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 per Network Service Tiers, as follows (the "Service Level Objective" or "SLO"):
Premium Tier
Covered Service | Monthly Uptime Percentage |
Instances in Multiple Zones | >= 99.99% |
A Single Instance of Memory Optimized family* | >= 99.95% |
A Single Instance of all other families** | >= 99.9% |
Load balancing | >= 99.99% |
Covered Service
Monthly Uptime Percentage
Instances in Multiple Zones
>= 99.99%
A Single Instance of Memory Optimized family*
>= 99.95%
A Single Instance of all other families**
>= 99.9%
Load balancing
>= 99.99%
Covered Service | Monthly Uptime Percentage |
Instances in Multiple Zones | >= 99.9% |
Load balancing | >= 99.9% |
Covered Service
Monthly Uptime Percentage
Instances in Multiple Zones
>= 99.9%
Load balancing
>= 99.9%
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. Monthly Uptime Percentage and Financial Credit are determined on a calendar month basis per Project per Region or, for a Single Instance, per instance. 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 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.
Definitions
The following definitions apply to the SLA:
Monthly Uptime Percentage | Percentage of monthly bill for the respective Covered Service in the Region that did not meet SLO that will be credited to Customer's future monthly bills |
99.00% - < 99.99% (Premium Tier) 99.00% - < 99.9% (Standard Tier) | 10% |
95.00% - < 99.00% (Premium and Standard Tier) | 25% |
< 95.00% (Premium and Standard Tier) | 100% |
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service in the Region that did not meet SLO that will be credited to Customer's future monthly bills
99.00% - < 99.99%
(Premium Tier)
99.00% - < 99.9%
(Standard Tier)
10%
95.00% - < 99.00%
(Premium and Standard Tier)
25%
< 95.00%
(Premium and Standard Tier)
100%
Monthly Uptime Percentage | Percentage of monthly bill for a Single Instance in the Region that did not meet SLO that will be credited to Customer's future monthly bills |
95.00% - < 99.95% | 10% |
90.00% - < 95.00% | 25% |
< 90.00% | 100% |
Monthly Uptime Percentage
Percentage of monthly bill for a Single Instance in the Region that did not meet SLO that will be credited to Customer's future monthly bills
95.00% - < 99.95%
10%
90.00% - < 95.00%
25%
< 90.00%
100%
Monthly Uptime Percentage | Percentage of monthly bill for a Single Instance in the Region that did not meet SLO that will be credited to Customer's future monthly bills |
95.00% - < 99.90% | 10% |
90.00% - < 95.00% | 25% |
< 90.00% | 100% |
Monthly Uptime Percentage
Percentage of monthly bill for a Single Instance in the Region that did not meet SLO that will be credited to Customer's future monthly bills
95.00% - < 99.90%
10%
90.00% - < 95.00%
25%
< 90.00%
100%
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer must notify Google technical support within 60 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with log files showing Downtime Periods and the date and time they occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.
Maximum 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 the amount due by Customer for the respective Covered Services in the Regions that did not meet SLO 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.
SLA Exclusions
The SLA does not apply to any (a) features designated pre-general availability (unless otherwise set forth in the associated Documentation); (b) features 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. As applicable, Customer will only be entitled to Financial Credit for Downtime of a particular virtual machine instance as either a Single Instance or Instances in Multiple Zones, but not both.