This Amazon Bedrock AgentCore Service Level Agreement (“this SLA”) is a policy governing the use of Amazon Bedrock AgentCore under the terms of the Western Cloud Data Customer Agreement for Amazon Web Services (Ningxia Region) (available at https://www.amazonaws.cn/agreement/ningxia  and as updated from time to time, collectively with other agreements with us governing your use of our Services, the “Agreement”) between Ningxia Western Cloud Data Technology Co. Ltd. (“Western Cloud Data”, “us” or “we”) and you. This SLA applies separately to each account using Amazon Bedrock AgentCore. In the event of a conflict between the terms of this SLA and the terms of the Agreement, the terms and conditions of this SLA apply, but only to the extent of such conflict. Capitalized terms used in this SLA but not defined shall have the meanings set forth in the Agreement.

We will use commercially reasonable efforts to make Amazon Bedrock AgentCore for the Amazon Web Services China (Ningxia) region available as shown in the table during any monthly billing cycle (the “Amazon Bedrock AgentCore SLA”). In the event Amazon Bedrock AgentCore does not meet the Amazon Bedrock AgentCore SLA, you will be eligible to receive a Service Credit as described below.

The Service Commitment and Service Credits provided to you under this SLA will be provided to you only in connection with your use of Amazon Bedrock AgentCore from Amazon Web Services China (Ningxia) region. This SLA does not authorize you to receive any Service Commitment or Service Credits from any other Amazon Web Services regions.

Service Credits are calculated as a percentage of the total charges paid by you for Amazon Bedrock AgentCore in the Amazon Web Services China (Ningxia) region for the monthly billing cycle in which the SLA was not met.

We will apply any Service Credits only against future Amazon Bedrock AgentCore payments otherwise due from you. At our discretion, we may issue the Service Credit to the bank 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 us. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one Renminbi (¥1 Renminbi). 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 Amazon Bedrock AgentCore 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 Amazon Web Services Support Center. Your credit 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:

1. the words “Amazon Bedrock AgentCore SLA Credit Request – Claim” in the subject line;
2. the dates and times of each Unavailability incident that you are claiming;
3. the resource IDs for Amazon Bedrock AgentCore; and
4. your request logs and any other information that document the errors and corroborate your claimed outage.

Please replace any confidential or sensitive information with asterisks.

If we confirm you have a valid claim under the applicable SLA, 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 request and other information as required above will disqualify you from receiving a Service Credit.

The SLA does not apply to any unavailability, suspension, or termination of Amazon Bedrock AgentCore, or any other Amazon Bedrock AgentCore performance issues:

1. 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 Bedrock AgentCore;
2. that result from any actions or inactions by you (e.g., scaling of provisioned throughput, VPC configurations or credential settings, disabling encryption keys or making the encryption keys inaccessible, etc.);
3. that result from you not following the guidelines and best practices described in the Amazon Bedrock AgentCore technical documentation on the Amazon Web Services China Site;
4. that result from your equipment, software or other technology; or
5. arising from our suspension or termination of your right to use Amazon Bedrock AgentCore in accordance with the Agreement (collectively, the “Amazon Bedrock AgentCore SLA Exclusions”).

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

“Availability” is calculated for each 5-minute interval as the percentage of Requests processed by Amazon Bedrock AgentCore that do not fail with Errors and relate solely to the Amazon Bedrock AgentCore APIs. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.

“Error” is any Request that returns a 500 or 503 error code.

“Monthly Uptime Percentage” for the Amazon Web Services China (Ningxia) 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 Amazon Bedrock AgentCore SLA Exclusions.

“Request” means an invocation of Amazon Bedrock AgentCore by directly calling any of the Amazon Bedrock AgentCore APIs.

“Service Credit” means a Renminbi credit, calculated as set forth above, that we may credit back to an eligible account.

“Unavailability” means a period in which Amazon Bedrock AgentCore returns Errors for all Requests in a given 5-minute interval.