Cloud Storage Service Level Agreement (SLA)

Cloud Region - Mexico

The turbo replication feature will provide the following Service Level Objectives:

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, Monthly Replication Time Conformance, Monthly Replication Volume Conformance, and Financial Credit are determined on a calendar month basis per Project per Region or, with respect to the turbo replication feature, per Cloud Storage bucket. 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:

• "Back-off Requirements" means, when an error occurs, the Application is responsible for waiting for a period of time before issuing another 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.
• "Bad RPO Minute" means each minute where there are outstanding replications taking longer than 15 minutes for the turbo replication feature to complete.
• "Covered Service" means Cloud Storage.
• "Error Rate" means the number of Valid Requests that result in a response with an HTTP Status in the 500 range divided by the total number of Valid Requests during the applicable period, represented as a percentage. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
• "Financial Credit" means the following for the Standard storage class in a multi-region or dual-region location of Cloud Storage in Cloud Regions (excluding Mexico):

• "Financial Credit" means the following for the Standard storage class in a Cloud regional location of Cloud Storage, and the Nearline, Coldline, or Archive storage class in a multi-region or dual-region location of Cloud Storage in Cloud Regions (excluding Mexico):

• "Financial Credit" means the following for the Nearline, Coldline, or Archive storage class in a Cloud regional location of Cloud Storage, and Durable Reduced Availability storage class in any location of Cloud Storage (including Mexico):

• "Financial Credit" means the following for the Standard storage class in a multi-region or dual-region location of Cloud Storage in Cloud Region - Mexico:

• "Financial Credit" means the following for the Standard storage class in a Cloud regional location of Cloud Storage, and the Nearline, Coldline, or Archive storage class in a multi-region or dual-region location of Cloud Storage in Cloud Region - Mexico:

• "Financial Credit" means the following for the Nearline, Coldline, or Archive storage class in Cloud Region - Mexico location of Cloud Storage:

• "Financial Credit" means the following for a Cloud Storage bucket for which the turbo replication feature has been activated for the entire calendar month:

*If both a Monthly Uptime Percentage SLO and turbo replication SLO are affected in a given month within the same Project, then Customer will only be entitled to the greater of the two corresponding Financial Credits (not both).

• "Monthly Replication Time Conformance" means 100% minus the percentage of Bad RPO Minutes during the calendar month.
• "Monthly Replication Volume Conformance" means 100% minus the percentage of applicable Cloud Storage objects in the calendar month that the turbo replication feature did not replicate within 15 minutes.
• "Monthly Uptime Percentage" means 100%, minus the average of Error Rates measured over each five minute period during the calendar 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 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.

The aggregate maximum number of Financial Credits to be issued by Google to Customer in a single billing month will not exceed 50% of the amount due by Customer for the applicable 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.

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); 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 listed in the Admin Console.