Amazon ElastiCache Service Level Agreement for Amazon Web Services (Ningxia Region)

Last Updated: November 22, 2024

This Amazon ElastiCache Service Level Agreement for Amazon Web Services (Ningxia Region) (“SLA”) is a policy governing the use of Amazon ElastiCache (“ElastiCache”) under the terms of the Western Cloud Data Customer Agreement for Amazon Web Services (Ningxia Region) (available at https://www.amazonaws.cn/agreement/ningxia and as updated from time to time, collectively with other agreement with us governing your use of our Services, the “Agreement”) between Ningxia Western Cloud Data Technology Co., Ltd. (“Western Cloud Data”, “us” or “we”) and you. This SLA applies separately to each account using ElastiCache. 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.

SLAs

We make five SLA commitments for ElastiCache: (1) an ElastiCache Serverless SLA, (2) a Multi-AZ ElastiCache SLA, (3) a Cross-AZ ElastiCache SLA, (4) a Previous Generation Multi-AZ ElastiCache SLA, and (5) a Single-AZ ElastiCache SLA.   These commitments and the Service Credits provided to you under this SLA will be provided to you only in connection with your use of ElastiCache from Amazon Web Services China (Ningxia) region. This SLA does not authorize you to receive any SLA or Service Credits from any other Amazon Web Services regions.

Serverless and Multi-AZ ElastiCache SLA
We will use commercially reasonable efforts to make each ElastiCache Serverless for Valkey Configuration, ElastiCache Serverless for Memcached Configuration, and ElastiCache Serverless for Redis OSS Configuration (collectively, “ElastiCache Serverless Configuration”), and each ElastiCache for Valkey and ElastiCache for Redis OSS Multi-AZ Configuration (collectively, “ElastiCache Multi-AZ Configuration”), available with a Monthly Uptime Percentage, as shown in the table below during any monthly billing cycle (each, as applicable, the “ElastiCache Serverless SLA” and/or “Multi-AZ ElastiCache SLA”).

Monthly Uptime Percentage	Service Credit Percentage
Less than 99.99% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 95.0%	25%
Less than 95.0%	100%

 

Cross-AZ ElastiCache SLA and Previous Generation Multi-AZ ElastiCache SLA
We will use commercially reasonable efforts to make each ElastiCache for Memcached Cross-AZ Configuration and ElastiCache for Redis OSS Previous Generation Multi-AZ Configuration available with a Cross-AZ and Previous Generation Multi-AZ Uptime Percentage, as applicable, as shown in the table below during any monthly billing cycle (each, as applicable, the “Cross-AZ ElastiCache SLA” and/or “Previous Generation Multi-AZ ElastiCache SLA”).

Cross-AZ and Previous Generation Multi-AZ Uptime Percentage	Service Credit Percentage
Less than 99.9% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 95.0%	25%
Less than 95.0%	100%

 

Single-AZ ElastiCache SLA
We will use commercially reasonable efforts to make each ElastiCache for Valkey Single-AZ Configuration, ElastiCache for Memcached Single-AZ Configuration, and ElastiCache for Redis OSS Single-AZ Configuration (collectively, “ElastiCache Single-AZ Configuration”), available with a Single-AZ Uptime Percentage as shown in the table below during any monthly billing cycle (the "Single-AZ ElastiCache SLA").

Single-AZ Uptime Percentage	Service Credit Percentage
Less than 99.5% but equal to or greater than 99.0%	10%
Less than 99.0% but equal to or greater than 95.0%	25%
Less than 95.0%	100%

 

Service Credits 

Service Credits are calculated as a percentage of the total charges paid by you for the ElastiCache Serverless Configuration, ElastiCache Multi-AZ Configuration, ElastiCache for Memcached Cross-AZ Configuration, ElastiCache for Redis OSS Previous Generation Multi-AZ Configuration, or ElastiCache Single-AZ Configuration, as applicable, in Amazon Web Services China (Ningxia) region for the monthly billing cycle in which the SLA, as applicable, was not met.

We will apply any Service Credits only against future ElastiCache 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 or non-performance or other failure by us to provide ElastiCache 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 Amazon Web Services Support Center.. You may not combine or stack claims under the ElastiCache Serverless SLA, Multi-AZ ElastiCache SLA, Cross-AZ ElastiCache SLA, Previous Generation Multi-AZ ElastiCache SLA, and/or the Single-AZ ElastiCache SLA for a particular ElastiCache deployment. 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 Serverless, Multi-AZ, Cross-AZ, Previous Generation Multi-AZ, or Single-AZ ElastiCache SLA, as applicable:

i. the words "ElastiCache SLA Credit Request" in the subject line;

ii. the dates and times of each Unavailability incident you are claiming;

iii. the Cache Names, Cluster Names, or Shard Names (if applicable);

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.

Amazon ElastiCache for Valkey SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the recommended caching strategies and best practices described in the ElastiCache for Valkey User Guide; (iv) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache for Valkey endpoint; (v) that result in long recovery time due to insufficient provisioned capacity for your in-memory workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement.

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

Amazon ElastiCache for Memcached SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the recommended caching strategies and best practices described in the ElastiCache User Guide; (iv) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache for Memcached endpoint; (v) that result in long recovery time due to insufficient provisioned capacity for your in-memory workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement.

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

Amazon ElastiCache for Redis OSS SLA Exclusions

The respective SLAs do not apply to any unavailability, suspension or termination of ElastiCache, or any other ElastiCache 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 ElastiCache; (ii) that result from any voluntary actions or inactions from you; (iii) that result from you not following the recommended caching strategies and best practices described in the ElastiCache User Guide; (iv) caused by underlying in-memory engine software that leads to repeated engine crashes or an inoperable ElastiCache for Redis OSS endpoint; (v) that result in long recovery time due to insufficient provisioned capacity for your in-memory workload; (vi) that result from your equipment, software or other technology; or (vii) arising from our suspension and termination of your right to use ElastiCache in accordance with the Agreement.

If availability is impacted by factors other than those explicitly used in our Monthly Uptime Percentage, Previous Generation Multi-AZ Uptime Percentage, or Single-AZ Uptime Percentage calculation, as applicable, then we may issue a Service Credit considering such factors at our discretion.

Definitions

• "Cross-AZ Configuration" means an ElastiCache for Memcached cluster that (a) is not a Serverless Configuration, and (b) is deployed in at least two separate Availability Zones (AZs) within Amazon Web Services China (Ningxia) region. .

• "Cross-AZ Uptime Percentage" for a given Cross-AZ Configuration is calculated as: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the cluster was "Unavailable". If you have been running that Cross-AZ Configuration for only part of the month, your Cross-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.

• “Error” means: 
  • with respect to ElastiCache Serverless for Valkey, any Request that returns a “-CLUSTERDOWN” or “-ERR internal error” message
  • with respect to ElastiCache Serverless for Memcached, any Request that returns a “SERVER_ERROR server temporarily unavailable” message.
  • with respect to ElastiCache Serverless for Redis OSS, any Request that returns a “-CLUSTERDOWN” or “-ERR internal error” message

• "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 that Multi-AZ Configuration for only part of the month, your Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.
  • for a given Serverless Configuration is calculated as 100% minus the average unavailability percentage of all 1-minute intervals in a monthly billing cycle, where the unavailability percentage for each 1-minute interval is calculated as the percentage of Requests made in that 1-minute interval that are Unavailable. If you did not make any Requests in a given 1-minute interval, the unavailability percentage for that interval is assumed to be 0%.

• “Multi-AZ Configuration” means  
  • with respect to ElastiCache for Valkey, an ElastiCache for Valkey cluster that (a) is not a Serverless Configuration, (b) is configured with automatic failover enabled, and (c) is configured with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
  • with respect to ElastiCache for Redis OSS, an ElastiCache for Redis OSS cluster that (a) is not a Serverless Configuration, and (b) is configured with Redis OSS version 6.2 and above and (x) (i) created on or after January 13, 2023, or (ii) with an engine service update released on or after January 13, 2023 applied, and (y) with the Multi-AZ setting enabled on the cluster.

• “Previous Generation Multi-AZ Configuration” means an ElastiCache for Redis OSS cluster that (a) is not a Serverless Configuration, and (b) is configured with any Redis OSS version and (x) with automatic failover enabled, and (y) with a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).

• “Previous Generation Multi-AZ Uptime Percentage” for a given Previous Generation Multi-AZ Configuration is calculated as the average across the Previous Generation 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 that Previous Generation Multi-AZ Configuration for only part of the month, your Previous Generation Multi-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.

• “Request” means: 
  • with respect to ElastiCache Serverless for Valkey, a customer-initiated Valkey command of a type specifically listed as being supported by ElastiCache Serverless for Valkey.
  • with respect to ElastiCache Serverless for Memcached, a customer-initiated Memcached command of a type specifically listed as being supported by ElastiCache Serverless for Memcached.
  • with respect to ElastiCache Serverless for Redis OSS, a customer-initiated Redis OSS command of a type specifically listed as being supported by ElastiCache Serverless for Redis OSS.

• “Serverless Configuration” means, with respect to ElastiCache Serverless for Valkey, ElastiCache Serverless for Memcached, and ElastiCache Serverless for Redis OSS, a cache created using (a) the option in the Amazon Web Services Console for creating a serverless configuration for ElastiCache, or (b) the “CreateServerlessCache” action using the Amazon Web Services API or CLI.

• A “Service Credit” is a Renminbi  credit, calculated as set forth above, that we may credit back to an eligible account.

• “Single-AZ Configuration” means: 
  • with respect to ElastiCache for Valkey, a cluster that (a) is not a Serverless Configuration, and (b) is configured (x) with automatic failover not enabled, or (y) without a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).
  • with respect to ElastiCache for Memcached, a cluster that (a) is not a Serverless Configuration, and (b) is deployed in a single Availability Zone (AZ) within the Amazon Web Services China (Ningxia) region.
  • with respect to ElastiCache for Redis OSS, a cluster that (a) is not a Serverless Configuration, and (b) is configured (x) with automatic failover not enabled, or (y) without a primary and replica set in each shard deployed in at least two separate Availability Zones (AZs).

• “Single-AZ Uptime Percentage” for a given Single-AZ Configuration is calculated as: 100% minus the percentage of 1-minute intervals during the monthly billing cycle in which the cluster was “Unavailable”. If you have been running that Single-AZ Configuration for only part of the month, your Single-AZ Configuration is assumed to be 100% available for the portion of the month that it was not running.

• “Unavailable” or “Unavailability” means: 
  • with respect to an ElastiCache for Valkey shard running in a Multi-AZ or Single-AZ Configuration, that all connection requests to the primary node of the shard fail during a 1-minute interval.
  • with respect to an ElastiCache for Memcached cluster running in a Cross-AZ or Single-AZ Configuration, that the cluster has no external connectivity.
  • with respect to an ElastiCache for Redis OSS shard running in a Multi-AZ, Previous Generation Multi-AZ, or Single-AZ Configuration, that all connection requests to the primary node of the shard fail during a 1-minute interval.
  • with respect to an ElastiCache Serverless Configuration, a Request that fails with an Error.