Identity Platform Service Level Agreement (SLA)
During the Term of the agreement under which Google has agreed to provide Google Cloud to Customer (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (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 authorizes the resale or supply of Google Cloud 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 the following authentication services provided for a Customer Application as part of Identity Platform: (i) email and password-based sign-ins and (ii) refresh of an existing JSON Web Token ("JWT") authentication artifact.
"Downtime" means more than a ten percent Error Rate for a Customer Application.
"Downtime Period" means a period of five consecutive minutes of Downtime with a minimum of 100 Valid Requests per minute. Partial minutes or Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
"Error Rate" means the number of Valid Requests that result in a response with HTTP Status 50x and Code "Internal Error" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate.
"Financial Credit" means the following:
|Monthly Uptime Percentage||Percentage of monthly bill for the Covered Service which did not meet SLO that will be credited to future monthly bills of Customer|
|99.00% - < 99.95%||10%|
|95.00% - < 99.00%||25%|
"Monthly Uptime Percentage" means the 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 (except for HTTP Status 400).
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 Downtime Periods and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Google will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which Google will make available for auditing by Customer at Customer's request.
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 by 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 Service and will be applied within 60 days after the Financial Credit was requested.
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 listed in the Admin Console.