Last Updated: May 20, 2024

This Amazon DynamoDB Accelerator Service Level Agreement ("SLA") is a policy governing the use of Amazon DynamoDB Accelerator ("DAX") and applies separately to each account using DAX. In the event of a conflict between 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 DAX: (1) a Multi-AZ DAX Cluster SLA; and (2) a Single-AZ DAX Cluster SLA.

Multi-AZ DAX Cluster SLA

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

AWS will use commercially reasonable efforts to make each Single-AZ DAX Cluster available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the “Single-AZ DAX Cluster SLA”).

Single-AZ Uptime Percentage	Service Credit Percentage
Less than 99.5% 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 DAX for the monthly billing cycle in which the applicable SLA was not met.

We will apply any Service Credits only against future DAX payments otherwise due from you. At our discretion, we may issue the Service Credits to the credit card you used to pay for the billing cycle in which the lack of Availability occurred. Service Credits will not entitle you to any refund or other payment from AWS. Service Credits 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 lack of Availability or non-performance or other failure by us to provide DAX is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.

Credit Request and Payment Procedures

To receive Service Credits, 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 DAX Cluster SLA and the Single-AZ DAX Cluster SLA. 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 "SLA Credit Request" in the subject line;

ii. the billing cycle and AWS regions with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage or Single-AZ Uptime Percentage, as applicable, for that AWS region for the billing cycle, and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability in that AWS region throughout the billing cycle;

iii. your Request logs that document the Errors for 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 Credits to you within one billing cycle following the month in which the credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

DAX SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of DAX, or any other DAX 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 DAX; (ii) that result from any voluntary actions or inactions from you; (iii)  that result from you not following the best practices described in the Developer Guide on the AWS Site; (iv) that result in long recovery time due to insufficient provisioned capacity; (v) that result from your equipment, software or other technology; or (vi) arising from our suspension and termination of your right to use DAX in accordance with the Agreement (collectively, the “DAX 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

• A "Request" is a customer-initiated action of a type specifically listed as being supported by DAX in the DAX API Reference Documentation on the AWS Site, and other documented requests handled by DAX, including those described on the How DAX Processes Requests page of the AWS Site.
• An "Error" is any Request that returns a 500 or 503 error code, as described in Common Errors on the AWS Site.
• Availability" is calculated for each 5-minute interval as the percentage of Requests processed by DAX that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
• “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 AWS region is calculated as the average of the Availability for all 5-minute intervals in a monthly billing cycle. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any DAX SLA Exclusions.
• "Multi-AZ DAX Cluster" means a DAX cluster that is deployed in at least three separate Availability Zones within the same AWS region.
• "Single-AZ DAX Cluster" means a DAX cluster that is deployed in a single Availability Zone within an AWS region.
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• “Single-AZ Uptime Percentage” for a given Single-AZ DAX Cluster is calculated by subtracting from 100% the percentage of 5-minute intervals during the monthly billing cycle in which the Single-AZ DAX Cluster was not Available. If you have been running that Single-AZ DAX Cluster for only part of the month, your Single-AZ DAX Cluster is assumed to be 100% available for the portion of the month that it was not running.