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Last modified: November 30, 2017
During the Term of the Google Compute Engine License Agreement, Google Cloud
Platform License Agreement, or Google Cloud Platform Reseller Agreement
(as applicable, the "Agreement"), the Covered Service will provide a
Monthly Uptime Percentage to Customer of at least 99.95%
(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. 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 is the Google Cloud Platform
Reseller Agreement, then all references to Customer in this SLA mean Reseller,
and any Financial Credit(s) will only apply for impacted Reseller order(s)
under the Agreement.
Definitions
The following definitions apply to the SLA:
“Covered Service”means:
Affected Instances hosted as part of the Google Compute Engine Service.
Load balancing as part of the Google Compute Engine Service.
“Downtime”means:
For Instances: Loss of external connectivity or persistent disk access for
all running Instances that are hosted across two or more zones in the same
region combined with the inability to launch replacement Instances in any
zone in that region.
For load balancing: Loss of external connectivity
(via the external IP addresses associated with load balancing forwarding
rules with all Healthy Backend Instances) due to the failure of Google’s
systems.
Downtime does not include loss of external connectivity as a result of the
Google managed VPN service failing to serve traffic directed to VPN
tunnels under that service. That sort of downtime is addressed exclusively
in the VPN SLA.
“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 be counted towards any Downtime Periods.
“Financial Credit”means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service which
does not meet SLO that will be credited to future monthly
bills of Customer
99.00% - < 99.95%
10%
95.00% - < 99.00%
25%
< 95.00%
50%
“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.
“Healthy Backend Instances”means Instances that are
responding affirmatively to load balancing health checks.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer mustnotify
Google technical supportwithin thirty 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 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. If a dispute
arises with respect to this SLA, Google will make a determination in good faith
based on its system logs, monitoring reports, configuration records, and other
available information, which Google will make available for auditing by Customer
at Customer’s request.
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 Alpha or Beta
(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; or (iv) that resulted from quotas applied by the system
and/or listed in the Admin Console.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[[["\u003cp\u003eThis document outlines the Service Level Agreement (SLA) for Google Compute Engine, ensuring a Monthly Uptime Percentage of at least 99.95%.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as the loss of external connectivity or persistent disk access for running Instances across multiple zones, or loss of external connectivity for load balancing.\u003c/p\u003e\n"],["\u003cp\u003eCustomers experiencing less than the 99.95% Monthly Uptime Percentage are eligible for Financial Credits, ranging from 10% to 50% of their monthly bill depending on the extent of the downtime.\u003c/p\u003e\n"],["\u003cp\u003eTo claim Financial Credits, customers must notify Google technical support within 30 days and provide server logs demonstrating the downtime.\u003c/p\u003e\n"],["\u003cp\u003eThe SLA exclusions cover features in Alpha or Beta, errors caused by external factors, customer's software/hardware or third-party software/hardware, abuses of agreement, or applied quotas.\u003c/p\u003e\n"]]],[],null,["# Compute Engine Service Level Agreement (SLA)\n\nLast modified: November 30, 2017\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/compute/sla)\nDuring the Term of the Google Compute Engine License Agreement, Google Cloud Platform License Agreement, or Google Cloud Platform Reseller Agreement (as applicable, the \"Agreement \"), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (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. 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 is the Google Cloud Platform Reseller Agreement, then all references to Customer in this SLA mean Reseller, and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.\n\n\u003cbr /\u003e\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means:\n\n - Affected Instances hosted as part of the Google Compute Engine Service.\n - Load balancing as part of the Google Compute Engine Service.\n- **\"Downtime\"** means:\n\n - For Instances: Loss of external connectivity or persistent disk access for all running Instances that are hosted across two or more zones in the same region combined with the inability to launch replacement Instances in any zone in that region.\n - For load balancing: Loss of external connectivity\n (via the external IP addresses associated with load balancing forwarding\n rules with all Healthy Backend Instances) due to the failure of Google's\n systems.\n\n - Downtime does not include loss of external connectivity as a result of the\n Google managed VPN service failing to serve traffic directed to VPN\n tunnels under that service. That sort of downtime is addressed exclusively\n in the VPN SLA.\n\n- **\"Downtime Period\"** means a period of one or more consecutive\n minutes of Downtime. Partial minutes or Intermittent Downtime for a period\n of less than one minute will not be counted towards any Downtime Periods.\n\n- **\"Financial Credit\"** means the following:\n\n \u003cbr /\u003e\n\n- **\"Monthly Uptime Percentage\"** means total number of minutes in\n a month, minus the number of minutes of Downtime suffered from all Downtime\n Periods in a month, divided by the total number of minutes in a month.\n\n- **\"Healthy Backend Instances\"** means Instances that are\n responding affirmatively to load balancing health checks.\n\nCustomer Must Request Financial Credit\n\nIn order to receive any of the Financial Credits described above, Customer must\n[notify\nGoogle technical support](https://support.google.com/cloud/contact/cloud_platform_sla) within thirty days from the time Customer becomes\neligible to receive a Financial Credit. Customer must also provide Google with\nserver log files showing loss of external connectivity errors and the date and\ntime those errors occurred. If Customer does not comply with these requirements,\nCustomer will forfeit its right to receive a Financial Credit. If a dispute\narises with respect to this SLA, Google will make a determination in good faith\nbased on its system logs, monitoring reports, configuration records, and other\navailable information, which Google will make available for auditing by Customer\nat Customer's request.\n\nMaximum Financial Credit\n\nThe aggregate maximum number of Financial Credits to be issued by Google to\nCustomer for any and all Downtime Periods that occur in a single billing month\nwill not exceed 50% of the amount due by Customer for the Covered Service for\nthe applicable month. Financial Credits will be made in the form of a monetary\ncredit applied to future use of the Service and will be applied within 60 days\nafter the Financial Credit was requested.\n\nSLA Exclusions\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta\n(unless otherwise set forth in the associated Documentation),\n(b) features excluded from the SLA (in the associated Documentation),\nor (c) errors: (i) caused by factors outside of Google's reasonable control;\n(ii) that resulted from Customer's software or hardware or third party software\nor hardware, or both; (iii) that resulted from abuses or other behaviors that\nviolate the Agreement; or (iv) that resulted from quotas applied by the system\nand/or listed in the Admin Console."]]
