Cloud Spanner Service Level Agreement (SLA)

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 as follows (the "Service Level Objective" or "SLO"):

Cloud Regions (excluding Mexico)

Cloud Region - Mexico

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 per Region. 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 given to them 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:

• "Back-off Requirements" means, when an error occurs, the Customer Application is responsible for waiting for a period of time before retrying the request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
• "Covered Service" means Cloud Spanner.
• "Downtime" means, with respect to any Cloud Spanner instance, more than a five percent Error Rate for the instance. Downtime is measured based on server-side Error Rate.
• "Downtime Period" means a period of five consecutive minutes of Downtime with a minimum of 60 requests per minute. Intermittent Downtime for a period of less than five minutes will not be counted 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 do not count towards the Error Rate unless they conform to the Back-off Requirements.
• "Financial Credit" means the following for Cloud Spanner Multi-Regional or Dual-Regional instances in Cloud Regions, including Cloud Region - Mexico:

• "Financial Credit" means the following for Cloud Spanner Regional instances in Cloud Regions (excluding Mexico):

• "Financial Credit" means the following for Cloud Spanner Regional instances in Cloud Region - Mexico:

• "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.
• "Region" means the applicable region identified at https://cloud.google.com/about/locations.
• "Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-error response.

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 issued by Google to Customer for all Downtime Periods in a single billing month will not exceed 50% of the amount due from 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 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 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.