Cloud External Key Manager Service Level Agreement (SLA)

The following definitions apply to the SLA:

• "Covered Service" means Cloud External Key Manager.
• "Downtime" means more than a ten percent Error Rate.
• "Downtime Period" means a period of five or more consecutive minutes of Downtime in which at least ten Valid Requests are issued. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
• "Error Rate" over a time period means, solely with respect to Encrypt and Decrypt operations, the number of Valid Requests that either result in a response with HTTP Status Code in the 500-range, or do not result in a valid response within ten seconds from Google's receipt of the request, divided by the total number of Valid Requests during that period. Error Rate is determined by Google's server-side health monitoring. Errors resulting from communications with Customer’s third-party external key manager may result in a 400-range HTTP Status Code, which is not included in the Error Rate.
• "Financial Credit" means the following:

• "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.
• "Valid Requests" are requests 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 thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with log files showing Downtime with respect to the Covered Services 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.

The maximum aggregate number of Financial Credits issued by Google to Customer for all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due from Customer for the Covered Services for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Covered Services and will be applied within 60 days after the Financial Credit was requested.

The SLA does not apply to any (a) features designated pre-general availability (unless otherwise stated 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.