AWS Elemental MediaConvert SLA is a contract that regulates its use and is specific to each account that makes use of AWS Elemental MediaConvert. At Bobcares, with our AWS Support Services, we can handle your AWS Elemental MediaConvert issues.

What is AWS Elemental MediaConvert SLA?

This AWS Elemental MediaConvert Service Level Agreement (“SLA”) is a document that governs the use of the service and is specific to each account that makes use of it. When this SLA’s terms conflict with those of the AWS Customer Agreement or another agreement, this SLA’s terms and conditions will take precedence, but only to the extent of the conflict.

Let’s look into some of the terms related to the SLA.

Service Commitment

The “Service Commitment” states that AWS will make commercially reasonable measures to ensure that AWS Elemental MediaConvert is accessible with a Monthly Uptime Percentage for each AWS region, during any monthly subscription cycle, of at least 99.9%. We may be able to obtain a Service Credit as detailed below if AWS Elemental MediaConvert fails to fulfill the Service Commitment.

Service Credits

For the monthly billing cycle in which the Monthly Uptime Percentage for a specific AWS region fell within the ranges shown below, Service Credits are generated as a percentage of the following charges paid by the user for AWS Elemental MediaConvert:

When the monthly uptime percentage is less than 99.9% but greater than or equal to 99.0%, the service credit percentage will be 10%. When the uptime percentage is less than 99.0% but greater than or equal to 95.0%, the credit will be 25%. And when the uptime is Less than 95.0%, the credit will be 100%. Service Credits will apply to future AWS Elemental MediaConvert payments that the user would otherwise owe.

Credit Request and Payment Procedures

The user should start a case in the AWS Support Center to make a claim for Service Credits. The credit request must reach the team by the end of the second billing cycle following the occurrence and it must contain the following information: “SLA Credit Request” should be in the subject line, the dates and times of each incidence of non-zero Error Rates that user is alleging, and the request logs that detail the errors for user’s outage.

AWS Elemental MediaConvert Exclusions

Any unavailability, interruption, or termination of AWS Elemental MediaConvert, as well as any other performance issues with AWS Elemental MediaConvert, are not covered by the Service Commitment if it is caused by the following reasons:

1. By events beyond our reasonable control, such as any unavoidable force majeure occurrence, unreliable Internet access, or other issues unrelated to AWS Elemental MediaConvert.

2. The outcomes of user voluntary activities or inactions.

3. Due to failure to adhere to the recommended procedures outlined in the AWS Elemental MediaConvert User Guide on the AWS Site.

4. As a result of the user’s technology, software, or equipment.

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Conclusion

To sum up, the Support team went over the details of AWS Elemental MediaConvert SLA, along with some of the important terminologies we should know about while using this SLA.