AWS Lake Formation Row-level Security, Governed Tables and Storage Optimization Service Level Agreement

This AWS Lake Formation Row-level Security, Governed Tables, and Storage Optimization Service Level Agreement (“SLA”) is a policy governing the use of the AWS Lake Formation Row-level Security, Governed Tables, and Storage optimization features (the “RGS Features”) and applies separately to each account using the RGS Features. 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 the RGS Features available with the Monthly Uptime Percentages set forth in the table below for each AWS region, during any monthly billing cycle (the “Service Commitment”). In the event the RGS Features do 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 the RGS Features 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 RGS Features 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 lack of Availability 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 the RGS Features is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

To receive a Service Credit, you must 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 and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, 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 request and other information as required above will disqualify you from receiving a Service Credit.

 The Service Commitment does not apply to any unavailability, suspension, or termination of the RGS Features, or any other RGS Feature 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 the RGS Features; (ii) that result from any actions or inactions by you or any third party (e.g., scaling of provisioned capacity, misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.); (iii) that result from you not following the guidelines and best practices described in the RGS Features Documentation on the AWS Site; (iv) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (v) arising from our suspension or termination of your right to use the RGS Features in accordance with the Agreement (collectively, the “AWS Lake Formation Row-level Security, Governed Tables, and Storage optimization SLA Exclusions”). If availability is impacted by factors other than those 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 the RGS features that do not fail with Errors and relate solely to the RGS Features 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 500 or 503 error code.

• “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 AWS Lake Formation Row-level Security, Governed Tables, and Storage optimization SLA Exclusion.

• “Request” is an invocation of a RGS Feature function by directly calling the invoke API or triggered by a supported event source. RGS Feature invoke API calls comprise the following: StartQueryPlanning, GetWorkUnits, GetWorkUnitResults, StartTransaction, CancelTransaction, ExtendTransaction, DescribeTransaction, ListTransactions, UpdateTableStorageOptimizer, and ListTableStorageOptimizers.

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