Google Cloud DNS Service Level Agreement (SLA)

Last modified: October 4, 2016 | Previous Versions

During the Term of the Google Cloud Platform License Agreement, or Google Cloud Platform Reseller Agreement (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage of Serving DNS queries from at least one of the Google managed Authoritative Name Servers to Customer of 100% (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 is the Google Cloud Platform Reseller Agreement, then all references to "Customer" in this SLA mean "Reseller," and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.

Definitions

The following definitions apply to the SLA:

  • "Covered Service" means:
    • Response to domain queries from at least one of the authoritative name servers configured and existing under Google Cloud DNS.
  • "Downtime" means:
    • For Name Serving: Inability to serve responses from all of the Authoritative Name Servers to DNS queries for domains configured in Google Cloud DNS.
  • "Downtime Period" means a period of 60 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 60 consecutive seconds will not be counted towards any Downtime Periods.
  • "Financial Credit" means the following:

    Monthly Uptime Percentage Percentage of monthly bill for the respective Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
    99.5% - <100% 10%
    95% - <99.5% 25%
    <95% 50%

  • "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.

Customer must request financial credit

In order to receive any of the Financial Credits described above, Customer must notify Google technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with log files showing loss of response to name server queries from Google name servers on specific domain managed by Google Cloud DNS 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 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 from Customer for the Covered Service for the applicable month. Financial Credits will be made 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 Alpha or Beta (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 and/or listed in the Admin Console.

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