Cloud Key Management Service (Cloud KMS) and Cloud HSM Service Level Agreement (SLA)
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Last modified: December 14, 2018
During the term of the 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 99.5% for
Encrypt, Decrypt, and Sign operations (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 meanings given to them 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 Services"mean Cloud Key Management Service and Cloud HSM.
"Downtime"means more than a ten percent Error Rate.
"Downtime Period"means a period of five consecutive minutes of Downtime in which at least ten Valid Requests
are issued. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
"Error Rate"over a time period means, solely with respect to Encrypt, Decrypt, and Sign operations in the Covered
Service, the number of Valid Requests that either result in a response with HTTP Status Code in the 500-range, or do
not result in a valid response within ten seconds from Google's receipt of the request, divided by the total number
of Valid Requests during that period. Error Rate is determined by Google's server side health monitoring.
"Financial Credit"means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the Covered Services which does not meet SLO that will be credited to future monthly bills of Customer
99.0% - < 99.5%
10%
95.0% - < 99.0%
25%
< 95.0%
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.
"Valid Requests"are requests that conform to the Documentation, and that would normally result in a non-error response.
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 log files showing Downtime with
respect to Encrypt, Decrypt, and/or Sign operations from the Covered Services and
the date and time they occurred. Failure to comply with this requirement will
forfeit Customer's right to receive a Financial Credit.
Maximum financial credit
The maximum aggregate number of Financial Credits issued by Google to
Customer for all Downtime Periods that occur in a single billing month
will not exceed 50% of the amount due from Customer for the Covered Services for
the applicable month. Financial Credits will be made in the form of a monetary
credit applied to future use of the Covered Services 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 stated 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"]],[],[],[],null,["# Cloud Key Management Service (Cloud KMS) and Cloud HSM Service Level Agreement (SLA)\n\nLast modified: December 14, 2018\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/kms/sla)\nDuring the term of the 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 99.5% for Encrypt, Decrypt, and Sign operations (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 meanings given to them 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\n#### Definitions\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Services\"** mean Cloud Key Management Service and Cloud HSM.\n- **\"Downtime\"** means more than a ten percent Error Rate.\n- **\"Downtime Period\"** means a period of five consecutive minutes of Downtime in which at least ten Valid Requests are issued. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.\n- **\"Error Rate\"** over a time period means, solely with respect to Encrypt, Decrypt, and Sign operations in the Covered Service, the number of Valid Requests that either result in a response with HTTP Status Code in the 500-range, or do not result in a valid response within ten seconds from Google's receipt of the request, divided by the total number of Valid Requests during that period. Error Rate is determined by Google's server side health monitoring.\n- **\"Financial Credit\"** means the following:\n\n- **\"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.\n- **\"Valid Requests\"** are requests that conform to the Documentation, and that would normally result in a non-error response.\n\n\u003cbr /\u003e\n\n#### Customer must request financial credit\n\nIn order to receive any of the Financial Credits described above, Customer must\n[notify Google technical\nsupport](https://support.google.com/cloud/contact/cloud_platform_sla) within\nthirty days from the time Customer becomes eligible to receive a Financial\nCredit. Customer must also provide Google with log files showing Downtime with\nrespect to Encrypt, Decrypt, and/or Sign operations from the Covered Services and\nthe date and time they occurred. Failure to comply with this requirement will\nforfeit Customer's right to receive a Financial Credit.\n\n#### Maximum financial credit\n\nThe maximum aggregate number of Financial Credits issued by Google to\nCustomer for all Downtime Periods that occur in a single billing month\nwill not exceed 50% of the amount due from Customer for the Covered Services for\nthe applicable month. Financial Credits will be made in the form of a monetary\ncredit applied to future use of the Covered Services and will be applied within\n60 days after the Financial Credit was requested.\n\n#### SLA exclusions\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta (unless\notherwise stated in the associated Documentation), (b) features excluded from\nthe SLA (in the associated Documentation), or (c) errors: (i) caused by factors\noutside of Google's reasonable control; (ii) that resulted from Customer's\nsoftware or hardware or third party software or hardware, or both; (iii) that\nresulted from abuses or other behaviors that violate the Agreement; or (iv) that\nresulted from quotas applied by the system and/or listed in the Admin Console."]]
