Amazon DocumentDB (with MongoDB compatibility) Service Level Agreement for Amazon Web Services (Beijing Region)
Last Updated: Apr 14, 2022
We will use commercially reasonable efforts to make Amazon DocumentDB Clusters available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the "Service Commitment"). In the event Amazon DocumentDB does not meet the Service Commitment, 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 DocumentDB from Amazon Web Services China (Beijing) 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 charges paid by you for the Amazon DocumentDB Clusters that did not meet the Service Commitment in a billing cycle in accordance with the schedule below.
|Monthly Uptime Percentage||Service Credit Percentage|
|Less than 99.9% but greater than or equal to 99.0%||10%|
|Less than 99.0% but greater than or equal to 95.0%||25%|
|Less than 95.0%||100%|
We will apply any Service Credits only against future Amazon DocumentDB 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 or non-performance or other failure by us to provide Amazon DocumentDB 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 Amazon Web Services 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:
- the words “SLA Credit Request” in the subject line;
- the dates and times of each Unavailability incident you are claiming;
- the Amazon DocumentDB Cluster IDs and the Amazon Web Services regions of the affected Amazon DocumentDB Clusters; and
- your request logs that document the errors and corroborate your claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).
If the Monthly Uptime Percentage of such request is confirmed by us and is less than the Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which the request occurred. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.
Amazon DocumentDB SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension or termination of Amazon DocumentDB, or any other Amazon DocumentDB 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 Amazon DocumentDB; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from you not following the basic operational guidelines described in the Amazon DocumentDB User Guide; (iv) that result in long recovery time due to insufficient IO capacity for your database workload; (v) that result from your equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (vi) arising from our suspension or termination of your right to use Amazon DocumentDB in accordance with the Agreement (collectively, the "Amazon DocumentDB SLA Exclusions").
If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.
- "Monthly Uptime Percentage" for a given Amazon DocumentDB Cluster is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Amazon DocumentDB Cluster was Unavailable. If you have been running that Amazon DocumentDB Cluster for only part of the month, your Amazon DocumentDB Cluster is assumed to be 100% available for the portion of the month that it was not running. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon DocumentDB SLA Exclusions.
- “Unavailable” and “Unavailability” mean that all connection requests to all instances in the Amazon DocumentDB Cluster fail during a 1 minute interval.
- A "Service Credit" is a Renminbi credit, calculated as set forth above, that we may credit back to an eligible account.
- An “Amazon DocumentDB Cluster" consists of a storage volume and two or more Amazon DocumentDB instances in two or more Amazon Web Services availability zones within the Amazon Web Services China (Beijing) region.