Network Connectivity Center Service Level Agreement (SLA)

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 Network Connectivity Center 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:

• "Covered Service" means Network Connectivity Center. 
• "Downtime" means a properly-configured Network Connectivity Center hub is unable to serve any data transfer traffic over two properly-configured spokes between a pair of Regions (i.e., an inter-region transfer).
• "Downtime Period" means a period of two or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than two consecutive minutes will not be counted towards any Downtime Periods.
• "Financial Credit" means the following for the Covered Service:

• "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 the month, divided by the total number of minutes in the month.
•  "Region" means a region identified at https://cloud.google.com/about/locations.

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. Failure to comply with this requirement will forfeit Customer's 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 stated 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 Documentation or Admin Console.