In the event of a conflict between the terms of this SLA and the terms of the AWS Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA … This Service Level Agreement for Microsoft Online Services (this “SLA”) is a part of your Microsoft volume licensing agreement (the “Agreement”). In the event of a conflict between the terms of this SLA and the terms of the AWS Customer Agreement or other agreement with us governing your use of our Services (the “Agreement”), the terms and conditions of this SLA apply, but only to the extent of such conflict. Release notes: Added definitions for Virtual Network and VPN Gateway which were referenced, but not defined. Service Credits may not be transferred or applied to any other account. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any Amazon Connect SLA Exclusion. Due to factors outside our reasonable control (for example, natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centers, including at your site or between your site and our data center); That result from the use of services, hardware, or software not provided by us, including, but not limited to, issues resulting from inadequate bandwidth or related to third-party software or services; Caused by your use of a Service after we advised you to modify your use of the Service, if you did not modify your use as advised; During or with respect to preview, pre-release, beta or trial versions of a Service, feature or software (as determined by us) or to purchases made using Microsoft subscription credits; That result from your unauthorized action or lack of action when required, or from your employees, agents, contractors, or vendors, or anyone gaining access to our network by means of your passwords or equipment, or otherwise resulting from your failure to follow appropriate security practices; That result from your failure to adhere to any required configurations, use supported platforms, follow any policies for acceptable use, or your use of the Service in a manner inconsistent with the features and functionality of the Service (for example, attempts to perform operations that are not supported) or inconsistent with our published guidance; That result from faulty input, instructions, or arguments (for example, requests to access files that do not exist); That result from your attempts to perform operations that exceed prescribed quotas or that resulted from our throttling of suspected abusive behavior; Due to your use of Service features that are outside of associated Support Windows; or. This Service Level Agreement for Microsoft Online Services (this “SLA”) is a part of your Microsoft volume licensing agreement (the “Agreement”). We will provide at least 90 days’ notice for adverse material changes to this SLA. 1.1 Last updated: August 2016 ), (iii) related to or caused by your development, testing, and monitoring (e.g. • Amazon Connect is considered “Down” in a 5-minute interval if all contact flows fail to execute for inbound and outbound calls in that interval, whether or not error branches are taken in the contact flows. In the event Amazon Connect does not meet the Service Commitment, you will be eligible to receive a Service Credit as described below. "Service Resource" means an individual resource available for use within a Service. "Applicable Monthly Service Fees" means the total fees actually paid by you for a Service that are applied to the month in which a Service Credit is owed.