Amazon RDS Service Level Agreement

This Amazon RDS Service Level Agreement (“SLA”) is a policy governing the use of Amazon Relational Database Service (“Amazon RDS”) and applies separately to each account using Amazon RDS. 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 RDS: (1) a Multi-AZ DB Instance and Multi-AZ DB Cluster SLA, and (2) a Single-DB Instance SLA.

Multi-AZ DB Instance and Multi-AZ DB Cluster SLA
AWS will use commercially reasonable efforts to make each Multi-AZ DB Instance and each Multi-AZ DB Cluster available with a Monthly Uptime Percentage as shown in the table below during any monthly billing cycle (the "Multi-AZ DB Instance and Multi-AZ DB Cluster SLA").

Single-DB Instance SLA
AWS will use commercially reasonable efforts to make each Single-DB Instance available with an Instance-Level Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-DB Instance SLA").

Service Credits

Service Credits are calculated as a percentage of the charges paid by you for the Multi-AZ DB Instances or Multi-AZ DB Clusters that did not meet the Multi-AZ DB Instance and Multi-AZ DB Cluster SLA, as applicable; or for the Single-DB Instances that did not meet the Single-DB Instance SLA in the affected AWS region for the monthly billing cycle in which the SLA, as applicable, was not met.

 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 may not combine or stack claims under the Multi-AZ DB Instance and Multi-AZ DB Cluster SLA, and the Single-DB Instance SLA. 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 DB Instance and Multi-AZ DB Cluster SLA, or Single-DB Instance SLA, as applicable:

i. the words "Amazon RDS SLA Credit Request – Multi-AZ Claim", or "Amazon RDS SLA Credit Request – Single-DB Claim", as applicable, in the subject line;

ii. the dates and times of each Unavailability incident you are claiming;

iii. the DB Instance IDs and the AWS regions of the affected Multi-AZ DB Instances, Multi-AZ DB Clusters, or Single-DB Instances; 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 requested and other information as required above will disqualify you from receiving a Service Credit.

 Amazon RDS SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of Amazon RDS, or any other Amazon RDS 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 RDS; (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 RDS User Guide (e.g., overloading a database instance to the point it is inoperable, creating excessively large number of tables that significantly increase the recovery time etc.); (v) caused by underlying database engine software that lead 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 and termination of your right to use Amazon RDS in accordance with the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage or Instance-Level Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

 Definitions

• “Instance-Level Uptime Percentage” for a given Single-DB Instance is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Single-DB Instance was "Unavailable". If you have been running that Single-DB Instance for only part of the month, your Single-DB Instance is assumed to be 100% available for the portion of the month that it was not running.
• "Monthly Uptime Percentage" for a given Multi-AZ DB Instance or Multi-AZ DB Cluster is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Multi-AZ DB Instance or Multi-AZ DB Cluster was "Unavailable". If you have been running that Multi-AZ DB Instance or Multi-AZ DB Cluster for only part of the month, your Multi-AZ DB Instance or Multi-AZ DB Cluster is assumed to be 100% available for the portion of the month that it was not running.
• "Multi-AZ DB Instance" means an Amazon RDS for PostgreSQL, MySQL, MariaDB, SQL Server, Oracle, or Db2 database instance with the Multi-AZ DB Instance deployment option selected.
• "Multi-AZ DB Cluster" means an Amazon RDS for MySQL or PostgreSQL database cluster with the Multi-AZ DB Cluster deployment option selected.
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• "Single-DB Instance" means an Amazon RDS for PostgreSQL, MySQL, MariaDB, SQL Server, Oracle, or Db2 database instance with the Single-DB Instance deployment option selected.
• "Unavailable" and "Unavailability" mean that all connection requests to the applicable running Multi-AZ DB Instance, Multi-AZ DB Cluster, or Single-DB Instance, fail during a 1 minute interval.