Last modified: June 25, 2020
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 (each, a "Service Level Objective" or "SLO"):
|Covered Service||Monthly Uptime Percentage|
Additionally, BigQuery Data Transfer Service will include a Data Delivery Service Level Objective as follows:
|Covered Service||Data Delivery|
|BigQuery Data Transfer Service||Less than or equal to 24 hours|
The Data Delivery SLO applies only to automatically scheduled runs.
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 meanings given to them 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:
- "Back-off Requirements" means, when an error occurs, the Customer Application is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
- "Covered Service" means BigQuery or BigQuery Data Transfer Service.
- "Data Delivery" means the time from when data is received by the BigQuery Data Transfer Service to when data is delivered to Customer's BigQuery Project.
- "Downtime" means more than a ten percent Error Rate. Downtime is measured based on server side Error Rate.
- "Downtime Period" means a period of one or more consecutive minutes of Downtime. Partial minutes will not be counted towards any Downtime Periods.
- "Error Rate" means the number of Valid Requests that result in a response with HTTP Status 500 and Code "Internal Error" divided by the total number of Valid Requests during that period, subject to a minimum of 20 Valid Requests in the measurement period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
- "Financial Credit" means the following for the Covered Service (except
as otherwise stated below):
Monthly Uptime Percentage Percentage of monthly bill for the respective Covered Service that does not meet SLO that will be credited to future monthly bills of Customer 99.0% – < 99.99% 10% 95.0% – < 99.0% 25% < 95.0% 50%
Data Delivery Amount in charges that will be credited to future monthly bills of Customer Greater than 24 hours Charges incurred for each impacted BigQuery Data Transfer Service configuration on the day on which the late data transfer began.
- "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.
- "Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-error response.
Customer Must Request Financial Credit
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. 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 stated 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 listed in the Documentation or Admin Console.