AWS Interconnect Service Level Agreement

This AWS Interconnect Service Level Agreement (“this SLA”) is a policy governing the use of AWS Interconnect and applies separately to each account using AWS Interconnect. 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.

SLA

When a Covered Interconnect (as defined below) is configured to access an Endpoint, AWS will use commercially reasonable efforts to make each Covered Interconnect available with a Monthly Uptime Percentage as shown in the table below during each monthly billing cycle:

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%

Service Credits

Service Credits are calculated as a percentage of the total AWS Interconnect hourly charges paid by you for the applicable Covered Interconnect(s) experiencing Unavailability for the monthly billing cycle in which the SLA was not met, and at the applicable rate at the time the Unavailability began.

We will apply any Service Credits only against future AWS Interconnect 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 AWS Interconnect 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. If a Covered Interconnect is used for accessing multiple Endpoints and is Unavailable, such Unavailability will count as a single Covered Interconnect for purposes of calculating Downtime. 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:

1. the words “AWS Interconnect SLA Credit Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected Covered Interconnect IDs;
4. the billing cycle with respect to which you are claiming Service Credits; and
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.

AWS Interconnect SLA Exclusions

The SLA does not apply to any unavailability, suspension, or termination of AWS Interconnect, or any other AWS Interconnect 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 Interconnect; (ii) that result from any actions or inactions from you (e.g., misconfiguring security groups, VPC configurations or credential settings); (iii) that result from your equipment, software, or other technology; (iv) that result from you not following the guidelines described in the AWS Interconnect User Guide on the AWS website; or (v) arising from our suspension or termination of your right to use AWS Interconnect in accordance with the Agreement. 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.

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).
• “Covered Interconnect” is an AWS Interconnect under your AWS account, properly configured to access an Endpoint.
• “Downtime” is the total accumulated minutes during a billing month during which your Interconnect is Unavailable.
• “Endpoint” is an AWS service private endpoint for which a Covered Interconnect has been provisioned and configured for access. The Endpoint must be deployed in two or more Availability Zones.
• “Maximum Uptime” is the total number of minutes that an Interconnect is deployed during a monthly billing cycle.
• “Monthly Uptime Percentage” for a Covered Interconnect in a given billing month is calculated as Maximum Uptime less Downtime divided by Maximum Uptime for the Covered Interconnect. Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (Maximum Uptime - Downtime) / Maximum Uptime
• “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Unavailable” or “Unavailability” means (i) for a given Covered Interconnect, the complete inability to send data to or receive data from the associated Endpoint through the Covered Interconnect for at least 120 consecutive seconds.