Amazon Neptune Service Level Agreement for Amazon Web Services (Beijing Region)

This Amazon Neptune Service Level Agreement for Amazon Web Services (Beijing Region) (“SLA”) is a policy governing the use of Amazon Neptune (“Neptune””) 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 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 Neptune. 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.

Service Commitment

We will use commercially reasonable efforts to make Multi-AZ Clusters available with a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle (the “Service Commitment”). In the event Neptune 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 Neptune 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 charges paid by you for the Multi-AZ Clusters that did not meet the Service Commitment in a billing cycle in accordance with the schedule below.

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 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 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 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:

1. the words “SLA Credit Request” in the subject line;
2. he dates and times of each Unavailability incident you are claiming;
3. the Multi-AZ Cluster identifiers and the affected Multi-AZ Clusters; 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.

Neptune SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Neptune, or any other Neptune 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 Neptune; (ii) that result from any voluntary actions or inactions from you or any third party; (iii) that result from nodes belonging to burstable general-purpose instances such as T3 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 and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (vii) arising from our suspension or termination of your right to use Neptune in accordance with the Agreement (collectively, the “Neptune 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.

Definitions

• “Monthly Uptime Percentage” for a given Multi-AZ Cluster is calculated by subtracting from 100% the percentage of 1 minute intervals during the monthly billing cycle in which the Multi-AZ Cluster was Unavailable. If you have been running that Multi-AZ Cluster for only part of the month, your Multi-AZ Cluster 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 Neptune SLA Exclusions.
• “Multi-AZ Cluster” means a Neptune cluster consisting of two or more Neptune instances in two or more Amazon Web Services China (Beijing) region availability zones.
• 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 that all connection requests to the running Multi-AZ Cluster endpoint fail during a 1 minute interval.