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Compute Engine Service
Level Agreement (SLA)
Last modified: August 29, 2023
During the Term of the agreement under which Google has
agreed to provide Google Cloud Platform to Customer (as
applicable, the "Agreement"), the Covered Service will
provide a Monthly Uptime Percentage to Customer as
follows (the "Service Level Objective" or "SLO"):
* https://cloud.google.com/compute/docs/memory-optimized-machines
** https://cloud.google.com/compute/docs/machine-resource
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. Monthly
Uptime Percentage and Financial Credit are determined on a
calendar month basis per Project per Region or, for a
Single Instance, per instance. 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 Platform 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:
-
"Covered Service" means:
- Instances in Multiple Zones.
- A Single Instance.
- Load balancing as part of the Compute Engine
Service.
-
"Downtime" means:
-
For virtual machine instances: loss of external
connectivity or persistent disk access for the
Single Instance or, with respect to Instances in
Multiple Zones, all applicable running instances.
-
For load balancing: loss of external connectivity
(via the external IP addresses associated with
load balancing forwarding rules with all Healthy
Backend Instances) due to the failure of Google’s
systems.
-
Downtime does not include loss of external
connectivity as a result of (i) the Google managed
VPN service failing to serve traffic directed to
VPN tunnels under that service; that sort of
downtime is addressed exclusively in the Cloud VPN
SLA; or
(ii) Network Service Tiers - Standard Tier
failing to serve traffic.
-
"Downtime Period" means a
period of one or more consecutive minutes of Downtime.
Partial minutes or intermittent Downtime for a period
of less than one minute will not count towards any
Downtime Periods.
-
"Financial Credit" means the
following for Instances in Multiple Zones and load
balancing:
- "Financial Credit"means the
following for a Single Instance of Memory optimized
family:
- "Financial Credit"means the following
for a Single Instance of all other
families:
-
"Healthy Backend
Instances" means instances that are
responding affirmatively to load balancing health
checks.
-
"Instances in Multiple
Zones" means virtual machine instances
hosted as part of the Compute Engine Service where
instances are placed across two or more Zones in the
same Region.
-
"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.
-
"Region" means the applicable
region described
at https://cloud.google.com/compute/docs/regions-zones/
,as may be updated by Google from time to time.
-
"Single Instance" means a
single virtual machine instance hosted as part of the
Compute Engine Service.
-
"Zone" means the applicable
zone described
at https://cloud.google.com/compute/docs/regions-zones/
,as may be updated by Google from time to time.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits
described above, Customer
must notify Google technical support
within 60 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.
Maximum Financial Credit
The maximum aggregate number of Financial Credits issued
by Google to Customer for all Downtime Periods in a single
billing month will not exceed the amount due by Customer
for the respective Covered Services in the Regions that
did not meet SLO for the applicable month. Financial
Credits will be 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
pre-general availability (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 or listed in the Admin Console. As
applicable, Customer will only be entitled to Financial
Credit for Downtime of a particular virtual machine
instance as either a Single Instance or Instances in
Multiple Zones, but not both.
[[["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\u003eCompute Engine offers different Service Level Objectives (SLOs) based on the type of instance, with uptime percentages of at least 99.99% for instances in multiple zones, 99.95% for a single instance of the memory-optimized family, and 99.9% for a single instance of other families, as well as 99.99% for load balancing.\u003c/p\u003e\n"],["\u003cp\u003eDowntime, which can qualify you for a financial credit, is defined as a loss of external connectivity or persistent disk access for single or multiple zone instances or a loss of external connectivity for load balancing, but does not include downtimes caused by Google's managed VPN service or Network Service Tiers.\u003c/p\u003e\n"],["\u003cp\u003eFinancial credits are available if Google fails to meet the defined SLO, with credit amounts ranging from 10% to 100% of the monthly bill for the affected service in a given region, however, the user must notify Google within 60 days of eligibility with the correct log files.\u003c/p\u003e\n"],["\u003cp\u003eThe maximum financial credit that can be granted in a given month is equal to the amount the user spent for the covered services in the regions where the SLO was not met during that month.\u003c/p\u003e\n"],["\u003cp\u003eThe SLA excludes pre-general availability features, features specifically excluded in the documentation, and any errors caused by external factors, the user's own or third-party software/hardware, abuses of the agreement, or any quotas applied by the system.\u003c/p\u003e\n"]]],[],null,["# Compute Engine Service Level Agreement (SLA)\n\n- [Back to Google Cloud Terms Directory](https://cloud.google.com/product-terms)\n- \n- Current \n\nCompute Engine Service\nLevel Agreement (SLA)\n============================================\n\nLast modified: August 29, 2023\nThis is not the current version of this document and is provided for archival purposes. [View the current version](/compute/sla) \nDuring the Term of the agreement under which Google has\nagreed to provide Google Cloud Platform to Customer (as\napplicable, the \"Agreement\"), the Covered Service will\nprovide a Monthly Uptime Percentage to Customer as\nfollows (the \"Service Level Objective\" or \"SLO\"):\n\n\\*\n\u003chttps://cloud.google.com/compute/docs/memory-optimized-machines\u003e\n\n\\*\\*\n\u003chttps://cloud.google.com/compute/docs/machine-resource\u003e\n\n\u003cbr /\u003e\n\nIf Google does not meet the SLO, and if Customer meets\nits obligations under this SLA, Customer will be eligible\nto receive the Financial Credits described below. Monthly\nUptime Percentage and Financial Credit are determined on a\ncalendar month basis per Project per Region or, for a\nSingle Instance, per instance. This SLA states Customer's\nsole and exclusive remedy for any failure by Google to\nmeet the SLO. Capitalized terms used in this SLA, but not\ndefined in this SLA, have the meaning set forth in the\nAgreement. If the Agreement authorizes the resale or\nsupply of Google Cloud Platform under a Google Cloud\npartner or reseller program, then all references to\nCustomer in this SLA mean Partner or Reseller (as\napplicable), 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- **\"Covered Service\"** means:\n\n - Instances in Multiple Zones.\n - A Single Instance.\n - Load balancing as part of the Compute Engine Service.\n- **\"Downtime\"** means:\n\n - For virtual machine instances: loss of external\n connectivity or persistent disk access for the\n Single Instance or, with respect to Instances in\n Multiple Zones, all applicable running instances.\n\n - For load balancing: loss of external connectivity\n (via the external IP addresses associated with\n load balancing forwarding rules with all Healthy\n Backend Instances) due to the failure of Google's\n systems.\n\n - Downtime does not include loss of external\n connectivity as a result of (i) the Google managed\n VPN service failing to serve traffic directed to\n VPN tunnels under that service; that sort of\n downtime is addressed exclusively in the Cloud VPN\n SLA; or\n (ii)\n [Network Service Tiers - Standard Tier](https://cloud.google.com/network-tiers/docs/overview) failing to serve traffic.\n\n- **\"Downtime Period\"** means a\n period of one or more consecutive minutes of Downtime.\n Partial minutes or intermittent Downtime for a period\n of less than one minute will not count towards any\n Downtime Periods.\n\n- **\"Financial Credit\"** means the\n following for Instances in Multiple Zones and load\n balancing:\n\n- **\"Financial Credit\"** means the following for a Single Instance of Memory optimized family:\n\n\u003c!-- --\u003e\n\n\u003c!-- --\u003e\n\n- **\"Financial Credit\"** means the following for a Single Instance of all other families:\n\n- **\"Healthy Backend\n Instances\"** means instances that are\n responding affirmatively to load balancing health\n checks.\n\n- **\"Instances in Multiple\n Zones\"** means virtual machine instances\n hosted as part of the Compute Engine Service where\n instances are placed across two or more Zones in the\n same Region.\n\n- **\"Monthly Uptime\n Percentage\"** means 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- **\"Region\"** means the applicable\n region described\n at\n [https://cloud.google.com/compute/docs/regions-zones/](https://cloud.google.com/compute/docs/regions-zones),as may be updated by Google from time to time.\n\n- **\"Single Instance\"** means a\n single virtual machine instance hosted as part of the\n Compute Engine Service.\n\n- **\"Zone\"** means the applicable\n zone described\n at\n [https://cloud.google.com/compute/docs/regions-zones/](https://cloud.google.com/compute/docs/regions-zones),as may be updated by Google from time to time.\n\n**Customer Must Request Financial Credit**\n\nIn order to receive any of the Financial Credits\ndescribed above, Customer\nmust\n[notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla)\nwithin 60 days from the time Customer becomes eligible to\nreceive a Financial Credit. Customer must also provide\nGoogle with log files showing Downtime Periods and the\ndate and time they occurred. If Customer does not comply\nwith these requirements, Customer will forfeit its right\nto receive a Financial Credit.\n\n**Maximum Financial Credit**\n\nThe maximum aggregate number of Financial Credits issued\nby Google to Customer for all Downtime Periods in a single\nbilling month will not exceed the amount due by Customer\nfor the respective Covered Services in the Regions that\ndid not meet SLO for the applicable month. Financial\nCredits will be in the form of a monetary credit applied\nto future use of the Covered Service and will be applied\nwithin 60 days after the Financial Credit was requested.\n\n**SLA Exclusions**\n\nThe SLA does not apply to any (a) features designated\npre-general availability (unless otherwise set forth in\nthe associated Documentation); (b) features excluded from\nthe SLA (in the associated Documentation); or (c) errors\n(i) caused by factors outside of Google's reasonable\ncontrol; (ii) that resulted from Customer's software or\nhardware or third party software or hardware, or both;\n(iii) that resulted from abuses or other behaviors that\nviolate the Agreement; or (iv) that resulted from quotas\napplied by the system or listed in the Admin Console. As\napplicable, Customer will only be entitled to Financial\nCredit for Downtime of a particular virtual machine\ninstance as either a Single Instance or Instances in\nMultiple Zones, but not both."]]
