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 as follows (the "Service Level Objective" or "SLO"):
Covered Service |
Monthly Uptime Percentage |
Filestore Basic SSD, Filestore Basic HDD, Filestore High Scale, or Filestore Zonal |
>= 99.9% |
Filestore Enterprise or Filestore Regional |
>= 99.99% |
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.
Monthly Uptime Percentage |
Percentage of monthly bill for the applicable Covered Service instance that does not meet SLO that will be credited to Customer's future monthly bills |
99.0%–< 99.9% |
10% |
95.0%–< 99.0% |
25% |
<95.0% |
50% |
Monthly Uptime Percentage |
Percentage of monthly bill for the applicable Covered Service instance that does not meet SLO that will be credited to Customer's future monthly bills |
99.0%–< 99.99% |
10% |
95.0%–< 99.0% |
25% |
<95.0% |
50% |
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.