Downtime, outages, or other service-level failures due to maintenance are not included in the measurement of downtime or response times. ”Maintenance” means: (a) AWS Maintenance as defined in aws SLAs; (b) planned maintenance of ClearDATA, announced at least 5 working days in advance and performed in the ClearDATA maintenance window, currently midnight until 4:00 a.m.m U.S. Central Time.m; c) maintenance of your configuration that you request and that we plan with you in advance (on a case-by-case basis or on the basis of constant instructions), such as.B. hardware or software upgrades; or (d) unplanned critical maintenance necessary for the security or performance of your configuration or our network. aws.amazon.com/ec2/sla/ aws.amazon.com/s3/sla/ aws.amazon.com/rds/sla/ aws.amazon.com/route53/sla/ aws.amazon.com/lambda/sla/ aws.amazon.com/api-gateway/sla/ aws.amazon.com/efs/sla/ All S3 services have a guaranteed availability of 99.9%, with the exception of the following services, which are guaranteed for 99% availability: It is also important to ensure that your application infrastructure is observable – if you have If you can`t detect service outages, you can`t make a claim against the SLA, so you may run out of credits. You need to be able to back up your claim with log files – so make sure you know where to get them! AWS offers service credits for non-compliance with the Uptime SLA, but it`s important to note that these aren`t applied automatically. To receive service credits in the event of downtime, AWS customers must apply for credit by opening a file in the AWS Support Center with the words ”SLA Credit Request” in the subject line and providing details about the dates and times of the outage(s) for which you are claiming credit. with logs and resource IDs for the affected services. If service credits are available for the outage, they are usually applied as a credit to future invoices for the same service. In this article, we`ll look at the SLAs of some of the most commonly used AWS services, including EC2, RDS, EBS, ECS, Fargate, and S3, to give you an idea of what`s on offer, but it`s just a guide and shouldn`t be considered a substitute for reading the actual SLAs for the services you want to use. The examples presented result in an expected availability of 99.80% to 99.92% depending on the services concerned.
This Amazon Compute Service Level Agreement (this ”SLA”) is a policy that governs the use of the Included Services (listed below) and applies separately to each account that uses the Included Services. In the event of any conflict between the terms of this SLA and the terms of the AWS Customer Agreement or any other agreement with us that governs your use of our Services (the ”Agreement”), the terms of this SLA shall prevail, but only to the extent such conflict is in effect. Capitalized terms used herein but not defined herein shall have the meanings set forth in the Agreement. 5.3 Capacity. You are not entitled to an unavailability credit due to capacity limitations inherent in the services you have chosen. ClearDATA will provide monitoring services and the ability to add capacity as agreed in the order. The service credits available for S3 services (except those listed above) are as follows: The availability SLA varies by type of S3 service and the guaranteed uptime ranges from 99.9% to 99%. AWS provides all the tools and services you need to build a resilient, highly available, and highly secure cloud infrastructure, but it`s up to you as a customer to ensure that best practices are followed, that you adhere to AWS Well Architected principles, and that you fulfill your responsibilities under the aws model of shared responsibility: Cloud infrastructure consists of compute, Amazon Web Services (”AWS”) Storage, Database, and Network Services. ClearDATA does not independently guarantee the performance of the AWS Cloud infrastructure, but agrees that ClearDATA will pass the credit to you if AWS ClearDATA issues a service credit under an AWS Service Level Agreement applicable to your services.
From the effective date, you can find the corresponding AWS SLAs at: AWS Support response times are separate from each service availability SLA. Response times vary between the 3 aws support plans available: developers, enterprises, and enterprises. For ease of comparison, I`ve listed the available response times and associated support fees in the table below. Don`t expect a 15-minute support response if you`re only paying for a sales support plan! In my experience, AWS support is both fast and efficient. Additional AWS SLAs may be added to this Agreement as soon as they are published by AWS. For EC2 (and related services), the available credits are as follows: Typically, each SLA covers a service deployed in multiple Availability Zones within a region. 5.5 Your breach of the Agreement. You will not be entitled to a credit if you breach your Cloud Service Agreement (including your payment obligations to us) at the time the event that led to the credit occurred. You will not be entitled to a credit if the event that led to the credit would not have occurred without your violation of the Cloud Service Agreement. For all RDS instances hosted in multiple Availability Zones (with the Multi AZ setting set to True), Amazon guarantees 99.5% availability in each monthly billing cycle. This allows for downtime of up to 3.65 hours per month. For applications that cannot tolerate this level of downtime, customers should consider hosting their databases in multiple regions or using another database service, such as Amazon Aurora, which has an SLA with 99.99% availability.
5.7 Services Not Supported. You are not entitled to a credit note if the event that led to the credit note did not occur, if the use of an ”unsupported” service item within the meaning of the service agreement between us did not occur. In this case, we must multiply the availability target of each service. The following figure shows an example of a typical Web application running on EC2. So, here are some important things to watch out for and keep in mind when trying to understand Amazon Web Services service level agreements. The most important advice I would give is not to rely on service level agreements to ensure the availability of your applications. The SLA provides guidance on the levels of availability you can expect, but the service credits offered, assuming you remember to use them, are unlikely to do much to compensate for your application downtime and the likely business consequences in terms of lost productivity or perhaps even lost revenue. The service level commitment and credit specified in this Section 3 applies only to fully redundant environments in multiple Availability Zones. The remedies provided in this SLA are your sole and exclusive remedy for damages resulting from ClearDATA`s breach of a service level for which credit is provided. The service level agreement for Amazon EC2 covers several compute services, including: 5.6 Disabling or removing monitoring or security services, interfering with services. You must notify us in advance if you intend to disable, block or remove any monitoring or security elements from your Services. We will not give you credit for events that occur on the Services that you have modified without our consent.
*For the purposes of this SLA, Amazon EC2 includes all Amazon Elastic Graphics, Amazon Elastic Inference, and Elastic IP Address resources purchased with the corresponding Amazon EC2 instances. 5.8 Logical Access. The SLA depends on ClearDATA`s full logical access to your configuration. No credit will be due if the credit had not been accumulated, if you had not restricted our logical access to your configuration. . It`s also important to distinguish between two different definitions of availability: If all this sounds a bit intimidating, Logicata is here to help and advise you. Call one of our AWS experts to discuss your specific situation ?. . .
• ”Availability Zone” and ”AZ”, an isolated location within an AWS Region identified by a letter identifier after the AWS Region Code (by .B.us-west-1a). • The ”hourly availability percentage” is calculated by subtracting the 100% percentage of minutes allocated during each hour when a single EC2 instance was in an unavailable state. Hourly availability percentages exclude downtime resulting directly or indirectly from an Amazon Compute sla exclusion • The ”monthly uptime percentage” is calculated by subtracting from 100% the percentage of minutes in the month in which any of the included services may have been in a state of unavailability. Monthly measures of the percentage of availability exclude downtime directly or indirectly from Amazon. . 5. Exclusions and Limitations of Credits. The following restrictions apply notwithstanding the foregoing. 1.1 Requests for Assistance. ClearDATA live support is available 24/7 year-round.
You can request assistance by opening a support ticket in the customer portal or by calling ClearDATA Support at (512) 640-0903 or (844) 265-9625. • A ”Service Balance” is a dollar balance, calculated as set forth above, that we may credit to an Eligible Account. Less than 99.99%, but equal to or greater than 99.0% We will use commercially reasonable efforts to provide the Included Services at a monthly availability percentage of at least 99.99%, each during a monthly billing cycle (the ”Service Commitment”). In the event that any of the included services do not comply with the service obligation, you are entitled to a service credit as described below….