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"):
Covered Service | Monthly Uptime Percentage |
Cluster in a single Zone with 5 to 32 nodes and FTT=2 or more | >= 99.99% |
Cluster in a single Zone with 3 or 4 nodes and FTT=1 | >= 99.9% |
Management Interfaces | >= 99.9% |
Covered Service
Monthly Uptime Percentage
Cluster in a single Zone with 5 to 32 nodes and FTT=2 or more
>= 99.99%
Cluster in a single Zone with 3 or 4 nodes and FTT=1
>= 99.9%
Management Interfaces
>= 99.9%
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:
Monthly Uptime Percentage | Percentage of monthly bill for the respective Covered Service in the Zone affected that did not meet SLO that will be credited to future monthly bills of Customer |
99.0% - < 99.99% | 10% |
95.0% - < 99.00% | 25% |
< 95.00% | 50% |
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service in the Zone affected that did not meet SLO that will be credited to future monthly bills of Customer
99.0% - < 99.99%
10%
95.0% - < 99.00%
25%
< 95.00%
50%
Monthly Uptime Percentage | Percentage of monthly bill for the respective Covered Service in the Zone affected that did not meet SLO that will be credited to future monthly bills of Customer |
99.0% - < 99.9% | 10% |
< 99.0% | 25% |
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service in the Zone affected that did not meet SLO that will be credited to future monthly bills of Customer
99.0% - < 99.9%
10%
< 99.0%
25%
Monthly Uptime Percentage | Percentage of monthly bill for the respective Covered Service(s) in the Region affected that did not meet SLO that will be credited to future monthly bills of Customer |
99.0% - < 99.9% | 5% |
< 99.0% | 15% |
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service(s) in the Region affected that did not meet SLO that will be credited to future monthly bills of Customer
99.0% - < 99.9%
5%
< 99.0%
15%
Financial Credit for the Management Interface applies to the entire Private Cloud.
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.