The following definitions apply to the SLA.
- "Covered Service" means Chronicle SIEM,
excluding any Pre-GA Offerings, proof-of-concept or
unpaid trials of Chronicle SIEM.
- "Downtime" means with respect to the Covered
Service: the Customer is not able to access the user
interface or all APIs.
- "Downtime Period" means with respect to the
Covered Service: five consecutive minutes of Downtime.
Intermittent Downtime for a period of less than five
minutes will not be counted towards any Downtime Period.
Downtime as part of Scheduled Maintenance will not be
counted towards any Downtime Period.
- "Financial Credit" means the following for the
Covered Service (except as otherwise set forth below):
|Monthly Uptime Percentage
||Percentage of monthly bill (or prorated on a
monthly basis if billing is not monthly) for the
Covered Services which did not meet SLO that
will be credited to future bills of Customer
- "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.
- "Scheduled Maintenance" is Downtime related to
network, hardware, or software maintenance or upgrades.
Scheduled Maintenance will be performed at Google’s
Customer Must Request Financial Credit
In order to receive any of the Financial Credits
described above, Customer must notify technical support
within 30 days from the time Customer becomes eligible to
receive a Financial Credit with a complete description of
the Downtime and for how long. Failure to comply with this
requirement will forfeit Customer’s right to receive a
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 annual billing cycle will
not exceed 7% of the amount due by Customer for the
applicable Covered Service for the applicable annual
cycle. Financial Credits will be made in the form of a
monetary credit applied to future use of the Covered
The SLA does not apply to any: (a) features or Services
designated alpha or beta (unless otherwise set forth in
the associated Documentation), (b) features or Services
excluded from the SLA (in the associated documentation),
(c) features or Services that have been deprecated, (d)
inability to utilize the Services due to Customer not
having transferred usable Customer Data to the Services,
or (e) 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, regardless of whether Google suggested or
otherwise supported Customer’s use of the hardware or
software; (iii) that resulted from abuses or other
behaviors that violate the Agreement; or (iv) that
resulted from quotas applied by the Services or listed in
the Agreement or documentation.