Last modified: November 16, 2023
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During the Term of the agreement under which Google has agreed to provide Google Cloud Platform to Customer (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the "Service Level Objective" or "SLO"):
Covered Service | Monthly Uptime Percentage |
Zonal Cluster (control plane) | 99.5% |
Regional Cluster (control plane) | 99.95% |
Autopilot Cluster (control plane) | 99.95% |
Autopilot Pods in Multiple Zones | 99.9% |
GKE Enterprise Autopilot Pods in Multiple Regions | 99.99% |
Covered Service
Monthly Uptime Percentage
Zonal Cluster (control plane)
99.5%
Regional Cluster (control plane)
99.95%
Autopilot Cluster (control plane)
99.95%
Autopilot Pods in Multiple Zones
99.9%
GKE Enterprise Autopilot Pods in Multiple Regions
99.99%
If Google does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. Monthly Uptime Percentage and Financial Credit are determined on a calendar month basis per cluster. This SLA states Customer's sole and exclusive remedy for any failure by Google to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement. If the Agreement authorizes the resale or supply of Google Cloud Platform under a Google Cloud partner or reseller program, then all references to Customer in this SLA mean Partner or Reseller (as applicable), and any Financial Credit(s) will only apply for impacted Partner or Reseller order(s) under the Agreement.
The following definitions apply to the SLA:
Monthly Uptime Percentage | Percentage of monthly bill for the respective Covered Service that does not meet SLO and that will be credited to Customer's future monthly bills | ||
Regional Cluster (control plane) or Autopilot Cluster (control plane) | Zonal Cluster (control plane) | Autopilot Pods in Multiple Zones | |
99.0% to < 99.95% | 99.0% to < 99.50% | 99.0% to < 99.9% | 10% |
95.0% to < 99.0% | 95.0% to < 99.0% | 95.0% to < 99.0% | 25% |
< 95.0% | < 95.0% | < 95.0% | 50% |
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service that does not meet SLO and that will be credited to Customer's future monthly bills
Regional Cluster (control plane) or Autopilot Cluster (control plane)
Zonal Cluster (control plane)
Autopilot Pods in Multiple Zones
99.0% to < 99.95%
99.0% to < 99.50%
99.0% to < 99.9%
10%
95.0% to < 99.0%
95.0% to < 99.0%
95.0% to < 99.0%
25%
< 95.0%
< 95.0%
< 95.0%
50%
In order to receive any of the Financial Credits described above, Customer must notify Google technical support within 30 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.
The maximum aggregate number of Financial Credits issued by Google to Customer for all Downtime Periods in a single billing month will not exceed 50% of the amount due from Customer for the Covered Service for the applicable month. Financial Credits will be 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. Customer may not collect Financial Credits for the same episode of Downtime under both this SLA and another Google Cloud SLA.
The SLA does not apply to any (a) features designated pre-general availability (unless otherwise set forth in the associated Documentation); (b) features excluded from the SLA (in the associated Documentation); (c) Customer clusters where the deployed minor version of Google Kubernetes Engine is not offered through the Stable or Regular Channels; or (d) 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 or listed in the Admin Console.