Filestore Service Level Agreement (SLA)

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 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.

• The following definitions apply to the SLA.
• "Covered Service" means a Cloud Filestore Basic HDD, Basic SSD, High Scale, Regional, Zonal, or Enterprise tier instance.
• "Downtime" means all requests to the applicable Covered Service instance fail.
• "Downtime Period" means (i) for Filestore Basic, High Scale, or Zonal, five or more consecutive minutes of Downtime, and (ii) for Filestore Enterprise or Regional, one or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes for Filestore Basic, High Scale, or Zonal, or one minute for Filestore Enterprise or Regional, will not count towards any Downtime Periods. Downtime as part of Scheduled Maintenance will not count towards any Downtime Period.
• "Financial Credit" means the following for the Filestore Basic HDD, Basic SSD, High Scale, or Zonal tier:

• "Financial Credit" means the following for the Filestore Enterprise or Regional tier:

• "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

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. Failure to comply with this requirement will forfeit Customer’s right to receive a 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 by Customer for the applicable 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.

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); (c) features or Services that have been deprecated; or (d) 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 listed in the Documentation.