Amazon S3 Replication Time Control Feature Service Level Agreement

This Amazon S3 Replication Time Control Feature Service Level Agreement (“SLA”) is a policy governing the use of the Amazon S3 Replication Time Control Feature (“RTC Feature”) and applies separately to each region pair per account. 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 will use commercially reasonable efforts to make the RTC Feature meet a Monthly 15-minute Replication Percentage for each region pair per account, as described below, during any monthly billing cycle (the “Feature Commitment”). In the event that the RTC Feature does not meet the Feature Commitment, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of RTC Feature charges including replication requests, inter-region data transfer, the RTC Feature fee, and destination S3 storage charges associated with any object affected for the billing cycle in which the Monthly 15-minute Replication Percentage fell within the ranges set forth in the table below.

“Monthly 15-minute Replication Percentage” is calculated by subtracting from 100% the percentage of the objects replicated by the RTC Feature that did not successfully complete replication within 15 minutes in each region pair per account during the monthly billing cycle in which the replication was initiated.

We will apply any Service Credits only against future payments otherwise due from you for the Amazon S3 Replication Time Control Feature. At our discretion, we may issue the Service Credit to the credit card you used to pay for the billing cycle in which the Amazon S3 Replication Time Control Feature did not meet the Feature Commitment. 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 AWS Agreement, your sole and exclusive remedy for any unavailability, non-performance, or other failure by us to provide the Amazon S3 Replication Time Control Feature is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

To receive a Service Credit, you must submit a claim by opening a case in the AWS Support Center. 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:

1. the words “SLA Credit Request” in the subject line;
2. the billing cycle and AWS region with respect to which you are claiming Service Credits together with the dates and times of each incident that you are claiming; and
3. your logs that document claimed incident(s) when the Amazon S3 Replication Time Control Feature did not meet the Feature Commitment (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly 15-minute Replication Percentage applicable to the month of such request is confirmed by us and is less than the applicable Feature Commitment, 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 logs and other information required will disqualify you from receiving a Service Credit.

The Service Commitment does not apply to any unavailability, suspension or termination of the RTC Feature, or any other RTC Feature 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 the RTC Feature; (ii) that result from any actions or inactions of you; (iii) that result from your equipment, software or other technology; (iv) related to the performance of Amazon S3 under the Amazon S3 Service Level Agreement in either the source or destination AWS region; (v) that result from you not following the Amazon S3 Replication Time Control best practices described in the Amazon S3 Developer Guide on the AWS Site; or (vi) arising from our suspension or termination of your right to use the RTC Feature in accordance with the AWS Agreement (collectively, the “RTC Feature SLA Exclusions”). If the Service Commitment is impacted by factors other than those used in our calculation of the Monthly 15-minute Replication Percentage, then we may issue a Service Credit considering such factors at our discretion.

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