Google Cloud VMware Engine 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 Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the "Service Level Objective" or "SLO"):

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 Private Cloud. 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 Clusters or Management Interfaces (with at least 3 HCI nodes in the management cluster) of Google Cloud VMware Engine.
• "Cluster" means a deployment of 3 or more dedicated bare metal nodes running VMware ESXi and associated networking managed via Management Interfaces. A cluster can have both HCI nodes and Storage Only Nodes. A cluster with 3 or 4 total nodes must have a minimum of 2 HCI nodes and a cluster with greater than 5 total nodes must have a minimum of 3 HCI Nodes.
• "Downtime" means:
• For Management Interfaces: Customer is unable to log into VMware Virtual Center or VMware NSX Manager due to the failure of Google's systems.
• For a Cluster: loss of intra-cluster connectivity or disk access for all running virtual machines in the Cluster due to the failure of Google's systems.
• Downtime does not include loss of external connectivity as a result of (i) the Google managed VPN service failing (addressed exclusively in the Cloud VPN SLA); (ii) the Google managed Dedicated Interconnect or Partner Interconnect failing (addressed exclusively in the Interconnect SLA); or (iii) Network Service Tiers - Standard Tier failing to serve traffic.
• Downtime is measured from the time that the connectivity, disk access, or login access is lost until the time that the connectivity, disk access, or login access is restored as reasonably determined by Google.
• Downtime does not include scheduled maintenance or emergency maintenance to address security vulnerabilities.
• To qualify for Downtime, the datastore used by a Cluster must have a minimum of 20% of available space (as described in the vSAN storage guide).
• To qualify for Downtime, Customer must not exceed the limitations of the infrastructure (such as compute or memory utilization, network bandwidth, IOPS, etc.) in a manner that prevents Google from meeting the Service Level Objective.
• Downtime may not arise from an action that can only be performed with Elevated Privileges or using solution users.
• Downtime does not include the time spent by Customer Care awaiting customer approval and privilege escalation in the event “Enhanced Service Controls” are used.
• Downtime does not include unavailability of any Private Cloud Cluster or Management Interface while external storage is mounted as a datastore to any host in any Cluster within that Private Cloud.
• "Downtime Period" means a period of four or more consecutive minutes of Downtime. Partial minutes or Downtime for a period of less than four minutes will not be counted towards any Downtime Periods.
• "Elevated Privilege" means temporarily running with additional privileges that are required to perform particular tasks such as configuration of identity sources, user management, deletion of a distributed port group, installing third-party software, and creating service accounts.
• "Financial Credit" means the following for a Cluster in a single Zone with 5 to 32 nodes and FTT=2 or more:

• "Financial Credit" means the following for a Cluster in a single Zone with 3 or 4 nodes and FTT=1:

• "Financial Credit" means the following for the Management Interfaces:

Financial Credit for the Management Interface applies to the entire Private Cloud.

• "Failures To Tolerate" or "FTT" means the vSAN storage policy configuration that controls the number of node failures that can occur before data may be lost. A setting of FTT=1 means the data is replicated to at least two machines and the loss of a single machine should not result in data being lost. A setting of FTT=2 means that data is replicated to at least three machines and therefore the loss of two machines concurrently should not result in data being lost.
• "HCI (hyper-converged infrastructure) nodes" are dedicated bare metal nodes that contribute both compute cores and storage to a cluster.
• "Management Interfaces" means the VMware Virtual Center and VMware NSX Manager. These Management Interfaces are not part of the Google Cloud Platform Admin Console.
• "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.
• "Private Cloud" means a deployment of one or more Clusters and associated virtualized compute, storage, and networking components.
• "Region" means the applicable region described at https://cloud.google.com/compute/docs/regions-zones/, as may be updated by Google from time to time.
• "Storage Only Nodes" are dedicated bare metal nodes that contribute only storage to a cluster. Customers are not allowed to run VMs on these nodes.
• "Zone" means the applicable zone described at https://cloud.google.com/compute/docs/regions-zones/, as may be updated by Google from time to time.

Customer Must Request Financial Credit

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. Customer must also provide Google with server log files showing loss of external connectivity errors or disk access errors and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its 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 the 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.

SLA Exclusions

The SLA does not apply to any (a) features designated pre-general availability (unless otherwise set forth in the associated Documentation); (b) features 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; (iv) that resulted from quotas applied by the system or listed in the Admin Console; or (v) associated with a Private Cloud while an external storage datastore is mounted to any hosts in any Cluster in that Private Cloud.