Last modified: January 9, 2020During 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 of 99.5% for Encrypt, Decrypt, and Sign operations (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 meanings given to them 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 Services" mean Cloud Key Management Service and Cloud HSM.
- "Downtime" means more than a ten percent Error Rate.
- "Downtime Period" means a period of five 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, Decrypt, and Sign operations in the Covered Service, 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.
- "Financial Credit" means the following:
Monthly Uptime Percentage Percentage of monthly bill for the Covered Services which does not meet SLO that will be credited to future monthly bills of Customer 99.0% - < 99.5% 10% 95.0% - < 99.0% 25% < 95.0% 50%
- "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.
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 with respect to Encrypt, Decrypt, and/or Sign operations from the Covered Services and the date and time they occurred. Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit.
Maximum 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 Alpha or Beta (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.