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Last modified: October 4, 2016
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 with or without Google Cloud Router.
“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: October 4, 2016\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 Cloud Platform License Agreement or Google Cloud\nPlatform Reseller Agreement (as applicable, the \"Agreement\"),\nthe Covered Service will provide a Monthly Uptime Percentage to Customer of at\nleast 99.9% (the \"Service Level Objective\" or \"SLO\").\nIf Google does not meet the SLO, and if Customer meets its obligations under this SLA,\nCustomer will be eligible to receive the Financial Credits described below.\nThis SLA states Customer's sole and exclusive remedy for any failure by\nGoogle to meet the SLO. Capitalized terms used in this SLA, but not defined in\nthis SLA, have 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 Agreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means VPN tunnels under the Google managed VPN service with or without Google Cloud Router.\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 Financial Credits described above, Customer must\nnotify Google technical support within thirty days from the time Customer becomes\neligible to receive a Financial Credit. Customer must also provide Google with\nlog files showing Downtime Periods and the date and time they occurred. If Customer\ndoes not comply with these requirements, Customer will forfeit its right to receive\na Financial Credit. If a dispute arises with respect to this SLA, Google will make a\ndetermination in good faith based on its system logs, monitoring reports,\nconfiguration records, and other available information, which Google will make\navailable for auditing by Customer at Customer's request.\n\nMaximum Financial Credit\n------------------------\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 from Customer for the Covered Service\nfor the applicable month. Financial Credits will be made in the form of a monetary\ncredit applied to future use of the Covered Service and will be applied within\n60 days after the Financial Credit was requested.\n\nSLA Exclusions.\n---------------\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta (unless\notherwise set forth in the associated Documentation), (b) features excluded from\nthe SLA (in the associated Documentation), or (c) errors: (i) caused by\nfactors outside of Google's reasonable control; (ii) that resulted from\nCustomer's software or hardware or third party software or hardware, or\nboth; (iii) that resulted from abuses or other behaviors that violate the\nAgreement; or (iv) that resulted from quotas applied by the system and/or listed\nin the Admin Console.\n\n**Previous Versions**\n\n- [May 20, 2015](/network-connectivity/docs/vpn/sla-20150520)"]]
