Amazon Aurora Service Level Agreement

Last Updated: May 19, 2022

This Amazon Aurora Service Level Agreement ("SLA") is a policy governing the use of Amazon Aurora and applies separately to each account using Amazon Aurora. 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 Amazon Aurora: (1) a Multi-AZ SLA that governs each Amazon Aurora cluster deployed across two or more AZs; and (2) a Single-AZ SLA that governs each Amazon Aurora cluster that is deployed to one AZ.

Multi-AZ SLA

When an Amazon Aurora cluster is deployed across two or more AZ’s (“Multi-AZ Cluster), AWS will use commercially reasonable efforts to make each Multi-AZ Cluster available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the "Multi-AZ SLA").

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.99% but equal to or greater than 99.0%

10%

Less than 99.0% but equal to or greater than 95.0%

25%

Less than 95.0%

100%

Single-AZ SLA

When an Amazon Aurora cluster deployment is deployed to one AZ (“Single-AZ Cluster”), AWS will use commercially reasonable efforts to make each Single-AZ Cluster available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-AZ SLA").

Single-AZ Uptime Percentage

Service Credit Percentage

Less than 99.9% but equal to or greater than 99.0%

10%

Less than 99.0% but equal to or greater than 95.0%

25%

Less than 95.0%

100%
Service Credits

Service Credits are calculated as a percentage of the charges paid by you for Amazon Aurora for the monthly billing cycle in which the applicable SLA was not met.

We will apply any Service Credits only against future Amazon Aurora 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 or non-performance or other failure by us to provide Amazon Aurora 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 will need to submit a claim by opening a case in the AWS Support Center. You many not combine or stack claims under the Multi-AZ SLA and the Single-AZ SLA for a particular Amazon Aurora cluster deployment. 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:
 
Multi-AZ and Single-AZ SLA requests must include:
 
i. the words "Amazon Aurora SLA Credit Request" in the subject line;
ii. the dates and times of each Unavailability incident you are claiming;
iii. the DB cluster IDs and the AWS region(s) of the affected Multi-AZ or Single-AZ Clusters; 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).
 
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 the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving Service Credits.
 
Amazon Aurora SLA Exclusions
 
The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Aurora, or any other Amazon Aurora 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 Amazon Aurora; (ii) that result from any voluntary actions or inactions from you; (iii) that result from instances belonging to the Micro DB instance class or other instance classes which have similar CPU and memory resource limitations; (iv) that result from you not following the basic operational guidelines described in the Amazon Aurora User Guide (e.g., overloading a database instance to the point it is inoperable, creating an excessively large number of tables that significantly increases the recovery time, etc.); (v) caused by underlying database engine software that leads to repeated database crashes or an inoperable database instance; (vi) that result in long recovery time due to insufficient IO capacity for your database workload; (vii) that result from your equipment, software or other technology; or (viii) arising from our suspension or termination of your right to use Amazon Aurora in accordance with the Agreement (collectively, the "Amazon Aurora SLA Exclusions").
 
If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage or Single-AZ 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 an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).
  • "Monthly Uptime Percentage" for a given Multi-AZ Cluster is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the Multi-AZ Cluster was Unavailable. If you have been running that Multi-AZ Cluster for only part of the month, your Multi-AZ Cluster is assumed to be 100% available for the portion of the month that it was not running. 
  • “Single-AZ Uptime Percentage” for a given Single-AZ Cluster is calculated by subtracting from 100% the percentage of 1-minute intervals during the monthly billing cycle in which the Single-AZ Cluster was Unavailable. If you have been running that Single-AZ Cluster for only part of the month, your Single-AZ Cluster is assumed to be 100% available for the portion of the month that it was not running. 
  • “Multi-AZ Cluster” means an Amazon Aurora cluster (for either the MySQL-compatible edition or the PostgreSQL-compatible edition of Amazon Aurora) that includes instances in at least two availability zones.
  • “Single-AZ Cluster” means an Amazon Aurora cluster (for either the MySQL-compatible edition or the PostgreSQL-compatible edition of Amazon Aurora) that limits all instances in the Amazon Aurora cluster to a common Availability Zone.
  • A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Unavailable" and “Unavailability” mean that all connection requests to the running Multi-AZ Cluster or Single-AZ Cluster, as applicable, fail during a 1-minute interval.