During the Term of the Google Compute Engine License Agreement, Google Cloud Platform License Agreement, or Google Cloud Platform Reseller Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the “SLA”). If Google does not meet the SLA, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer’s sole and exclusive remedy for any failure by Google to meet the SLA. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement is the Google Cloud Platform Reseller Agreement, then all references to “Customer” in this SLA mean “Reseller,” and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.
The following definitions apply to the SLA.
- “Covered Service” means Instances hosted as part of the Google Compute Engine Service.
- “Downtime” means loss of external connectivity for all running instances that are hosted across two or more zones combined with the inability to launch replacement instances in any zone. Downtime does not include Scheduled Downtime.
- “Downtime Period” means a period of five consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
- “Financial Credit” means the following:
Monthly Uptime Percentage Percentage of monthly bill for Covered Service which does not meet SLA that will be credited to future monthly bills of Customer 99.00% - < 99.95% 10% 95.00% - < 99.00% 25% < 95.00% 50%
- “Monthly Uptime Percentage” means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
- “Maintenance Window” means a period of time when certain zones are taken offline for maintenance tasks. Customer may view the timing and duration of Maintenance Windows via the Admin Console.
- “Scheduled Downtime” means Downtime resulting from Google performing maintenance on the Services during a Maintenance Window.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer must notify Google technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with server log files showing loss of external connectivity errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Google will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which Google will make available for auditing by Customer at Customer’s request.
Maximum Financial Credit
The aggregate maximum number of Financial Credits to be issued by Google to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
The SLA does not apply to any: (a) features designated experimental, limited preview, or preview (unless otherwise set forth in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of Google’s reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the Admin Console.