
    • An Amazon FSx for Lustre Single-AZ file system that has a cluster of file servers deployed in only one AZ.
  • “Single-AZ Uptime Percentage” for a given Single-AZ File System is calculated by subtracting from 100% the percentage of minutes during the month in which the Single-AZ File System is Unavailable. If you have been running a Single-AZ File System for only part of the month, that file system is assumed to be 100% available during the portion of the month that it was not running.
  • “Unavailable” and “Unavailability” mean that all Operations fail for your Multi-AZ File System or Single-AZ File System, respectively, during a 1-minute interval.

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