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Last modified: January 13, 2020
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 of at least 99.99%
(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 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:
Instances hosted as part of the Compute Engine Service.
Load balancing as part of the Compute Engine Service.
“Downtime”means:
For virtual machine instances: Loss of external connectivity or persistent
disk access for all running Instances, when Instances are placed across
two or more Zones in the same 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 (i)
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; or (ii)Network Service Tiers - Standard
Tierfailing to serve traffic.
“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.
Percentage of monthly bill for the respective Covered Service in the Region affected which did not meet SLO that will be credited to future monthly bills of Customer
99.00% - < 99.99%
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\u003eThe Covered Service, which includes Compute Engine instances and load balancing, aims for a Monthly Uptime Percentage of at least 99.99%.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as the loss of external connectivity or persistent disk access for running instances across two or more zones in the same region, or loss of external connectivity for load balancing.\u003c/p\u003e\n"],["\u003cp\u003eFinancial Credits, ranging from 10% to 50% of the monthly bill for the affected service, are available if the Monthly Uptime Percentage falls below 99.99%, based on specific thresholds.\u003c/p\u003e\n"],["\u003cp\u003eCustomers must notify Google technical support within 30 days of becoming eligible for a Financial Credit and provide server log files showing loss of connectivity errors.\u003c/p\u003e\n"],["\u003cp\u003eThe SLA does not apply to Alpha or Beta features, features excluded from the SLA, or errors caused by factors outside of Google's control, customer-related issues, abuses of the Agreement, or system-applied quotas.\u003c/p\u003e\n"]]],[],null,["# Compute Engine Service Level Agreement (SLA)\n\nLast modified: January 13, 2020\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 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 of at least 99.99% (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 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.\n\n\u003cbr /\u003e\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means:\n\n - Instances hosted as part of the Compute Engine Service.\n - Load balancing as part of the Compute Engine Service.\n- **\"Downtime\"** means:\n\n - For virtual machine instances: Loss of external connectivity or persistent disk access for all running Instances, when Instances are placed across two or more Zones in the same 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 (i)\n the 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; or (ii) [Network Service Tiers - Standard\n Tier](/network-tiers/docs/overview) failing to serve traffic.\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- **\"Region\"** means the applicable region described at\n [https://cloud.google.com/compute/docs/regions-zones/](/compute/docs/regions-zones),\n as may be updated by Google from time to time.\n\n- **\"Zone\"** means the applicable zone described at\n [https://cloud.google.com/compute/docs/regions-zones/](/compute/docs/regions-zones),\n as may be updated by Google from time to time.\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."]]
