Amazon DocumentDB (with MongoDB compatibility) Service Level Agreement

This Service Level Agreement ("SLA") is a policy governing the use of Amazon DocumentDB (with MongoDB compatibility) ("Amazon DocumentDB") and applies separately to each account using Amazon DocumentDB. 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.

AWS makes two SLA commitments for Amazon DocumentDB: (1) a Multi-AZ SLA that governs each Amazon DocumentDB cluster deployed across two or more AZs; and (2) a Single-AZ SLA that governs each Amazon DocumentDB cluster that is deployed to one AZ.

Multi-AZ SLA
When an Amazon DocumentDB 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 DocumentDB 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").Service Credits

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 are calculated as a percentage of the charges paid by you for Amazon DocumentDB clusters for the monthly billing cycle in which the applicable SLA was not met. We will apply any Service Credits only against future Amazon DocumentDB payments otherwise due from you. At our discretion, we may issue the Service Credit to the bankcredit 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 DocumentDB is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

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 SLA and the Single-AZ SLA for a particular Amazon DocumentDB cluster deployment. To be eligible, the credit request must be received by us by the end of the second billing cycle after which the incident occurred and must include:

i. the words "Amazon DocumentDB SLA Credit Request" in the subject line;
ii. the the dates and times of each Unavailability incident you are claiming;
iii. the Amazon DocumentDB ClusterDocumentDB cluster IDs and the AWS region(s) of the affected Multi-AZ or Single-AZ Amazon DocumentDB ClusterDocumentDB 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 the Monthly Monthly Uptime Percentage or Single-AZ Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, 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.

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon DocumentDB, or any other Amazon DocumentDB performance issues: (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 DocumentDB; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the basic operational guidelines described in the Amazon DocumentDB Developer Guide; (iv) that result in long recovery time due to insufficient IO capacity for your database workload; (v) that result from your equipment, software or other technology; or (vi) arising from our suspension or termination of your right to use Amazon DocumentDB in accordance with the Agreement (collectively, the "Amazon DocumentDB SLA Exclusions").

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

• “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. Multi-AZ Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon DocumentDB SLA Exclusions.

• “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. Single-AZ Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon DocumentDB SLA Exclusions.

• “Multi-AZ Cluster” means an Amazon DocumentDB cluster that includes instances in at least two availability zones.

• “Single-AZ Cluster” means an Amazon DocumentDB cluster that limits all instances in the Amazon DocumentDB cluster to a common Availability Zone.

• "Unavailable" and “Unavailability” mean that all connection requests to all instances in the Amazon DocumentDB cluster fail during a 1-minute interval.
  
  
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.