AWS Global Accelerator Service Level Agreement
Last Updated: May 19, 2022
AWS will use commercially reasonable efforts to make each Multi-AZ Accelerator available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the “Multi-AZ Global Accelerator SLA”):
| 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 Global Accelerator SLA
AWS will use commercially reasonable efforts to make each Single-AZ Accelerator available with a Single-AZ Accelerator Uptime Percentage as shown in the table below during any monthly billing cycle (the “Single-AZ Global Accelerator SLA”):
| Single-AZ Accelerator 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 Commitments and Service Credits
Service Credits are calculated as a percentage of the total charges paid by you for the affected accelerator for the monthly billing cycle in which the applicable SLA was not met.
We will apply any Service Credits only against future AWS Global Accelerator 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 AWS Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide AWS Global Accelerator 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 Multi-AZ Global Accelerator SLA and the Single-AZ Global Accelerator SLA for a particular accelerator. 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 Multi-AZ Global Accelerator SLA and Single-AZ Global Accelerator SLA, as applicable:
1. the words "AGA SLA Credit Request" in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected AWS Global Accelerator IDs; and
4. your request logs that document the errors and corroborate your claimed outage**
** Please replace any confidential or sensitive information in these logs 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 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.
AWS Global Accelerator SLA Exclusions
The respective SLAs do not apply to any unavailability, suspension or termination of AWS Global Accelerator, or any other AWS Global Accelerator 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 AWS Global Accelerator; (ii) that result from any actions or inactions of you; (iii) that result from you not following the best practices described in the AWS Global Accelerator User Guide 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 AWS Global Accelerator in accordance with the AWS Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single-AZ Accelerator Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.
Definitions
- "Availability Zone" and "AZ" mean an isolated location within a region identified by a letter identifier following the region code (e.g., us-west-1a).
- "Healthy Endpoint" means the resources associated with an accelerator return a success code for the health checks issued.
- "Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of one-minute intervals during the month in which a Multi-AZ Accelerator was Unavailable.
- “Multi-AZ Accelerator” means an accelerator that is associated with endpoints, all of which are deployed in multiple Availability Zones.
- A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
- “Single-AZ Accelerator” means an accelerator that is associated with endpoints, some of which are deployed in only a single Availability Zone.
- “Single-AZ Accelerator Uptime Percentage” is calculated by subtracting from 100% the percentage of one-minute intervals during the month in which a Single-AZ Accelerator was Unavailable.
- "Unavailable" and "Unavailability" mean
- For the Multi-AZ Global Accelerator SLA, that all attempts to connect to a Multi-AZ Accelerator, with at least one or more Healthy Endpoints (each of which are deployed in multiple Availability Zones), via all the allocated static IP addresses, are unsuccessful.
- For the Single-AZ Global Accelerator SLA, that all attempts to connect to a Single-AZ Accelerator, with at least one or more Healthy Endpoints, via the allocated static IP addresses, are unsuccessful.