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
|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%
|95.00% - < 99.00%
"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
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
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.