Last modified: February 4, 2022
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 as follows (the "Service Level Objective" or "SLO") for use within the applicable Capacity Allotment:
| Covered Service | Monthly Uptime Percentage |
|---|---|
| Media CDN On-demand | >=99.95% |
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 Project. 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:
"Capacity Allotment" means:
- For the Media CDN On-demand service, a maximum egress throughput equal to three times Customer's average egress throughput (per second) over the most recent 30 days.
"Covered Service" means Media CDN On-demand.
"Downtime" means more than a 5% Error Rate. Downtime is measured based on server side Error Rate(s). Downtime does not include Covered Service errors associated with peak egress throughput of more than the applicable Capacity Allotment.
"Downtime Period" means:
- For the Media CDN On-demand service, a period of five or more consecutive minutes of Downtime with a minimum of 60 Valid Requests per minute.
- Partial minutes will not count 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," "Unknown," or "Unavailable" divided by the total number of Valid Requests during that period. Repeated identical requests from the same IP address do not count toward the Error Rate.
"Financial Credit" means the following for the Media CDN On-demand service:
Monthly Uptime Percentage Percentage of monthly bill for the Covered Service that does not meet SLO that will be credited to Customer's future monthly bills 99.0% to < 99.95% 10% 95.0% to < 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 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with the date and time Downtime occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.
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 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); 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.