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Last modified: May 20, 2015
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 at least 99.9% (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 VPN tunnels under the Google managed VPN service.
“Downtime”means a properly configured VPN tunnel under the Covered
Service is not able to serve any traffic directed to it.
“Downtime Period”means a period of 120
consecutive seconds of Downtime. Intermittent Downtime for a period
of less than 120 consecutive seconds will not be counted towards any
Downtime Periods.
“Financial Credit”means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the
Covered Service which does not meet SLO that will be credited to
future monthly bills of Customer
99% - <99.9%
25%
<99%
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.
Customer Must Request Financial Credit
In order to receive any of the
Financial Credits described above, Customer must notify Google
technical support within thirty days from the time Customer becomes
eligible to receive a Financial Credit. Customer must also provide Google with log files showing Downtime
Periods and the date and time they 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 from 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 Covered
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"]],[],[],[],null,["# Cloud VPN Service Level Agreement (SLA)\n\nLast modified: May 20, 2015\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/network-connectivity/docs/vpn/sla)\n\nDuring the Term of the Google\nCloud Platform License Agreement or Google Cloud Platform Reseller\nAgreement (as applicable, the \"Agreement\"), the Covered Service\nwill provide a Monthly Uptime Percentage to Customer\nof at least 99.9% (the \"Service Level Objective\" or \"SLO\").\nIf Google does not\nmeet the SLO, and if Customer meets its obligations under this SLA,\nCustomer will be eligible to receive the Financial Credits\ndescribed below. This SLA states Customer's sole and\nexclusive remedy for any failure by Google to meet the SLO.\nCapitalized terms used in this SLA, but not defined in this SLA,\nhave the meaning set forth in the Agreement. If the Agreement is\nthe Google Cloud Platform Reseller Agreement, then all references\nto \"Customer\" in this SLA mean \"Reseller,\" and any Financial\nCredit(s) will only apply for impacted Reseller order(s) under the\nAgreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means VPN tunnels under the Google managed VPN service.\n- **\"Downtime\"** means a properly configured VPN tunnel under the Covered Service is not able to serve any traffic directed to it.\n- **\"Downtime Period\"** means a period of 120 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 120 consecutive seconds will not be counted towards any Downtime Periods.\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\nCustomer Must Request Financial Credit\n--------------------------------------\n\nIn order to receive any of the\nFinancial Credits described above, Customer must notify Google\ntechnical support within thirty days from the time Customer becomes\neligible to receive a Financial Credit. Customer must also provide Google with log files showing Downtime\nPeriods and the date and time they occurred. If Customer does not\ncomply with these requirements, Customer will forfeit its right to\nreceive a Financial Credit. If a\ndispute arises with respect to this SLA, Google will make a\ndetermination in good faith based on its\nsystem logs, monitoring reports, configuration\nrecords, and other available information,\nwhich Google will make available for auditing by Customer at\nCustomer's request.\n\nMaximum Financial Credit\n------------------------\n\nThe aggregate maximum number of\nFinancial Credits to be issued by Google to Customer for any and\nall Downtime Periods that occur in a single billing month will not\nexceed 50% of the amount due from Customer for the Covered Service\nfor the applicable month. Financial Credits will be made in the\nform of a monetary credit applied to future use of the Covered\nService and will be\napplied within 60 days after the Financial Credit was\nrequested.\n\nSLA Exclusions.\n---------------\n\nThe SLA does not apply to any: (a)\nfeatures designated Alpha or Beta (unless otherwise set forth in\nthe associated Documentation), (b) features excluded from the SLA\n(in the associated Documentation), or (c) errors: (i) caused by\nfactors outside of Google's reasonable control; (ii) that\nresulted from Customer's software or hardware or third party\nsoftware or hardware, or both; (iii) that resulted from\nabuses or other\nbehaviors that violate the Agreement; or (iv) that resulted from\nquotas applied by the system and/or listed in the Admin\nConsole."]]
