AppSheet - Service Level Agreement (SLA)
AppSheet SLA. During the Term of the agreement under which Google has agreed to provide one or more of the Services to Customer (as applicable, the "Agreement"), the AppSheet Covered Services will be operational and available at least 99.9% of the time in any calendar month (the “AppSheet SLA”). If Google does not meet the AppSheet SLA, and if Customer meets its obligations under this AppSheet SLA, Customer will be eligible to receive the Service Credits described below. This AppSheet SLA states Customer's sole and exclusive remedy for any failure by Google to meet the AppSheet SLA.
Definitions
The following definitions shall apply to the AppSheet SLA:
- "AppSheet Covered Services" means the AppSheet runtime service that runs applications built on AppSheet. This does not include any feature in private or public preview.
- "Downtime" means, for the AppSheet service, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.
- "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.
- "Service(s)" means the AppSheet Enterprise Standard or AppSheet Enterprise Plus services.
- "Service Credit" means the following:
|
Monthly Uptime Percentage |
Days of Service added to the end of the Service term at no charge to Customer (for offline billing customers) or monetary credit equal to the value of days (for online billing customers) |
|---|---|
|
< 99.9% - ≥ 99.0% |
3 |
|
< 99.0% - ≥ 95.0% |
7 |
|
< 95.0% |
15 |
Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Google (or, for Customers who ordered Services from a Reseller, Customer may notify Reseller and Customer's Reseller must notify Google) at appsheet.servicecredits@google.com within thirty days from the time Customer becomes eligible to receive a Service Credit.
Failure to comply with this requirement will forfeit Customer's right to receive a Service Credit. For Customers who ordered Services from a Reseller, Customer will receive applicable Service Credit from Reseller on behalf of Google.
Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Google (or, for Customers who ordered Services from a Reseller, by Reseller on behalf of Google) to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of service in the form of a monetary credit to a monthly-billing customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts, except for customers who are on Google’s monthly billing plan.
AppSheet SLA Exclusions. The AppSheet SLA does not apply to any: (a) features or services in pre-general availability stage; (b) features or services that are expressly excluded from this AppSheet SLA (as stated in the documentation for such services); or (c) performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Google); (iii) that resulted from abuses or other behaviors that violate the Agreement; or (iv) that resulted from usage in excess of limits as described in the Services documentation.