HAQM WorkSpaces Service Level Agreement

Last Updated: May 6, 2022

This HAQM WorkSpaces Service Level Agreement (“SLA”) is a policy governing the use of HAQM WorkSpaces and applies separately to each account using HAQM WorkSpaces. In the event of a conflict between the terms of this SLA and the terms of the AWS Customer Agreement or other agreement with us governing your use of our Services (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.

AWS will use commercially reasonable efforts to make HAQM WorkSpaces available with a Monthly Uptime Percentage of at least 99.9% for each AWS Account in an AWS region during any monthly billing cycle (the "Service Commitment"). In the event HAQM WorkSpaces does not meet the Monthly Uptime Percentage commitment, you will be eligible to receive a Service Credit as described below.

Service Credits are calculated as a percentage of the charges paid by you for all HAQM WorkSpaces in the AWS region that did not meet the Monthly Uptime Percentage commitment in a billing cycle in accordance with the schedule below.

We will apply any Service Credits only against future HAQM WorkSpaces 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 HAQM WorkSpaces is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.

To receive a Service Credit, you must submit a claim by opening a case in the AWS 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:

1. the words "SLA Credit Request" in the subject line;
2. the dates and times of each Unavailability incident you are claiming;
   
3. the HAQM WorkSpaces IDs and the AWS region falling below the HAQM WorkSpaces SLA; and
   
4. 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.

The Service Commitment does not apply to any unavailability, suspension or termination of HAQM WorkSpaces, or any other HAQM WorkSpaces 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 HAQM WorkSpaces; (ii) that result from any actions or inactions from you; (iii) that result from failure to follow the guidelines or exceeding the limitations described in the HAQM WorkSpaces Documentation on the AWS Site; (iv) that result from WorkSpaces in an Inoperable state; (v) that result from failures prior to or during authentication to the HAQM WorkSpaces service; (vi) that result from client application (non-server) failures; (vii) that result from your equipment, software or other technology; and (viii) arising from our suspension or termination of your right to use HAQM WorkSpaces in accordance with the Agreement (collectively, the "HAQM WorkSpaces 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.

• “Available” means that a WorkSpace was not “Unavailable” during a 1 minute interval.
  
• "Monthly Uptime Percentage” for a given AWS Account in an AWS region is calculated by the average percentage of all Available WorkSpaces for the AWS Account in the AWS region (availability measured in 1 minute intervals) during the monthly billing cycle. Each HAQM WorkSpace is assumed to be 100% Available if there were no connection attempts during a 1 minute interval. Monthly Uptime Percentage measurements exclude unavailability resulting directly or indirectly from any HAQM WorkSpaces SLA Exclusion.
  
• A "Service Credit" is a dollar credit, calculated as set forth above, that we may credit back to an eligible account for WorkSpaces in the AWS region which falls below the Monthly Uptime Percentage.
  
• “Unavailable” means that all connection events for a WorkSpace were unsuccessful during a 1 minute interval.