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Google Cloud Armor
Service Level Agreement
Last modified: November 7, 2022
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) use of
Advanced network DDoS Protection, (c) features or Services
excluded from the SLA (in the associated Documentation),
or (d) 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's Service Level Agreement (SLA) guarantees a Monthly Uptime Percentage of at least 99.99%.\u003c/p\u003e\n"],["\u003cp\u003eIf the Monthly Uptime Percentage falls below 99.99%, customers are eligible for Financial Credits, ranging from 10% to 50% of the monthly bill, depending on the severity of the downtime.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as more than a 0.01% Error Rate, where the Error Rate is calculated by dividing the number of Valid Requests that failed evaluation by Google Cloud Armor, by the total number of Valid Requests.\u003c/p\u003e\n"],["\u003cp\u003eCustomers must request Financial Credits within 30 days of becoming eligible and provide Google with logs demonstrating the downtime.\u003c/p\u003e\n"],["\u003cp\u003eThe maximum Financial Credit a customer can receive for downtime in a single billing month is 50% of their monthly bill for the affected service, and certain exclusions apply to 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\nService Level Agreement\n==========================================\n\nLast modified: November 7, 2022\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\napplicable, the \"Agreement\"), the Covered Service will\nprovide a Monthly Uptime Percentage to Customer of at\nleast 99.99% (the \"Service Level Objective\" or \"SLO\").\nIf Google does not meet the SLO, and if Customer meets\nits obligations under this SLA, Customer will be\neligible to receive the Financial Credits described\nbelow. This SLA states Customer's sole and exclusive\nremedy for any failure by Google to meet the SLO.\nCapitalized terms used in this SLA, but not defined in\nthis SLA, have the meaning set forth in the Agreement.\nIf the Agreement authorizes the resale or supply of\nGoogle Cloud under a Google Cloud partner or reseller\nprogram, then all references to Customer in this SLA\nmean Partner or Reseller (as applicable), and any\nFinancial Credit(s) will only apply for impacted Partner\nor Reseller order(s) under the Agreement. \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\n Percentage\"** means the total number of\n minutes in a month, minus the number of minutes of\n Downtime suffered from all Downtime Periods in a\n month, divided by the total number of minutes in a\n month.\n\n- **\"Valid Requests\"** are well\n formed Layer 7 requests (a) destined to a Backend\n Service with an enabled Google Cloud Armor security\n policy, (b) that conform to the Documentation, and (c)\n that would normally result in successful evaluation\n against the configured security policy.\n\n**Customer Must Request Financial Credit**\n\nIn order to receive any of the Financial Credits\ndescribed above, 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\nreceive a Financial Credit. Customer must also provide\nGoogle with log files showing Downtime and the date and\ntime it occurred. Failure to comply with this requirement\nwill forfeit Customer's right to receive a Financial\nCredit.\n\n**Maximum Financial Credit**\n\nThe aggregate maximum number of Financial Credits to be\nissued by Google to Customer for any and all Downtime\nPeriods that occur in a single billing month will not\nexceed 50% of the amount due by Customer for the\napplicable Covered Service for the applicable month.\nFinancial Credits will be made in the form of a monetary\ncredit applied to future use of the Service and will be\napplied 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\nforth in the associated Documentation), (b) use of\nAdvanced network DDoS Protection, (c) features or Services\nexcluded from the SLA (in the associated Documentation),\nor (d) errors: (i) caused by factors outside of Google's\nreasonable control; (ii) that resulted from Customer's\nsoftware or hardware or third party software or hardware,\nor both; (iii) that resulted from abuses or other\nbehaviors that violate the Agreement; or (iv) that\nresulted from quotas applied by the system or listed in\nthe Admin Console or Documentation."]]
