Last modified: March 30, 2020
During the Term of the agreement under which Google has agreed to provide Google Cloud to Customer (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.99% (the "Service Level Objective" or "SLO"). 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. 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 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:
- "Backend Service" means a resource behind a Cloud Load Balancer as described in the Cloud Load Balancing documentation.
- "Covered Service" means Google Cloud Armor.
- "Downtime" means more than a 0.01% Error Rate.
- "Downtime Period" means a period of one or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than 60 seconds will not be counted towards any Downtime Periods.
- "Error Rate" means the number of Valid Requests that fail to be evaluated by Google Cloud Armor divided by the total number of Valid Requests during that period.
"Financial Credit" means the following:
Monthly Uptime Percentage Percentage of monthly bill for the Covered Service that did not meet SLO that will be credited to future monthly bills of Customer 99.00% – < 99.99% 10% 95.00% – < 99.00% 25% < 95.00% 50%
"Monthly Uptime Percentage" means the 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.
"Valid Requests" are well formed Layer 7 requests (a) destined to a Backend Service with an enabled Google Cloud Armor security policy, (b) that conform to the Documentation, and (c) that would normally result in successful evaluation against the configured security policy.
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 log files showing Downtime and the date and time it occurred. Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit.
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 applicable 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 or Services designated pre-general availability (unless otherwise set forth in the associated Documentation), (b) features or Services 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 or listed in the Admin Console or Documentation.