Cloud Composer Service Level Agreement (SLA)

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 Cloud Composer.
• "Downtime" means more than a five percent Error Rate. Downtime is measured based on server side Error Rate.
• "Downtime Period" means a period of ten or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten consecutive minutes will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance will not count towards any Downtime Period.
• "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. 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 Services (except as otherwise set forth below):

• "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.
• "Valid Requests" are Create environment, Delete environment, Update environment, List environments, and Describe environment requests to the Cloud Composer API that conform to the Documentation, and that would normally result in a non-error response.

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 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.

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 Covered 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 Documentation or Admin Console.