AWS Service Level Agreements: Understanding What They Mean for Your Business

As a business owner, you want to ensure that your IT infrastructure and services are reliable and available at all times. This is where cloud computing comes in, and Amazon Web Services (AWS) is one of the leading cloud providers in the world. However, as with any technology service, there will be occasional downtime or service interruptions. To protect their customers, AWS provides Service Level Agreements (SLAs) that detail their commitments to uptime and availability of their cloud services.

What is an SLA?

An SLA is a contract between a service provider and its customers that outlines the level of service that will be provided. It usually includes details such as uptime, availability, performance, and support. In the case of AWS, their SLAs ensure that their customers can expect a certain level of uptime for their cloud services, such as EC2, S3, and RDS.

Uptime and Availability

AWS’s SLAs for uptime and availability are some of the most comprehensive in the industry. For example, their SLA for EC2 instances states that they will provide at least 99.99% availability for each region. This means that for every 10,000 hours of service, there can be no more than one hour of downtime.

Similarly, their SLA for S3 states that they will provide at least 99.9% availability for each region. This means that for every 1,000 hours of service, there can be no more than ten hours of downtime.

Performance and Support

In addition to uptime and availability, AWS SLAs also cover performance and support. For example, their SLA for RDS guarantees a certain level of performance for database instances. If the performance falls below the guaranteed level, AWS will provide credits to their customers.

Their SLAs also guarantee certain levels of support, such as response times for critical issues. This ensures that customers can get the help they need when they need it, reducing the impact of any downtime or service interruptions.


AWS Service Level Agreements are an important part of their commitment to providing reliable and high-quality cloud services. By understanding their SLAs, customers can be confident in the availability and performance of their cloud infrastructure. Additionally, by providing credits for downtime and other issues, AWS is incentivized to continually improve their services, making them an even better choice for businesses looking to embrace cloud computing.