Cloud SQL 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 (each, a "Service Level Objective" or "SLO").
| Covered Service | Monthly Uptime Percentage |
|---|---|
|
Cloud SQL Enterprise Plus edition with high availability (HA) |
>=99.99% |
|
Cloud SQL Enterprise edition with high availability (HA) |
>=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 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 Cloud SQL Enterprise Plus edition with high availability enabled for MySQL, SQL Server and PostgreSQL, and Cloud SQL Enterprise edition with high availability enabled for MySQL, SQL Server, and PostgreSQL. Shared-core Instances and single-zone Instances are excluded from the Covered Service.
- "Downtime" means all Valid Requests to a Cloud SQL Instance with high availability fail.
- "Downtime Period" means one consecutive minute of Downtime. Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance will not be counted towards any Downtime Period for Cloud SQL Enterprise Plus edition for SQL Server and Cloud SQL Enterprise edition for MySQL, SQL Server and PostgreSQL.
- "Financial Credit" means the following for the Covered Services (except as otherwise set forth below):
For Cloud SQL Enterprise Plus edition with high availability (HA):
| Monthly Uptime Percentage | Percentage of monthly bill for the respective Covered Service which does not meet SLO that will be credited to future monthly bills of Customer |
|---|---|
|
99.0% - < 99.99% |
10% |
|
95.0% - < 99.0% |
25% |
|
< 95.0% |
100% |
For Cloud SQL Enterprise edition with high availability (HA):
| Monthly Uptime Percentage | Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of Customer |
|---|---|
|
99.0% - < 99.95% |
10% |
|
95.0% - < 99.0% |
25% |
|
< 95.0% |
50% |
- “Instance" means one virtual machine configuration environment of the 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 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, as described in the Documentation. We will perform scheduled maintenance only during a user-configurable maintenance window unless a user elects not to configure a maintenance window.
- "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 thirty 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 Cloud SQL Enterprise edition with high availability, and 100% of the amount due by Customer for Cloud SQL Enterprise Plus edition with high availability, 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), for example those listed in the Cloud SQL 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; (iv) that resulted from quotas listed in the Documentation; or (v) that resulted from Customer’s restart of an Instance.