Amazon Neptune Service Level Agreement

Single DB Instance and Single-AZ Graph SLA
AWS will use commercially reasonable efforts to make each Single DB Instance and Single-AZ Graph available with a Single DB Instance and Single-AZ Graph Uptime Percentage, as shown in the table below, during any monthly billing cycle (the "Single DB Instance and Single-AZ Graph SLA"):

Service Credits

Service Credits are calculated as a percentage of the charges paid by you for the Multi-AZ DB Instances, Multi-AZ DB Clusters or Multi-AZ Graphs that did not meet the Multi-AZ DB Instance, Multi-AZ DB Cluster and Multi-AZ Graph SLA, as applicable; or for the Single DB Instances and Single-AZ Graph instances that did not meet the Single DB Instance and Single-AZ Graph SLA in the affected AWS region for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future Neptune payments otherwise due from you. At our discretion, we may issue the Service Credit to the credit 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 AWS. A Service Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). 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 Neptune 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 will need to submit a claim by opening a case in the AWS Support Center. Your 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 for the applicable SLA:
i. the words "Amazon Neptune SLA Credit Request " in the subject line;
ii. the dates and times of each Unavailability incident you are claiming;
iii. the DB instance/cluster/graph identifiers and the AWS regions of the affected Single DB Instance, Single-AZ Graph, Multi-AZ DB Instances, Multi-AZ DB Clusters or Multi-AZ Graphs; 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 a claim under the applicable SLA is confirmed by us, 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 requested and other information as required above will disqualify you from receiving a Service Credit.

Neptune SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Neptune, or any other Neptune performance issues, directly or indirectly: (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 Neptune; (ii) that result from any voluntary actions or inactions from you; (iii) that result from nodes belonging to burstable general-purpose instances; (iv) that result from you not following the best practices described in the Neptune User Guide; (v) that result in long recovery time due to insufficient IO capacity for your database workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use Neptune in accordance with the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage or Single DB Instance and Single-AZ Graph Uptime Percentage calculation, then we may issue a Service Credit considering such factors at our discretion.

Definitions

• “Availability Zone” means an isolated location within an AWS region identified by a letter identifier following the AWS region code (e.g., us-west-1a).
  
• “Single DB Instance and Single-AZ Graph Uptime Percentage” for a given Single DB Instance or Single-AZ Graph is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Single DB Instance or Single-AZ Graph was "Unavailable." If you have been running that Single DB Instance or Single-AZ Graph for only part of the month, your Single DB Instance or Single-AZ Graph is assumed to be 100% available for the portion of the month that it was not running.
  
• "Monthly Uptime Percentage" for a given Multi-AZ DB Instance, Multi-AZ DB Cluster or Multi-AZ Graph is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Multi-AZ DB Instance, Multi-AZ DB Cluster or Multi-AZ Graph was "Unavailable." If you have been running that Multi-AZ DB Instance, Multi-AZ DB Cluster or Multi-AZ Graph for only part of the month, your Multi-AZ DB Instance, Multi-AZ DB Cluster or Multi-AZ Graph is assumed to be 100% available for the portion of the month that it was not running.
  
• “Multi-AZ DB Instance” means a Neptune database instance with the Multi-AZ deployment option selected.
  
• “Multi-AZ Graph” means a Neptune Analytics graph with at least one replica in another AZ.
  
• “Multi-AZ DB Cluster” means a Neptune cluster consisting of two or more Neptune instances in two or more AWS Availability Zones.
  
• “Single DB Instance” means a Neptune database instance in which the user has selected the “No” option for Multi-AZ Deployment.
  
• “Single-AZ Graph” means a Neptune Analytics graph in which the user has selected “0” replicas in other AZs.
  
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account.
  
• "Unavailable" and “Unavailability” mean that all connection requests to the applicable running Single DB Instance, Single-AZ Graph, Multi-AZ DB Instance, Multi-AZ DB Cluster or Multi-AZ Graph endpoint fail during a 1 minute interval.