Stay organized with collectionsSave and categorize content based on your preferences.
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 of Serving DNS queries from at least one of the Google managed Authoritative Name Servers to Customer of 100% (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:
Response to domain queries from at least one of the authoritative name servers configured and existing under Google Cloud DNS.
"Downtime"means:
For Name Serving: Inability to serve responses from all of the Authoritative Name Servers to DNS queries for domains configured in Google Cloud DNS.
"Downtime Period"means a period of 60 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 60 consecutive seconds 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
99.5% - <100%
10%
95% - <99.5%
25%
<95%
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 mustnotify Google technical supportwithin thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with log files showing loss of response to name server queries from Google name servers on specific domain managed by Google Cloud DNS 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 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"]],[],[[["\u003cp\u003eThe Google Cloud DNS Service Level Agreement (SLA) guarantees a 100% Monthly Uptime Percentage for serving DNS queries from Google's managed Authoritative Name Servers.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as the inability to serve responses from all Authoritative Name Servers for domains configured in Google Cloud DNS, measured in consecutive 60-second periods.\u003c/p\u003e\n"],["\u003cp\u003eFinancial Credits are provided if the Monthly Uptime Percentage falls below 100%, ranging from 10% to 50% of the monthly bill, based on the severity of the downtime.\u003c/p\u003e\n"],["\u003cp\u003eCustomers must notify Google technical support within 30 days of any downtime and provide relevant log files to be eligible for Financial Credits, which will be capped at 50% of the monthly bill.\u003c/p\u003e\n"],["\u003cp\u003eThe SLA does not apply to alpha or beta features, features excluded from the SLA, or errors resulting from factors outside Google's control or due to customer/third-party issues.\u003c/p\u003e\n"]]],[],null,["# Google Cloud DNS 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](/dns/sla)\n\nDuring 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 of Serving DNS queries from at least one of the Google managed Authoritative Name Servers to Customer of 100% (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.\n\n#### Definitions\n\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means:\n - Response to domain queries from at least one of the authoritative name servers configured and existing under Google Cloud DNS.\n- **\"Downtime\"** means:\n - For Name Serving: Inability to serve responses from all of the Authoritative Name Servers to DNS queries for domains configured in Google Cloud DNS.\n- **\"Downtime Period\"** means a period of 60 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 60 consecutive seconds will not be counted towards any Downtime Periods.\n- **\"Financial Credit\"** means the following:\n\n\n \u003cbr /\u003e\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\n#### Customer must request financial credit\n\nIn order to receive any of the Financial Credits described above, Customer must [notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla) within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with log files showing loss of response to name server queries from Google name servers on specific domain managed by Google Cloud DNS 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.\n\n#### Maximum financial credit\n\nThe 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.\n\n#### SLA exclusions\n\nThe 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."]]
