Memorystore Service Level Agreement

Last modified: November 14, 2023

During the Term of the agreement under which Google has agreed to provide Google Cloud Platform to Customer (as applicable, the "Agreement"), the respective Covered Service will provide a Monthly Uptime Percentage to Customer (the "Service Level Objective" or "SLO") as follows:

Covered Service Monthly Uptime Percentage

Memorystore for Redis Cluster with High Availability (HA)

>=99.99%

Memorystore for Redis Standard Tier

>=99.9%

Memorystore for Memcached

>=99.9%

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 instance. 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 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.

Definitions

The following definitions apply to the SLA.

  • "Covered Service" means Memorystore for Redis Cluster with HA enabled, Memorystore Redis Standard Tier, and Memorystore for Memcached.
  • "Downtime" means i) with respect to Memorystore for Redis Cluster: all requests to the primary node of a shard fail; downtime is defined on a per shard basis for an instance, ii) with respect to Memorystore for Redis: all requests to a Standard Tier instance fail, and iii) with respect to Memorystore for Memcached: all requests fail on all the nodes in an instance, when nodes are distributed across two or more zones.
  • "Downtime Period" means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance for Memorystore for Redis Standard Tier and Memorystore for Memchached will not be counted towards any Downtime Period.
  • “Financial Credit” means the following for Memorystore for Redis Cluster with HA:
Monthly Uptime Percentage Percentage of monthly bill for the Covered Service that does not meet SLO that will be credited to future monthly bills of Customer

99.0%–< 99.99%

10%

95%–< 99.0%

25%

<95%

50%
  • "Monthly Uptime Percentage" means the following for Memorystore for Redis Cluster with HA: 100 percent minus the average Per Minute Downtime during the month. If Customer has been running a Memorystore for Redis Cluster instance for only part of the month, "Per Minute Downtime" is assumed to be 0 for the portion of the month that it was not running.
  • "Per Minute Downtime" means the percentage of shards of an instance with HA which experience Downtime in a given minute. Only shards which experience Downtime for an entire Downtime Period are eligible.
  • "Financial Credit" means the following for Memorystore for Redis Standard Tier and Memorystore for Memcached:
Monthly Uptime Percentage Percentage of monthly bill which does not meet SLO that will be credited to future monthly bills of Customer
99.0%–< 99.9% 10%
95%–< 99.0% 25%
<95% 50%
  • "Monthly Uptime Percentage" means the following for Memorystore for Redis Standard Tier and Memorystore for Memcached: 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 Period related to network, hardware, or software maintenance or upgrades. Scheduled maintenance will be performed at Google’s discretion.

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. If Customer does not comply with this requirement, Customer will forfeit its right to receive a Financial Credit.

Maximum Financial Credit

The maximum aggregate 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 applicable Covered Service that did not meet SLO for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Covered 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),  for example those listed in the Memorystore for Redis Cluster operational guidelines, (c) features or Services that have been deprecated, or (d) 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 Documentation.