AWS PrivateLink Service Level Agreement

This AWS PrivateLink Service Level Agreement (this "SLA") is a policy governing the use of AWS PrivateLink ("PrivateLink") and applies separately to each account using PrivateLink. 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 PrivateLink: (1) a Multi-AZ PrivateLink SLA that governs each PrivateLink deployed across multiple AZs; and (2) a Single PrivateLink SLA that governs PrivateLink deployments individually.  

Multi-AZ PrivateLink SLA

When PrivateLink enabled endpoints are deployed concurrently across two or more AZs (“Multi-AZ PrivateLink”), AWS will use commercially reasonable efforts to make connectivity from the Multi-AZ PrivateLink to each PrivateLink Powered Service available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (“Multi-AZ PrivateLink SLA”):

Single PrivateLink SLA

For each individual PrivateLink deployment (“Single PrivateLink”), AWS will use commercially reasonable efforts to make connectivity from the Single PrivateLink to each PrivateLink Powered Service available with a Single PrivateLink Uptime Percentage as shown in the table below during any monthly billing cycle (the “Single PrivateLink SLA”):

Service Credits

Service Credits are calculated as a percentage of the total charges paid by you for the applicable PrivateLink enabled endpoints for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future PrivateLink 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, non-performance, or other failure by us to provide PrivateLink 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 PrivateLink SLA and the Single PrivateLink SLA for a particular PrivateLink 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 Multi-AZ PrivateLink SLA and the Single PrivateLink SLA, as applicable:

1.    the words "PrivateLink SLA Credit Request" in the subject line;
2.    the dates and times of each Unavailability incident that you are claiming;
3.    the affected PrivateLink endpoint ID(s);
4.    the billing cycle and AWS regions with respect to which you are claiming Service Credits;
5.    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.

PrivateLink SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of the PrivateLink Service, or any other PrivateLink performance issues, directly or indirectly: (i) caused by factors outside of our reasonable control including any force majeure event or related problems beyond the demarcation point of AWS PrivateLink; (ii) that result from your equipment, software or other technology; (iii) that result from failure to follow the guidelines or exceeding the limitations described in the AWS PrivateLink Documentation on the AWS Site; or (iv) arising from our suspension or termination of your right to use AWS PrivateLink in accordance with the Agreement (collectively, the “PrivateLink SLA Exclusions”). If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Single PrivateLink Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

Definitions

• "Availability Zone" and “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" is calculated by subtracting from 100% the percentage of minutes during the month in which connectivity between the Multi-AZ PrivateLink to the applicable  PrivateLink Powered Service is in a state of Unavailability
• "PrivateLink Powered Service" means a service offered by a PrivateLink service provider that runs behind an Amazon Elastic Load Balancer and connects to PrivateLink enabled endpoints.
  
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Single PrivateLink Uptime Percentage” is calculated by subtracting from 100% the percentage of the monthly billing cycle in which connectivity between the Single PrivateLink to the applicable PrivateLink Powered Service was Unavailable.
• "Unavailable" and "Unavailability" mean:
  • For the Multi-AZ PrivateLink SLA, that a PrivateLink Powered Service has no connectivity to any PrivateLink enabled endpoint you own, and all attempts to connect to those PrivateLink enabled endpoints over PrivateLink in a 5 minute interval are unsuccessful, despite those PrivateLink enabled endpoints being enabled in two or more Availability Zones.
    
  • For the Single PrivateLink SLA, that a PrivateLink Powered Service has no connectivity to the applicable Single PrivateLink-enabled endpoint you own, and all attempts to connect to those PrivateLink enabled endpoints over PrivateLink in a 5 minute interval are unsuccessful.