Amazon compute service level agreement

Element

Rating

(1-5)

1=poor

5=excellent

Reason for rating

Weighted Factors

(1-5)

1= not important

5= very important

Objective of the SLA

5

All objectives are stated clearly with explanation of inclusion and exclusion of services

5- All objectives should be clearly mentioned

5

This SLA was updated February 12, 2018. Making it up to date and it is updated every year.

4- SLA should be frequently updated

Services Covered by the SLA

5

Sla provides detailed description of service availability. 10 % service credit can be received if the Monthly Uptime Percentage

 is less than 99.99% but equal to or greater than 99.0% while 30% if Monthly Uptime Percentage Less than 99.0%.

5- Very important element as it provides the customer what can be fixed or serviced.

Level of Availability and Reliability Agreed To

5

Claims to make service and products available 99.99% of the time and gives the list of availability zones. Provides detailed explanation of what unavailability means and under what circumstances service credit will be applied.

5- reliability and availability directly reflect on the customer business

Level of Throughput Agreed To

5

Aims to provide 99.99% of monthly uptime

3- important to know but not as important as other elements

Service Continuity after a Disaster or Major Disruption

3

Claims will provide service credit but does not provide details for instance of disaster or major disruption

4- disaster are meant to happen. Important to have a disaster relief plan

Security Aspects Agreed To

2

Provides no detail in case of security breach or security in general, but it is provided in AWS customer agreement.

5- Secuity is very important in this era of hacking

Method for Setting Priorities for Incident Handling

1

Does not provides Method for Setting Priorities for Incident Handling

3- important if any faced any service interruptions

Target Times for Incident Response and Resolution

1

Doesn’t provide target time

3 -important if any faced any service interruptions

Agreed Maintenance Windows

1

Doesn’t provide maintenance window

3- maintenance should be done periodically

Metrics/Methods by Which the Service Delivery will Be Judged

5

Uses the monthly uptime percentage to judge the service availability

3- important for quality purposes

SLA Reporting Periods

1

No SLA reporting period is provided but it is provided in AWS service terms.

4- important for quality purposes

Validation triggers

4

If you put in a service credit request AWS will confirm the uptime percentage with their records and then qualify you for service credit

4- important for quality purposes

Monitoring frequency

1

No Monitoring frequency

is provided but it is provided in AWS service terms.

5- system should be monitored 24/7

Mean

Total weight =70

Total SLA weight=61

Mean= 4.3