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Google Cloud Armor Service Level Agreement
Last modified: March 30, 2020
During the Term of the agreement under which Google has
agreed to provide Google Cloud 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
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:
-
"Monthly Uptime Percentage" means the
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 well formed
Layer 7 requests (a) destined to a Backend Service with an
enabled Google Cloud Armor security policy, (b) that conform
to the Documentation, and (c) that would normally result in
successful evaluation against the configured security
policy.
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 and the date and time it occurred.
Failure to comply with this requirement will forfeit Customer's
right to receive a Financial Credit.
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 applicable 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 or Services
designated pre-general availability (unless otherwise set forth
in the associated Documentation), (b) features or Services
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 or listed in the Admin Console or Documentation.
[[["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\u003eGoogle Cloud Armor offers a Service Level Objective (SLO) of at least 99.99% Monthly Uptime Percentage for the Covered Service.\u003c/p\u003e\n"],["\u003cp\u003eCustomers experiencing downtime may be eligible for Financial Credits, ranging from 10% to 50% of the monthly bill, based on the Monthly Uptime Percentage.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as more than a 0.01% Error Rate, and Financial Credits can be claimed if customers notify Google within thirty days and provide supporting log files.\u003c/p\u003e\n"],["\u003cp\u003eThe maximum Financial Credit issued for all downtime in a single billing month will not exceed 50% of the amount due for the applicable Covered Service.\u003c/p\u003e\n"],["\u003cp\u003eCertain features, pre-general availability services, and errors outside of Google's control or caused by customer actions are excluded from the SLA.\u003c/p\u003e\n"]]],[],null,["# Google Cloud Armor Service Level Agreement\n\n- [Back to Google Cloud Terms Directory](https://cloud.google.com/product-terms)\n- \n- Current \n\nGoogle Cloud Armor Service Level Agreement\n==========================================\n\nLast modified: March 30, 2020\nThis is not the current version of this document and is provided for archival purposes. [View the current version](/armor/sla) \nDuring the Term of the agreement under which Google has\nagreed to provide Google Cloud to Customer (as applicable,\nthe \"Agreement\"), the Covered Service will provide a Monthly\nUptime Percentage to Customer of at least 99.99% (the\n\"Service Level Objective\" or \"SLO\"). If Google does not meet\nthe SLO, and if Customer meets its obligations under this\nSLA, Customer will be eligible to receive the Financial\nCredits described 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\nSLA, have the meaning set forth in the Agreement. If the\nAgreement authorizes the resale or supply of Google Cloud\nunder a Google Cloud partner or reseller program, then all\nreferences to Customer in this SLA mean Partner or Reseller\n(as applicable), and any Financial Credit(s) will only apply\nfor impacted Partner or Reseller order(s) under the\nAgreement.\n\n#### Definitions\n\nThe following definitions apply to the SLA:\n\n- **\"Backend Service\"** means a resource behind a Cloud Load Balancer as described in the [Cloud Load Balancing documentation](https://cloud.google.com/load-balancing/docs/backend-service).\n- **\"Covered Service\"** means Google Cloud Armor.\n- **\"Downtime\"** means more than a 0.01% Error Rate.\n- **\"Downtime Period\"** means a period of one or more consecutive minutes of Downtime. Intermittent Downtime for a period of less than 60 seconds will not be counted towards any Downtime Periods.\n- **\"Error Rate\"** means the number of Valid Requests that fail to be evaluated by Google Cloud Armor divided by the total number of Valid Requests during that period.\n- **\"Financial Credit\"** means the\n following:\n\n- **\"Monthly Uptime Percentage\"** means the\n total number of minutes in a month, minus the number of\n minutes of Downtime suffered from all Downtime Periods in a\n month, divided by the total number of minutes in a month.\n\n- **\"Valid Requests\"** are well formed\n Layer 7 requests (a) destined to a Backend Service with an\n enabled Google Cloud Armor security policy, (b) that conform\n to the Documentation, and (c) that would normally result in\n successful evaluation against the configured security\n policy.\n\n**Customer Must Request Financial Credit**\n\nIn order to receive any of the Financial Credits described\nabove, Customer must\nnotify [Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla) within\nthirty days from the time Customer becomes eligible to receive a\nFinancial Credit. Customer must also provide Google with log\nfiles showing Downtime and the date and time it occurred.\nFailure to comply with this requirement will forfeit Customer's\nright to receive a Financial Credit.\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 billing month will not exceed 50% of the\namount due by Customer for the applicable Covered Service for\nthe applicable month. Financial Credits will be made in the form\nof a monetary credit applied to future use of the Service and\nwill be applied within 60 days after the Financial Credit was\nrequested.\n\n**SLA Exclusions**\n\nThe SLA does not apply to any: (a) features or Services\ndesignated pre-general availability (unless otherwise set forth\nin the associated Documentation), (b) features or Services\nexcluded from the SLA (in the associated Documentation), or (c)\nerrors: (i) caused by factors outside of Google's reasonable\ncontrol; (ii) that resulted from Customer's software or hardware\nor third party software or hardware, or both; (iii) that\nresulted from abuses or other behaviors that violate the\nAgreement; or (iv) that resulted from quotas applied by the\nsystem or listed in the Admin Console or Documentation."]]
