Amazon Route 53 Service Level Agreement for Amazon Web Services (Ningxia Region)

This Amazon Route 53 Service Level Agreement for Amazon Web Services China (Ningxia) Region (“SLA”) is a policy governing the use of Amazon Route 53 (including Private DNS) under the terms of the Western Cloud Data Customer Agreement for Amazon Web Services (Ningxia Region) (the “Agreement,” available at http://www.amazonaws.cn/agreement/ningxia and as updated from time to time) 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 Route 53 and only if we have provided this SLA to you and indicated that applies it to your account. Unless otherwise provided herein, this SLA is subject to the terms of the Agreement, and capitalized terms will have the meanings specified in the Agreement. We reserve the right to change the terms of this SLA at any time.

Service Commitment

We will use commercially reasonable efforts to make Amazon Route 53 available at a Monthly Uptime Percentage of at least 99.99% during any monthly billing cycle (the "Service Commitment"). In the event Amazon Route 53 does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below. The Service Commitment and Service Credits set forth in this SLA apply only to your use of Amazon Route 53 in the Amazon Web Services China (Ningxia) Region. This SLA does not entitle you to any Service Commitment or to receive any Service Credits in connection with your use of Amazon Route 53 in any other Amazon Web Services region.

Service Credits

Service Credits are calculated based on one day of Service Credit, which is equal to your average daily Amazon Route 53 query charges for the monthly billing cycle preceding the monthly billing cycle in which Amazon Route 53 did not meet the Service Commitment, and are available as follows: 

We will apply any Service Credits only against future Amazon Route 53 payments otherwise due from you. Service Credits will not entitle you to any refund or other payment from Amazon Web Services. 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 Route 53 is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.  

Definitions

"Monthly Uptime Percentage" is calculated by subtracting from 100% the percentage of minutes during the month in which the Route 53 authoritative DNS service was in a state of Unavailability. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Route 53 SLA Exclusion.
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 Amazon Route 53 failed to respond to DNS queries to one or more of your hosted zones.

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 period that Amazon Route 53 was Unavailable 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 we confirm that Amazon Route 53 was Unavailable during the periods identified in your request, 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 Route 53 SLA Exclusions

The Service Commitment does not apply to (a) the Route 53 Resolver service or (b) any unavailability, suspension, or termination of Amazon Route 53 or any other Amazon Route 53 performance issues: (i) that result from a suspension described in Section 6.1 of the Agreement; (ii) 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 Route 53; (iii) that result from any actions or inactions of you or any third party; (iv) 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); (v) arising from our suspension and termination of your right to use Amazon Route 53 in accordance with the Agreement; (vi) that result from your exceeding usage limits stated in the Amazon Route 53 documentation; or (vii) that, with respect to public DNS only, result during a period that you were not using all six virtual name servers (for example, ns-3372.awsdns-cn-18.cn, ns-1229.awsdns-cn-12.net, ns-129.awsdns-cn-08.com, ns-2491.awsdns-cn-27.biz, ns-intl-3372.awsdns-cn-18.cn, and ns-intl-129.awsdns-cn-08.com) assigned to your hosted zone (collectively, the “Amazon Route 53 SLA Exclusions”). If availability is impacted by factors other than those used in our calculation of Availability, then we may issue a Service Credit considering such factors at our discretion.