Amazon MemoryDB for Service Level Agreement
Last Updated: June 7, 2024
This Amazon MemoryDB Service Level Agreement (“SLA”) is a policy governing the use of Amazon MemoryDB (“MemoryDB”) and applies separately to each account using MemoryDB. 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 MemoryDB: (1) a Multi-AZ MemoryDB SLA; and (2) a Single-AZ MemoryDB SLA.
Multi-AZ MemoryDB SLA
AWS will use commercially reasonable efforts to make each Multi-AZ Configuration available with a Monthly Uptime Percentage as shown in the table below, for each AWS region, during any monthly billing cycle (the "Multi-AZ MemoryDB 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 MemoryDB SLA
For each individual Single-AZ Configuration, AWS will use commercially reasonable efforts to make the Single-AZ Configuration available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-AZ MemoryDB SLA"):
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% |
(i) the words “MemoryDB SLA Credit Request” in the subject line;
(ii) the dates, times, and AWS region(s) of the affected Multi-AZ or Single-AZ Configuration resource ID(s) for each Unavailability incident that you are claiming; and
(iii) the Shard Names (if applicable), the Cluster Names, and the AWS regions of the affected Multi-AZ or Single-AZ Configuration; and
(iv) 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).
Definitions
- "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 the Multi-AZ Configuration for only part of the month, the Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.
- "Multi-AZ Configuration" means a MemoryDB cluster configured with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
- 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 a MemoryDB cluster not configured with 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 the average across the Single-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 the Single-AZ Configuration for only part of the month, the Single-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.
- "Unavailable" and “Unavailability” mean, with respect to a shard running in a Single-AZ or a Multi-AZ Configuration, that all connection requests to the primary node of the shard fail during a 1-minute interval.
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