Amazon MemoryDB for Redis Service Level Agreement for Amazon Web Services (Beijing Region)

Last Updated: February 10, 2022

This Amazon MemoryDB for Redis Service Level Agreement for Amazon Web Services (Beijing Region) (“SLA”) is a policy governing the use of Amazon MemoryDB for Redis (“MemoryDB”) under the terms of the Sinnet Customer Agreement for Amazon Web Services (Beijing Region) (available at https://www.amazonaws.cn/agreement/beijing and as updated from time to time, collectively with other agreements 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 MemoryDB. In the event of a conflict between the terms of this SLA and 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 Multi-AZ Configurations available with the Monthly Uptime Percentages set forth in the table below, during any monthly billing cycle (the "Service Commitment"). In the event a Multi-AZ Configuration 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 MemoryDB 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 the affected Multi-AZ Configuration in the Amazon Web Services China (Beijing) region 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%

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 MemoryDB 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 MemoryDB 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:

(i) the words “SLA Credit Request” in the subject line;

(ii) the dates and times of the affected Multi-AZ Configuration resource ID(s) for each Unavailability incident that you are claiming; and

(iii) the Shard Names (if applicable) and the Cluster Names of the affected Multi-AZ Configuration; and

(iv) 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. 

MemoryDB SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of MemoryDB, or any other MemoryDB 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 MemoryDB; (ii) that result from any actions or inactions by you or any third party; (iii) that result from nodes belonging to burstable general-purpose instances; (iv) that result from you not following the guidelines and best practices described in the MemoryDB Documentation on the Amazon Web Services China Site; (v) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable MemoryDB node; (vi) that result in long recovery time due to insufficient IO capacity for your database workload; (vii) 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); (viii) that result from any maintenance as provided for pursuant to the Agreement; or (ix) arising from our suspension or termination of your right to use MemoryDB in accordance with the Agreement, (collectively, the “MemoryDB 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.

Definitions

  • "Monthly Uptime Percentage" for a given Multi-AZ Configuration is calculated as the average across the Multi-AZ Configuration’s shards of the following calculation for each such shard: 100% minus the percentage of 1 minute intervals during the monthly billing cycle in which the shard was Unavailable. If you have been running the Multi-AZ Configuration for only part of the month, the Multi-AZ Configuration 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 MemoryDB SLA Exclusions.
  • "Multi-AZ Configuration" means a MemoryDB cluster configured with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
  • A "Service Credit" is a Renminbi credit, calculated as set forth above, that we may credit back to an eligible account.
  • "Unavailable" and “Unavailability” mean, with respect to a shard running in a Multi-AZ Configuration that all connection requests to the primary node of the shard fail during a 1-minute interval.