Looker (Google Cloud core) 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 (the "Service Level Objective" or "SLO") as follows:

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.

• "Covered Service" means the Looker (Google Cloud core) Standard Edition, Enterprise Edition or Embed Product, as applicable. 
• “Downtime” means failure of a connection attempt to an Instance.
• "Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than one minute will not count towards any Downtime Periods. Downtime as part of Maintenance will not be counted towards any Downtime Period for the respective Covered Service.
• "Financial Credits" means the following: 
• for Standard Edition:

• for Enterprise Edition and Embed Product:

• “Instance" means one single configuration environment of the Service defined by a unique URL. 
• "Maintenance" is downtime related to network, hardware, or software maintenance or upgrades, as described further in the Documentation.
• "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.

In order to receive any of the Financial Credits described above, Customer must notify Looker (Google Cloud core) technical support for Looker (Google Cloud core) within 30 days from the time Customer becomes eligible to receive the Financial Credit. Customer must also provide Google with log files showing Downtime and the date and time they occured.If Customer does not comply with these requirements, Customer will forfeit the right to receive a Financial Credit.

The maximum aggregate number of Financial Credits to be issued by Google to Customer for all Downtime in a single billing month will not exceed 25% 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 monetary credit applied to future use of the Covered Service and may not be exchanged for, or converted to, monetary amounts, except for customers who are on Google’s monthly billing plan.

The SLA does not apply to the following: (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), (c) resources or Services for development, staging or other non-production usage, (d) use of the Covered Services that does not conform with the Documentation, or (e) 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.