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 |
Multi-Zone Memorystore for Redis Cluster with High Availability (HA) | >=99.99% |
Single-Zone Memorystore for Redis Cluster with High Availability (HA) | >=99.9% |
Memorystore for Redis Standard Tier | >=99.9% |
Memorystore for Memcached | >=99.9% |
Covered Service
Monthly Uptime Percentage
Multi-Zone Memorystore for Redis Cluster with High Availability (HA)
>=99.99%
Single-Zone Memorystore for Redis Cluster with High Availability (HA)
>=99.9%
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.
The following definitions apply to the SLA.
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
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 | Percentage of monthly bill which does not meet SLO (and for Single-Zone Memorystore for Redis Cluster with HA, in the Zone) affected that will be credited to future monthly bills of Customer |
99.0%–< 99.9% | 10% |
95%–< 99.0% | 25% |
<95% | 50% |
Monthly Uptime Percentage
Percentage of monthly bill which does not meet SLO (and for Single-Zone Memorystore for Redis Cluster with HA, in the Zone) affected that will be credited to future monthly bills of Customer
99.0%–< 99.9%
10%
95%–< 99.0%
25%
<95%
50%
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.
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.
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.