Managed Service for Apache Kafka Service Level Agreement

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.

The following definitions apply to the SLA:

• "Covered Service" means the clusters, location, and operation management methods of the Managed Service for Apache Kafka. Operations for interacting with topics and consumer groups in a specific cluster are excluded. 
• "Downtime" means more than a 50 percent Error Rate. 
• "Downtime Period" means a period of 10 or more consecutive minutes of Downtime. Downtime for a period of less than ten 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 500 and Code “Internal Error” divided by the total number of Valid Requests during that period, subject to a minimum of 10 Valid Requests during a 10 minute measurement period. Requests that create long running operations (LROs), such as cluster create and update methods, are considered successful if the LRO is created. Failure of a successfully created LRO does not contribute to the Error Rate.
• "Financial Credit" means the following for the Covered Service

• "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.
• "Valid Requests" are requests that conform to the Documentation and 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. Customer must also provide Google with Google Cloud Monitoring metrics showing Downtime and the date and time it occurred. 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 to be issued by Google to Customer for all Downtime Periods in a single billing month will not exceed 50% of the amount due by Customer for the 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 Covered 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 Documentation.