Amazon Network Firewall Service Level Agreement for Amazon Web Services (Ningxia Region)

Last Updated: February 28, 2024

This Amazon Network Firewall Service Level Agreement for Amazon Web Services (Ningxia Region) (“SLA”) is a policy governing the use of Amazon Network Firewall 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 agreements 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 Amazon Network Firewall. 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 Amazon Network Firewall available for Amazon Web Services China (Ningxia) region with a Monthly Uptime Percentage of at least 99.99% during any monthly billing cycle (the “Service Commitment”). In the event Amazon Network Firewall 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 Amazon Network Firewall from Amazon Web Services China (Ningxia) 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 endpoint hour charges paid by you for Amazon Network Firewall during the month in Amazon Web Services China (Ningxia) region, excluding data processing fees, in accordance with the schedule below.

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.99% 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 Amazon Network Firewall 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 Amazon Network Firewall 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:

  1. the words “SLA Credit Request” in the subject line;
  2. the dates and times of each unavailability incident that you are claiming;
  3. the affected firewalls; and
  4. your 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 we confirm that the Monthly Uptime Percentage is less than the Service Commitment, we will issue the appropriate Service Credit to you within one billing cycle following the month in which we confirm your request. Your failure to request a Service Credit or to provide any other information necessary to validate the request will disqualify you from receiving a Service Credit.

Amazon Network Firewall SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension, or termination of Amazon Network Firewall, or any other Amazon Network Firewall performance issues, that result from: (i) factors outside of our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of Amazon Network Firewall; (ii) any actions or inactions by you, including improper configuration of your firewall, routing tables, or other Amazon Web Services resources; (iii) your or your user’s equipment, software, network, or other technology; (iv) your failure to follow the guidelines or to use the service within the limitations described in the Amazon Network Firewall Documentation on the Amazon Web Services China Site; or (v) our suspension or termination of your right to use Amazon Network Firewall in accordance with the Agreement (collectively, the “Amazon Network Firewall 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

  • “Deployment Minutes” is the total number of minutes that a given firewall is provisioned during a billing month in Amazon Web Services China (Ningxia) region.
  • “Downtime” is the total accumulated Deployment Minutes across all firewalls provisioned during a month in which the firewall is Unavailable.
  • “Maximum Available Minutes” is the sum of all Deployment Minutes across all firewalls provisioned in an Amazon Web Services account during a billing month.
  • “Monthly Uptime Percentage” is calculated as Maximum Available Minutes less Downtime divided by Maximum Available Minutes in a billing month for a given Amazon Web Services account in Amazon Web Services China (Ningxia) region. Monthly Uptime Percentage is represented by the following formula: Monthly Uptime % = (Maximum Available Minutes – Downtime) / Maximum Available Minutes. Monthly Uptime Percentage measurements exclude Downtime resulting directly or indirectly from any Amazon Network Firewall SLA Exclusion.
  • A “Service Credit” is a Renminbi credit, calculated as set forth above, that we may credit back to an eligible account.
  • A firewall is considered “Unavailable” during a given minute if the firewall fails to process all packets routed to it within the minute. If no packets are routed to the firewall during the minute, the firewall is considered available during the minute.