Google Cloud Observability Service Level Agreement (SLA)
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Last modified: April 28, 2020
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 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 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:
The following components of the Google Cloud Observability Service only:
The Cloud Logging API
The Cloud Monitoring API
The Cloud Monitoring Web Interface
Cloud Monitoring Alert Notifications
"Downtime"means:
For the Cloud Monitoring and the Cloud Logging APIs for an
eligible Project: more than a five percent Error Rate in requests to
retrieve metrics or logs, respectively. Downtime is measured based on
server side Error Rate.
For the Cloud Monitoring Web Interface for an eligible Project:
more than five percent Error Rate. Downtime is measured based on server
side Error Rate.
For Cloud Monitoring Alert Notifications: An alert notification
not generated in violation of a valid alerting policy configured by
Customer for an eligible Project.
Downtime does not include Scheduled Downtime.
"Downtime Period"means:
For the Cloud Monitoring and Logging APIs: a period of 10
consecutive minutes of Downtime. Intermittent Downtime for a period of
less than 10 minutes will not be counted towards any Downtime Periods.
For the Cloud Monitoring web interface: a period of 10 consecutive
minutes of Downtime. Intermittent Downtime for a period of less than 10
minutes will not be counted towards any Downtime Periods.
For Cloud Monitoring Alert Notifications: a period of 15
consecutive minutes of Downtime. Intermittent Downtime for a period of
less than 15 minutes will not be counted towards any Downtime Periods.
"Error Rate"means the number of Valid Requests that result in a
response with HTTP Status 5XX divided by the total
number of Valid Requests during that period.
“Financial Credit”means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service which does not meet SLO and that will be credited to future monthly bills of Customer
99.00% - < 99.95%
10%
95.00% - < 99.00%
25%
< 95.00%
50%
“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.
“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.
“Scheduled Downtime” means Downtime resulting from Google performing
maintenance on the Services during a Maintenance Window.
"Valid Requests"are requests that conform to the Documentation, and
that would normally result in a non-error response.
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 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.
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 50% of the
amount due from Customer for the Covered Service 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 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"]],[],[],[],null,["# Google Cloud Observability Service Level Agreement (SLA)\n\nLast modified: April 28, 2020\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/operations/sla)\nDuring 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 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 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.\n\n\u003cbr /\u003e\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Covered Service\"** means:\n\n - The following components of the Google Cloud Observability Service only:\n - The Cloud Logging API\n - The Cloud Monitoring API\n - The Cloud Monitoring Web Interface\n - Cloud Monitoring Alert Notifications\n- **\"Downtime\"** means:\n\n - For the Cloud Monitoring and the Cloud Logging APIs for an eligible Project: more than a five percent Error Rate in requests to retrieve metrics or logs, respectively. Downtime is measured based on server side Error Rate.\n - For the Cloud Monitoring Web Interface for an eligible Project: more than five percent Error Rate. Downtime is measured based on server side Error Rate.\n - For Cloud Monitoring Alert Notifications: An alert notification not generated in violation of a valid alerting policy configured by Customer for an eligible Project.\n - Downtime does not include Scheduled Downtime.\n- **\"Downtime Period\"** means:\n\n - For the Cloud Monitoring and Logging APIs: a period of 10 consecutive minutes of Downtime. Intermittent Downtime for a period of less than 10 minutes will not be counted towards any Downtime Periods.\n - For the Cloud Monitoring web interface: a period of 10 consecutive minutes of Downtime. Intermittent Downtime for a period of less than 10 minutes will not be counted towards any Downtime Periods.\n - For Cloud Monitoring Alert Notifications: a period of 15 consecutive minutes of Downtime. Intermittent Downtime for a period of less than 15 minutes will not be counted towards any Downtime Periods.\n- **\"Error Rate\"** means the number of Valid Requests that result in a\n response with HTTP Status 5XX divided by the total\n number of Valid Requests during that period.\n\n- **\"Financial Credit\"** means the following:\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- **\"Monthly Uptime Percentage\"** means total number of minutes in a month,\n minus the number of minutes of Downtime suffered from all Downtime Periods\n in a month, divided by the total number of minutes in a month.\n\n- \"**Scheduled Downtime**\" means Downtime resulting from Google performing\n maintenance on the Services during a Maintenance Window.\n\n- **\"Valid Requests\"** are requests that conform to the Documentation, and\n that would normally result in a non-error response.\n\nCustomer Must Request Financial Credit\n--------------------------------------\n\nIn order to receive any of the Financial Credits described above, Customer must\nnotify Google technical support 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.\n\nMaximum Financial Credit\n------------------------\n\nThe maximum aggregate number of Financial Credits issued by Google to Customer\nfor all Downtime Periods in a single billing month will not exceed 50% of the\namount due from Customer for the Covered Service for the applicable\nmonth. Financial Credits will be in the form of a monetary credit applied to\nfuture use of the Covered Service and will be applied within 60 days after the\nFinancial Credit was requested.\n\nSLA Exclusions\n--------------\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta (unless\notherwise set forth in the associated Documentation), (b) features excluded from\nthe SLA (in the associated Documentation), or (c) errors: (i) caused by factors\noutside of Google's reasonable control; (ii) that resulted from Customer's\nsoftware or hardware or third party software or hardware, or both; (iii) that\nresulted from abuses or other behaviors that violate the Agreement; or (iv) that\nresulted from quotas applied by the system and/or listed in the Admin Console."]]
