Amazon IoT TwinMaker - Service Level Agreement for Amazon Web Services (Beijing Region)
Last Updated: Jan 15, 2024
This Amazon IoT TwinMaker Service Level Agreement for Amazon Web Services (Beijing Region) (“SLA”) is a policy governing the use of Amazon IoT TwinMaker 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. This SLA applies separately to each account using Amazon IoT TwinMaker. 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.
We will use commercially reasonable efforts to make Amazon IoT TwinMaker available with a Monthly Uptime Percentage set forth in the table below during any monthly billing cycle (the “Service Commitment”). In the event Amazon IoT TwinMaker 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 TwinMaker 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 total charges paid by you for Amazon IoT TwinMaker for the monthly billing cycle in which the Service Commitment was not met, in accordance with the schedule below:
Monthly Uptime Percentage
Service Credit Percentage
Less than 99.9% but greater than or equal to 99.0%
Less than 99.0% but greater than or equal to 95.0%
Less than 95.0%
We will apply any Service Credits only against future Amazon IoT TwinMaker 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 TwinMaker is the receipt of Service Credits (if eligible) in accordance with the terms of this SLA.
Credit Request and Payment Procedures
To receive Service Credits, 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 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 IoT TwinMaker SLA Exclusions
The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon IoT TwinMaker, or any other Amazon IoT TwinMaker 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 TwinMaker; (ii) that result from any actions or inactions by you or any third party; (iii) that result from you not following the guidelines and best practices described in the Amazon IoT TwinMaker Documentation on the Amazon Web Services China Site; (iv) 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 (v) arising from our suspension or termination of your right to use Amazon IoT TwinMaker in accordance with the Agreement (collectively, the “Amazon IoT TwinMaker 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 IoT TwinMaker that do not fail with Errors. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
- An “Error” is any Request that returns a 500 or 503 error code.
- Monthly Uptime Percentage” 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 IoT TwinMaker SLA Exclusions.
- “Request” is an invocation of any of the Amazon IoT TwinMaker APIs that are documented in the Amazon IoT TwinMaker API Reference on the Amazon Web Services China site.
- A “Service Credit” is a Renminbi credit, calculated as set forth above, that we may credit back to an eligible account.