Amazon IoT Analytics Service Level Agreement for Amazon Web Services (Beijing Region)

This Amazon IoT Analytics Service Level Agreement for Amazon Web Services (Beijing Region) (“SLA”) is a policy governing the use of Amazon IoT Analytics under the terms of Sinnet Customer Agreement for Amazon Web Services (Beijing Region) (available at https://www.amazonaws.cn/agreement/beijing and as updated from time to time, and collectively with other agreement with us governing your use of our Services, the “Agreement”) between Beijing Sinnet Technology Co., Ltd. ("Sinnet", "us" or "we") and you. The SLA applies separately to each account using Amazon IoT Analytics. 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 herein but not defined herein shall have the meanings set forth in the Agreement.

Service Commitment

We will use commercially reasonable efforts to make Amazon IoT Analytics available with a Monthly Uptime Percentage during any monthly billing cycle, of at least 99.9% (the “Service Commitment”). In the event Amazon IoT Analytics 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 IoT Analytics 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

Service Credits are calculated as a percentage of the total charges paid by you for Amazon IoT Analytics for the monthly billing cycle in which the Monthly Uptime Percentage fell within the ranges below:

We will apply any Service Credits only against future Amazon IoT Analytics payments otherwise due from you. At our discretion, we may issue the Service Credits 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. Service Credits 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 IoT Analytics is the receipt of Service Credits (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:
(i) the words “SLA credit request” in the subject line;
(ii) the billing cycle with respect to which you are claiming Service Credits, together with the Monthly Uptime Percentage for the billing cycle and the specific dates, times, and Availabilities for each 5-minute interval with less than 100% Availability throughout the billing cycle; and
(iii) your Request logs that document the errors for 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 credit 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 credit request occurred. Your failure to provide the credit request and other information as required above will disqualify you from receiving Service Credits.

Amazon IoT Analytics SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon IoT Analytics, or any other Amazon IoT Analytics 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 IoT Analytics; (ii) that result from any actions or inactions by you or any third party; (iii) 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); (iv) that result from you not following the guidelines and best practices described in the Amazon IoT Analytics Documentation on the Amazon Web Services China Site; or (v) arising from our suspension or termination of your right to use Amazon IoT Analytics in accordance with the Agreement (collectively, the “Amazon IoT Analytics 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.

Definitions

• “Error Rate” means: (i) the total number of internal server errors returned by Amazon IoT Analytics as error status “InternalFailure” or “ServiceUnavailable” divided by (ii) the total number of requests for the applicable request type during that five minute interval. We will calculate the Error Rate for each Amazon IoT Analytics account as a percentage for each five minute interval in the monthly billing cycle. The calculation of the number of internal server errors will not include errors that arise directly or indirectly as a result of any of the Amazon IoT Analytics SLA Exclusions.
• “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates from each five minute interval in the monthly billing cycle.
• A “Service Credit” is a Renminbi credit, calculated as set forth above, that we may credit back to an eligible account.