Chronicle SOAR Service Level Agreement
Last modified: November 01, 2022
During the Term of the Agreement under which Google has agreed to provide Chronicle SOAR to Customer (the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 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 Chronicle SOAR under a 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.
- "Covered Service" means Chronicle SOAR, excluding any Pre-GA Offerings, proof-of-concept or unpaid trials of Chronicle SOAR.
- "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 95%–< 99% 3% 90%–< 95% 10%
- "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 discretion.
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 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 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 Service.
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.