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Last modified: October 16, 2015
During the Term of the Google Compute Engine License Agreement, 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 99.95% (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:
Instances hosted as part of the Google Compute Engine Service.
Load balancing as part of the Google Compute Engine Service.
“Downtime”means:
For Instances: Loss of external connectivity and/or persistent disk access
for all running Instances that are hosted across two or more zones
combined with the inability to launch replacement Instances in any zone.
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 Scheduled Downtime.
Downtime also does not include loss of external connectivity as a result
of 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 VPN SLA.
“Downtime Period”means a period of five consecutive minutes of Downtime.
Intermittent Downtime for a period of less than five minutes will not be
counted towards any Downtime Periods.
“Financial Credit”means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service which
does not meet SLO that will be credited to future monthly bills of
Customer
99.00% - < 99.95%
10%
95.00% - < 99.00%
25%
< 95.00%
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.
“Maintenance Window”means a period of time when certain zones are taken
offline for maintenance tasks. Customer may view the timing and duration of
Maintenance Windows via the Admin Console.
“Scheduled Downtime”means Downtime resulting from Google performing
maintenance on the Services during a Maintenance Window.
“Healthy Backend Instances”means Instances that are responding
affirmatively to load balancing health checks.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer mustnotify
Google technical supportwithin thirty days from the time Customer
becomes eligible to receive a Financial Credit. Customer must also provide
Google with server log files showing loss of external connectivity errors and
the date and time those errors 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 by 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 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"]],[],[[["\u003cp\u003eThis document outlines the Service Level Agreement (SLA) for Google Compute Engine, ensuring a Monthly Uptime Percentage of at least 99.95%.\u003c/p\u003e\n"],["\u003cp\u003eCustomers experiencing Downtime, defined as loss of external connectivity or persistent disk access, may be eligible for Financial Credits if Google fails to meet the 99.95% uptime.\u003c/p\u003e\n"],["\u003cp\u003eFinancial Credits vary from 10% to 50% of the monthly bill for the affected Covered Service, depending on the Monthly Uptime Percentage achieved.\u003c/p\u003e\n"],["\u003cp\u003eTo claim Financial Credits, customers must notify Google technical support within 30 days and provide relevant server logs.\u003c/p\u003e\n"],["\u003cp\u003eThe SLA does not apply to Alpha/Beta features, errors caused by customer factors, or violations of the Agreement.\u003c/p\u003e\n"]]],[],null,["# Compute Engine Service Level Agreement (SLA)\n\nLast modified: October 16, 2015\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/compute/sla)\n\n\u003cbr /\u003e\n\nDuring the Term of the Google Compute Engine License Agreement, Google Cloud\nPlatform License Agreement, or Google Cloud Platform Reseller Agreement (as\napplicable, the \"Agreement \"), the Covered Service will provide a Monthly\nUptime Percentage to Customer of at least 99.95% (the \"Service Level Objective \" or \"SLO\"). If Google\ndoes not meet the SLO, and if Customer meets its obligations under this SLA,\nCustomer will be eligible to receive the Financial Credits described below. This\nSLA states Customer's sole and exclusive remedy for any failure by Google to\nmeet the SLO. Capitalized terms used in this SLA, but not defined in this SLA,\nhave the meaning set forth in the Agreement. If the Agreement is the Google\nCloud Platform Reseller Agreement, then all references to Customer in this SLA\nmean Reseller, and any Financial Credit(s) will only apply for impacted\nReseller order(s) under the Agreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means:\n\n - Instances hosted as part of the Google Compute Engine Service.\n - Load balancing as part of the Google Compute Engine Service.\n- **\"Downtime\"** means:\n\n - For Instances: Loss of external connectivity and/or persistent disk access for all running Instances that are hosted across two or more zones combined with the inability to launch replacement Instances in any zone.\n - 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.\n - Downtime does not include Scheduled Downtime.\n - Downtime also does not include loss of external connectivity as a result of 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 VPN SLA.\n- **\"Downtime Period\"** means a period of five consecutive minutes of Downtime.\n Intermittent Downtime for a period of less than five minutes will not be\n counted towards any Downtime Periods.\n\n- **\"Financial Credit\"** means the following:\n\n \u003cbr /\u003e\n\n- **\"Monthly Uptime Percentage\"** means total number of minutes in a month,\n minus the number of minutes of Downtime suffered from all Downtime Periods in\n a month, divided by the total number of minutes in a month.\n\n- **\"Maintenance Window\"** means a period of time when certain zones are taken\n offline for maintenance tasks. Customer may view the timing and duration of\n Maintenance Windows via the Admin Console.\n\n- **\"Scheduled Downtime\"** means Downtime resulting from Google performing\n maintenance on the Services during a Maintenance Window.\n\n- **\"Healthy Backend Instances\"** means Instances that are responding\n affirmatively to load balancing health checks.\n\nCustomer Must Request Financial Credit\n\nIn order to receive any of the Financial Credits described above, Customer must\n[notify\nGoogle technical support](https://support.google.com/cloud/contact/cloud_platform_sla) within thirty days from the time Customer\nbecomes eligible to receive a Financial Credit. Customer must also provide\nGoogle with server log files showing loss of external connectivity errors and\nthe date and time those errors occurred. If Customer does not comply with these\nrequirements, Customer will forfeit its right to receive a Financial Credit. If\na dispute arises with respect to this SLA, Google will make a determination in\ngood faith based on its system logs, monitoring reports, configuration records,\nand other available information, which Google will make available for auditing\nby Customer at Customer's request.\n\nMaximum Financial Credit\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 by Customer for the Covered Service for\nthe applicable month. Financial Credits will be made in the form of a monetary\ncredit applied to future use of the Service and will be applied within 60 days\nafter the Financial Credit was requested.\n\nSLA Exclusions\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise set forth in the associated\nDocumentation), (b) features excluded from the SLA (in the associated\nDocumentation), or (c) errors: (i) caused by factors outside of Google's\nreasonable control; (ii) that resulted from Customer's software or hardware or\nthird party software or hardware, or both; (iii) that resulted from abuses or\nother behaviors that violate the Agreement; or (iv) that resulted from quotas\napplied by the system and/or listed in the Admin Console."]]
