Managed Microsoft AD Service Level Agreement (SLA)

Last modified: July 9, 2020

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 99.9% (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.

Definitions

The following definitions apply to the SLA:

  • "Covered Service" means the following service requests that are initiated from an authorized network within Google Cloud Platform as part of the Managed Service for Microsoft Active Directory: (i) Kerberos authentication, (ii) LDAP bind to rootDSE, and (iii) DNS lookup of AD records.

  • "Downtime" means more than a 20% Error Rate. Downtime is measured per Managed Microsoft AD domain based on server side Error Rate.

  • "Downtime Period" means a period of at least five consecutive minutes of Downtime with a minimum of 20 Valid Requests per minute per Managed Microsoft AD domain. Partial minutes or intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Period. Downtime as part of Scheduled Maintenance will not be counted towards any Downtime Period.

  • "Error Rate" means the number of Valid Requests failing 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 that did not meet SLO that will be credited to future monthly bills of Customer
    99.0% - < 99.9% 10%
    95.0% - < 99.0% 25%
    < 95.0% 50%
  • "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.

  • "Scheduled Maintenance" is Downtime related to network, hardware, or software maintenance or upgrades. With respect to the Covered Service, Google will perform Scheduled Maintenance at its reasonable discretion.

  • "Valid Requests" are requests for the Covered Services that conform to the Documentation, and 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 the date and time the applicable Downtime 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.

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.

SLA Exclusions

The SLA does not apply to any: (a) features designated pre-general availability (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 applied by the system or listed in the Admin Console.