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Google is committed to advancing
racial equity for Black
communities. See how.
Last modified: June 18, 2018
During the Term of Customer’s Google Maps Core License
Agreement or Google Cloud & Google for Education
Commercial Partner Program Agreement (formerly the Google
for Work & Google for Education Commercial Partner
Program Agreement) (the "Agreement"), for any of the Covered
Services, Google will use reasonable commercial efforts to
provide to Customer a Monthly Uptime Percentage of at least
99.9% for each Covered Service (the "Service Level
Objective" or "SLO"). Capitalized terms not defined in this
SLA will have the meanings given to them in the Agreement.
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. If the Agreement is the Google
Cloud & Google for Education Commercial Partner Program
Agreement, then all references to "Customer" in this SLA
mean "Partner", and any Financial Credit(s) will only apply
for the impacted Partner order(s) under the Agreement.
Customer Must Request
Financial Credit
In order to receive a Financial Credit, Customer
must notify Google technical support
within
30 days from the time Customer becomes eligible to receive a
Financial Credit, for each individual Covered Service. If
Customer does not comply with this requirement, Customer will
forfeit its right to receive a Financial Credit.
When requesting Financial Credit, Customer must provide Google
with date and time information regarding the Downtime for a
specific Covered Service. Customer acknowledges and agrees
that Google will assess and determine whether the specified
Covered Service failed to meet the SLO, and that Financial
Credits are eligible. If a dispute arises with respect to
this SLA, Google will make a determination in good faith based
on the available information, which Google may 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 calendar 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 Early
Access ("Trusted Tester"), Alpha, or Beta (unless otherwise set
forth in the associated Documentation or if the controlling
Agreement specifically states the SLA applies); (b) features or
Services excluded from this SLA (as stated in the associated
Documentation); or (c) performance issues or errors: (i) caused
by factors outside of Google's reasonable control; (ii) that
resulted from any actions or inactions of Customer or any third
parties; (iii) that resulted from Customer's or a third party’s
software or hardware; (iv) that resulted from abuses or other
behaviors that violate the Agreement; (v) that resulted from
quotas applied by the system or listed in the Admin Console; or
(vi) that resulted from Customer use of the Covered Service
inconsistent with the Documentation, including but not limited
to invalid requests, unauthorized use, or inaccessible data.
Definitions
The following definitions apply to this SLA:
“Covered Service” means the following Google Maps Platform
Services:
Directions API
Distance Matrix API
Elevation API
Geocoding API
Geolocation API
Maps JavaScript API
Maps SDK for Android
Maps SDK for iOS
Maps Static API
Places API
Places SDK for Android
Places SDK for iOS
Roads API
Street View Static API
Time Zone API
"Downtime" means the average server-side response time for
a Valid Request is greater than three seconds. Downtime is
measured for each Covered Service based on the global
server-side response time thresholds.
"Downtime Period" means a period of ten consecutive
minutes of Downtime, for any individual Covered Service.
Intermittent Downtime for a period of less than ten minutes, for
any individual Covered Service, will not be counted towards any
Downtime Periods. Downtime as part of Scheduled Maintenance, for
any individual Covered Service, will not be counted towards any
Downtime Periods. Downtime Periods that occur for any one
individual Covered Service will not apply to any other Covered
Service Downtime Periods.
"Financial Credit" means the following:
"Monthly Uptime Percentage" means the total number of
minutes in a calendar month minus the number of minutes of
Downtime suffered from all Downtime Periods in a calendar month,
divided by the total number of minutes in a calendar month.
"Scheduled Downtime" means those times where Google
notifies Customers of periods of Downtime seven days prior to
the commencement of such Downtime. There will be no more than
twelve hours of Scheduled Downtime per calendar year. Scheduled
Downtime is not considered Downtime for purposes of this SLA,
and will not be counted towards any Downtime Periods.
"Valid Requests" are requests to the Services that conform to
the Documentation, and that would normally result in a non-Error
response.
[[["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,["# Google Maps Platform Service Level Agreement\n\nGoogle is committed to advancing racial equity for Black communities. [See how.](https://google.com/racialequity) \n- [Back to Google Cloud Terms Directory](https://cloud.google.com/product-terms)\n- \n- Current \n\nGoogle Maps Platform Service Level Agreement (SLA)\n==================================================\n\nLast modified: June 18, 2018\nThis is not the current version of this document and is provided for archival purposes. [View the current version](/maps-platform/terms/sla) \nDuring the Term of Customer's Google Maps Core License\nAgreement or Google Cloud \\& Google for Education\nCommercial Partner Program Agreement (formerly the Google\nfor Work \\& Google for Education Commercial Partner\nProgram Agreement) (the \"Agreement\"), for any of the Covered\nServices, Google will use reasonable commercial efforts to\nprovide to Customer a Monthly Uptime Percentage of at least\n99.9% for each Covered Service (the \"Service Level\nObjective\" or \"SLO\"). Capitalized terms not defined in this\nSLA will have the meanings given to them in the Agreement.\n\nIf Google does not meet the SLO, and if Customer meets its\nobligations under this SLA, Customer will be eligible to\nreceive the Financial Credits described below. This SLA\nstates Customer's sole and exclusive remedy for any failure\nby Google to meet the SLO. If the Agreement is the Google\nCloud \\& Google for Education Commercial Partner Program\nAgreement, then all references to \"Customer\" in this SLA\nmean \"Partner\", and any Financial Credit(s) will only apply\nfor the impacted Partner order(s) under the Agreement. \n\n#### Customer Must Request\nFinancial Credit\n\nIn order to receive a Financial Credit, Customer\nmust [notify Google technical support](https://developers.google.com/maps/support) within\n30 days from the time Customer becomes eligible to receive a\nFinancial Credit, for each individual Covered Service. If\nCustomer does not comply with this requirement, Customer will\nforfeit its right to receive a Financial Credit.\n\nWhen requesting Financial Credit, Customer must provide Google\nwith date and time information regarding the Downtime for a\nspecific Covered Service. Customer acknowledges and agrees\nthat Google will assess and determine whether the specified\nCovered Service failed to meet the SLO, and that Financial\nCredits are eligible. If a dispute arises with respect to\nthis SLA, Google will make a determination in good faith based\non the available information, which Google may make available\nfor auditing by Customer at Customer's request. \n\n#### Maximum Financial Credit.\n\nThe aggregate maximum number of Financial Credits to be issued\nby Google to Customer for any and all Downtime Periods that\noccur in a single calendar month will not exceed 50% of the\namount due by Customer for the Covered Service for the\napplicable month. Financial Credits will be made in the form of\na monetary credit applied to future use of the Service and will\nbe applied within 60 days after the Financial Credit was\nrequested. \n\n#### SLA Exclusions.\n\nThe SLA does not apply to any (a) features designated Early\nAccess (\"Trusted Tester\"), Alpha, or Beta (unless otherwise set\nforth in the associated Documentation or if the controlling\nAgreement specifically states the SLA applies); (b) features or\nServices excluded from this SLA (as stated in the associated\nDocumentation); or (c) performance issues or errors: (i) caused\nby factors outside of Google's reasonable control; (ii) that\nresulted from any actions or inactions of Customer or any third\nparties; (iii) that resulted from Customer's or a third party's\nsoftware or hardware; (iv) that resulted from abuses or other\nbehaviors that violate the Agreement; (v) that resulted from\nquotas applied by the system or listed in the Admin Console; or\n(vi) that resulted from Customer use of the Covered Service\ninconsistent with the Documentation, including but not limited\nto invalid requests, unauthorized use, or inaccessible data. \n\n#### Definitions\n\nThe following definitions apply to this SLA:\n\n\"Covered Service\" means the following Google Maps Platform\nServices:\n\nDirections API\n\nDistance Matrix API\n\nElevation API\n\nGeocoding API\n\nGeolocation API\n\nMaps JavaScript API\n\nMaps SDK for Android\n\nMaps SDK for iOS\n\nMaps Static API\n\nPlaces API\n\nPlaces SDK for Android\n\nPlaces SDK for iOS\n\nRoads API\n\nStreet View Static API\n\nTime Zone API\n\n\"Downtime\" means the average server-side response time for\na Valid Request is greater than three seconds. Downtime is\nmeasured for each Covered Service based on the global\nserver-side response time thresholds.\n\n\"Downtime Period\" means a period of ten consecutive\nminutes of Downtime, for any individual Covered Service.\nIntermittent Downtime for a period of less than ten minutes, for\nany individual Covered Service, will not be counted towards any\nDowntime Periods. Downtime as part of Scheduled Maintenance, for\nany individual Covered Service, will not be counted towards any\nDowntime Periods. Downtime Periods that occur for any one\nindividual Covered Service will not apply to any other Covered\nService Downtime Periods.\n\n\"Financial Credit\" means the following:\n\n\u003cbr /\u003e\n\n\u003cbr /\u003e\n\n\"Monthly Uptime Percentage\" means the total number of\nminutes in a calendar month minus the number of minutes of\nDowntime suffered from all Downtime Periods in a calendar month,\ndivided by the total number of minutes in a calendar month.\n\n\"Scheduled Downtime\" means those times where Google\nnotifies Customers of periods of Downtime seven days prior to\nthe commencement of such Downtime. There will be no more than\ntwelve hours of Scheduled Downtime per calendar year. Scheduled\nDowntime is not considered Downtime for purposes of this SLA,\nand will not be counted towards any Downtime Periods.\n\n\"Valid Requests\" are requests to the Services that conform to\nthe Documentation, and that would normally result in a non-Error\nresponse."]]
