AWS Direct Connect Service Level Agreement

Single Connection SLA

AWS will use commercially reasonable efforts to make each Connection available with a Single Connection Uptime Percentage as shown in the table below during each monthly billing cycle (the “Single Connection SLA”)**:

** AWS does not recommend using any Deployment other than a Multi-Site Redundant Deployment or a Multi-Site Non-Redundant Deployment for production workloads

Service Credits

Service Credits are calculated as a percentage of the total AWS Direct Connect Port Hour charges paid by you for the applicable Connection(s) experiencing Unavailability for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future AWS Direct Connect 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 Direct Connect 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. You may not combine or stack claims under two or more AWS Direct Connect SLAs provided in this document. If a Connection is used for multiple Deployments and is Unavailable, such Unavailability may count toward only one Deployment for purposes of calculating Downtime. However, if a Connection is used as part of a Multi-Site Redundant Deployment or a Multi-Site Non-Redundant Deployment and is Unavailable, you may be eligible for the Single Connection SLA with respect to that Connection even if the Deployment itself is not Unavailable. 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-Site Redundant SLA, Multi-Site Non-Redundant SLA, and Non-Redundant SLA, as applicable:

1. the words “Direct Connect SLA Credit Request” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the affected Connection IDs and corresponding virtual interface 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 Direct Connect SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension, or termination of AWS Direct Connect, or any other AWS Direct Connect 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 Direct Connect; (ii) that result from any actions or inactions from you (e.g., misconfiguring security groups, VPC configurations or credential settings, disabling encryption keys, or making the encryption keys inaccessible); (iii) that result from your equipment, software, or other technology; (iv) that result from you not following the guidelines described in the AWS Direct Connect User Guide on the AWS Site; or (v) arising from our suspension or termination of your right to use AWS Direct Connect in accordance with the Agreement. If availability is impacted by factors other than those used in our Monthly Uptime Percentage or Non-Redundant Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

Furthermore, the SLAs do not apply to AWS Direct Connect services accessed via an AWS Partner Network (APN) Direct Connect Partner integration using either a hosted connection or hosted virtual interfaces. The SLAs apply to dedicated connections that you access via services provided by an APN Direct Connect Partner, provided such dedicated connections are owned by your AWS account.

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).
• “Connection” is an AWS Direct Connect dedicated connection under your AWS account. Ports that are joined as a link aggregation group count as a single Connection.
• “Deployment” is a set of one or more Connections configured to access the same Endpoint.
• “Downtime” is the total accumulated minutes during a billing month during which your Deployment or Connection, as applicable, is Unavailable.
  
• “Endpoint” is an AWS service private or public endpoint for which a virtual interface on a Connection has been provisioned and configured for full, independent access.
  
• "Maximum Uptime" is the total number of minutes that a Deployment or Connection, as applicable, is deployed during a monthly billing cycle.
• "Monthly Uptime Percentage" for a Multi-Site Redundant Deployment or a Multi-Site Non-Redundant Deployment in a given billing month is calculated as Maximum Uptime less Downtime divided by Maximum Uptime for the Deployment. Monthly Uptime Percentage is represented by the following formula:
  
  Monthly Uptime % = (Maximum Uptime - Downtime) / Maximum Uptime
  
  

• Multi-Site Non-Redundant Deployment is a Deployment that comprises at least two Connections deployed across a minimum of two different Direct Connect locations, each of which is configured to access the same Endpoint, where at least one of the Direct Connection locations is associated with the AWS Region in which the Endpoint is hosted and, with respect to private Endpoints, the Endpoint is deployed in two or more Availability Zones. You must have an Enterprise Support plan in place for any Multi-Site Non-Redundant Deployment.
• Multi-Site Redundant Deployment is a Deployment that comprises at least four Connections deployed across a minimum of two different Direct Connect locations, each of which is configured to access the same Endpoint, where no fewer than two Connections are deployed in each of the two Direct Connection locations, at least one of the Direct Connection locations is associated with the AWS Region in which the Endpoint is hosted, each Connection is on a unique AWS device, and, with respect to private Endpoints, the Endpoint is deployed in two or more Availability Zones. You must have an Enterprise Support plan in place for any Multi-Site Redundant Deployment and have completed a “Well-Architected Review” with an AWS Solutions Architect.
• “Service Credit” is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
• "Single Connection Uptime Percentage" for a Connection in a given billing month is calculated as Maximum Uptime less Downtime divided by Maximum Uptime for the Connection. Single Connection Uptime Percentage is represented by the following formula:
  
  Single Connection Uptime % = (Maximum Uptime - Downtime) / Maximum Uptime
  
  

•  “Unavailable” or “Unavailability” means (i) for a given Deployment, the complete inability to send data to or receive data from the associated Endpoint through all Connections in the Deployment for at least 120 consecutive seconds or (ii) for a given Connection, the complete inability to send data to or receive data from the associated Endpoint through the Connection for at least 120 consecutive seconds.
  
  The following table summarizes the minimum configuration requirements for each type of Deployment:
  

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