Amazon Connect Customer Service Level Agreement

Publisher

Amazon Web Services

URL

https://aws.amazon.com/connect/sla/

Published

2026-04-28

Updated

unknown

Accessed

2026-09-24

HTTP status

200

License

AWS site terms; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• An Amazon Connect SLA credit request must be received by the end of the second billing cycle after the incident occurred. in context
• Under the Amazon Connect Customer SLA a Monthly Uptime Percentage below 95.0% earns a 100% service credit. in context
• Under the Amazon Connect Customer SLA a Monthly Uptime Percentage below 99.0% but at least 95.0% earns a 15% service credit. in context
• Under the Amazon Connect Customer SLA a Monthly Uptime Percentage below 99.99% but at least 99.0% earns a 5% service credit. in context
• The Amazon Connect Customer SLA lists as a requirement that the customer maintain an AWS Enterprise Support plan, including completion of a Well-Architected Review with an AWS Solutions Architect. in context
• The Amazon Connect SLA excludes from credit downtime caused by factors outside AWS control, customer configuration or equipment, failure to follow AWS documentation, and AWS suspension of the customer's right to use the service. in context
• The Amazon Connect Customer SLA requirements include using Amazon as the RespOrg for toll-free numbers where that option is available. in context
• The Amazon Connect Customer SLA commits to a Monthly Uptime Percentage of 99.99%. in context
• A 99.99% monthly uptime commitment allows roughly 4.3 minutes of unavailability in a 30-day month before the first credit tier applies. inferred in context
• Headline uptime percentages are not comparable across CCaaS bids without normalising each SLA's eligibility conditions, exclusions and credit caps, because at least one major SLA ties credits to a paid support tier. inferred in context

Cite this source record

APA

WarmTransfer. (2026, April 28). Amazon Connect Customer Service Level Agreement. WarmTransfer. https://warmtransfer.net/knowledge/sources/aws-connect-customer-sla

BibTeX

@misc{warmtransfer-aws-connect-customer-sla,
  title  = {Amazon Connect Customer Service Level Agreement},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/sources/aws-connect-customer-sla},
  note   = {Amazon Web Services, accessed 2026-09-24}
}