Amazon Private Certificate Authority Service Level Agreement for Amazon Web Services (Ningxia Region)

Last Updated: June 28, 2024

This Amazon Private Certificate Authority Service Level Agreement (“SLA”) is a policy governing the use of Amazon Private Certificate Authority (“Amazon Private CA”) 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 Private CA. 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 Private CA available with the applicable Monthly Uptime Percentage during any monthly billing cycle (the “Service Commitment”). In the event Amazon Private CA 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 Private CA 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 total charges paid by you for Amazon Private CA for the billing cycle in which the error occurred in accordance with the schedule below.

Monthly Uptime Percentage

Service Credit Percentage

Less than 99.9% 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 Private CA 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 error 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 Private CA 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 incident of non-zero Error Rates that you are claiming; and
  3. 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 applicable to the month of such request is confirmed by us and is less than the applicable Service Commitment, then we will issue the Service Credit to you within one billing cycle following the month in which your request is confirmed by us. Your failure to provide the request and other information as required above will disqualify you from receiving a Service Credit.

Amazon Private CA SLA Exclusions

The Service Commitment does not apply to any unavailability, suspension or termination of Amazon Private CA, or any other Amazon Private CA 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 Amazon Private CA; (ii) that result from any actions or inactions of you; (iii) that result from you not following the best practices described on the Amazon Private CA user guide  on the Amazon Web Services China site; (iv) that result from your equipment, software or other technology; or (v) arising from our suspension and termination of your right to use Amazon Private CA in accordance with the Agreement (collectively, the “Amazon Private CA SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of the Error Rate, then we may issue a Service Credit considering such factors at our discretion.

Definitions

  • “Error Rate” means: (i) the total number of internal server errors returned by Amazon Private CA as error status “InternalError” or “ServiceUnavailable” divided by (ii) the total number of requests for the applicable request type during that five-minute interval. We will calculate the Error Rate for each Amazon Private CA account as a percentage for each five-minute interval in the monthly billing cycle. The calculation of the number of internal server errors will not include errors that arise directly or indirectly as a result of any of the Amazon Private CA SLA Exclusions. If you did not make any Requests in a given 5-minute interval, that interval is assumed to be 100% available.
  • “Monthly Uptime Percentage” is calculated by subtracting from 100% the average of the Error Rates from each five-minute interval in the monthly billing cycle.
  • “Service Credit” means a Renminbi credit, calculated as set forth above, that we may credit back to an eligible Amazon Private CA account.