AWS SLA Credits

What is AWS's uptime SLA for EC2 and core services?

AWS provides tiered SLA guarantees depending on the service and deployment architecture. Amazon EC2 in a Multi-AZ or multi-region configuration is guaranteed 99.99% monthly uptime. Single EC2 instances carry a 99.5% instance-level SLA. AWS Lambda is guaranteed at 99.95%. Amazon S3 and CloudFront are guaranteed at 99.9%. These thresholds define the baseline below which a credit is owed. Note that SLA coverage requires specific configuration. Deploying in a single Availability Zone, for example, qualifies for a lower SLA tier and correspondingly lower credit amounts.

How do I submit an SLA credit request to AWS?

AWS SLA credit requests must be submitted through the AWS Support Center. Open a new support case, include 'SLA Credit Request' in the subject line, and attach supporting documentation including the dates and times of the disruption, the affected services and regions, and request logs demonstrating unavailability. AWS will validate the claim against their service data before issuing a credit. Credits are applied to your future AWS billing statements; they are not issued as cash. AWS requires the claim to be submitted by the end of the second billing cycle following the month in which the incident occurred.

Why was my AWS SLA credit claim rejected?

Common AWS claim rejections occur when: (1) the claim is submitted after the two-billingcycle deadline; (2) the downtime was caused by a customer-side factor such as a misconfigured security group, VPC routing issue, or application error; (3) the affected service or region was experiencing an AWS-acknowledged outage caused by external factors (e.g., DDoS, force majeure); (4) the credit calculation results in less than the $1 USD minimum threshold; or (5) the service configuration did not meet the SLA eligibility requirements for the claimed uptime tier. Maintaining eligibility requires proactive infrastructure governance aligned with AWS's SLA technical prerequisites.