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Last modified: July 25, 2018
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 to Customer as follows (the
"Service Level Objective" or "SLO"):
Covered Service
Monthly Uptime Percentage
Cloud Bigtable - Regional Instance (2 or more clusters)
with Multi-Cluster routing policy
with Single-Cluster routing policy
>= 99.95%
>= 99.5%
Cloud Bigtable - Zonal instance (single cluster)
>= 99.5%
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 given to them 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:
"Production-Grade Cloud Bigtable Cluster" means a Cloud Bigtable Cluster
with 3 or more nodes provisioned.
"Production-Grade Cloud Bigtable Instance" means a Cloud Bigtable Instance
that only contains Production-Grade Cloud Bigtable Clusters.
"Regional Instance" means a Production-Grade Cloud Bigtable Instance which
contains 2 or more Production-Grade Cloud Bigtable Clusters, with each cluster
in a different Zone of the same Region.
"Zonal Instance" means a Production-Grade Cloud Bigtable Instance with one
Production-Grade Cloud Bigtable Cluster.
"Back-off Requirements" means, when an error occurs, the Application is
responsible for waiting for a period of time. This means that after the first
error, there is a minimum back-off interval of 1 second and for each consecutive
error, the back-off interval increases exponentially up to 32 seconds.
"Covered Service" means Cloud Bigtable.
"Downtime" means, with respect to any Production-Grade Cloud Bigtable
Instance, more than a five percent Error Rate for the instance. Downtime is
measured based on server side Error Rate.
"Downtime Period" means a period of five consecutive minutes of Downtime
with a minimum of 60 requests per minute. Intermittent Downtime for a period of
less than five 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 50x and Code "Internal Error", "Unknown", or "Unavailable"
divided by the total number of Valid Requests during that period. Repeated
identical requests do not count towards the Error Rate unless they conform to
the Back-off Requirements.
"Financial Credit" means the following for Cloud Bigtable Regional
Instances with Valid Requests using a Multi-Cluster routing policy:
Monthly Uptime Percentage
Percentage of monthly bill for Cloud Bigtable Regional Instance
which does not meet SLO that will be credited to future monthly
Customer bills
99.0% – < 99.95%
10%
95.0% – < 99.0%
25%
< 95.0%
50%
"Financial Credit" means the following for Cloud Bigtable Regional
Instances with Valid Requests using a Single-Cluster routing policy and any
Valid Requests to Cloud Bigtable Zonal Instances:
Monthly Uptime Percentage
Percentage of monthly bill for Cloud Bigtable Regional and Zonal
Instances which do not meet SLO that will be credited to future
monthly Customer bills
99.0% – < 99.5%
10%
95.0% – < 99.0%
25%
< 95.0%
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.
"Valid Requests" are requests
for a Regional Instance using the Multi-Cluster routing policy and that
conform to the Documentation and that would normally result in a non-error
response.
for a Regional Instance using a Single-Cluster routing policy that conform
to the Documentation and that would normally result in a non-error response.
for a Zonal Instance 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. 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 Alpha or Beta
(unless otherwise stated in the associated Documentation), (b) features or
Services 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 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 Cloud Bigtable, detailing the Monthly Uptime Percentage objectives for Regional and Zonal instances, with different targets depending on the instance type and routing policy.\u003c/p\u003e\n"],["\u003cp\u003eCustomers are eligible for Financial Credits if Google fails to meet the specified Monthly Uptime Percentage, with credit percentages ranging from 10% to 50% based on the severity of the downtime.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as more than a five percent Error Rate for a Production-Grade Cloud Bigtable Instance, measured over consecutive five-minute periods with a minimum of 60 requests per minute.\u003c/p\u003e\n"],["\u003cp\u003eSpecific definitions are provided for key terms such as Production-Grade Cloud Bigtable Cluster/Instance, Regional/Zonal Instance, Downtime, Error Rate, and Valid Requests to ensure clarity in the SLA's application.\u003c/p\u003e\n"],["\u003cp\u003eTo claim Financial Credits, customers must notify Google technical support within 30 days of becoming eligible, and the maximum aggregate credit issued in a single billing month will not exceed 50% of the amount due for the applicable service.\u003c/p\u003e\n"]]],[],null,["# Cloud Bigtable Service Level Agreement (SLA)\n\nLast modified: July 25, 2018\n\n\u003cbr /\u003e\n\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/bigtable/sla)\n\nDuring the term of the Google Cloud Platform License Agreement or Google Cloud\nPlatform Reseller Agreement (as applicable, the \"Agreement\"), the Covered\nService will provide a Monthly Uptime Percentage to Customer as follows (the\n\"Service Level Objective\" or \"SLO\"):\n\nIf Google does not meet the SLO, and if Customer meets its obligations under\nthis SLA, Customer will be eligible to receive the Financial Credits described\nbelow. This SLA states Customer's sole and exclusive remedy for any failure by\nGoogle to meet the SLO. Capitalized terms used in this SLA, but not defined in\nthis SLA, have the meaning given to them in the Agreement. If the Agreement is\nthe Google Cloud Platform Reseller Agreement, then all references to \"Customer\"\nin this SLA mean \"Reseller,\" and any Financial Credit(s) will only apply for\nimpacted Reseller order(s) under the Agreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Production-Grade Cloud Bigtable Cluster\"** means a Cloud Bigtable Cluster with 3 or more nodes provisioned.\n- **\"Production-Grade Cloud Bigtable Instance\"** means a Cloud Bigtable Instance that only contains Production-Grade Cloud Bigtable Clusters.\n- **\"Regional Instance\"** means a Production-Grade Cloud Bigtable Instance which contains 2 or more Production-Grade Cloud Bigtable Clusters, with each cluster in a different Zone of the same Region.\n- **\"Zonal Instance\"** means a Production-Grade Cloud Bigtable Instance with one Production-Grade Cloud Bigtable Cluster.\n- **\"Back-off Requirements\"** means, when an error occurs, the Application is responsible for waiting for a period of time. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.\n- **\"Covered Service\"** means Cloud Bigtable.\n- **\"Downtime\"** means, with respect to any Production-Grade Cloud Bigtable Instance, more than a five percent Error Rate for the instance. Downtime is measured based on server side Error Rate.\n- **\"Downtime Period\"** means a period of five consecutive minutes of Downtime with a minimum of 60 requests per minute. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.\n- **\"Error Rate\"** means the number of Valid Requests that result in a response with HTTP Status 50x and Code \"Internal Error\", \"Unknown\", or \"Unavailable\" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.\n- **\"Financial Credit\"** means the following for Cloud Bigtable Regional\n Instances with Valid Requests using a Multi-Cluster routing policy:\n\n- **\"Financial Credit\"** means the following for Cloud Bigtable Regional\n Instances with Valid Requests using a Single-Cluster routing policy and any\n Valid Requests to Cloud Bigtable Zonal Instances:\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 a\n month, divided by the total number of minutes in a month.\n\n- **\"Valid Requests\"** are requests\n\n - for a Regional Instance using the Multi-Cluster routing policy and that conform to the Documentation and that would normally result in a non-error response.\n - for a Regional Instance using a Single-Cluster routing policy that conform to the Documentation and that would normally result in a non-error response.\n - for a Zonal Instance that conform to the Documentation, and 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\n[notify Google technical\nsupport](https://support.google.com/cloud/contact/cloud_platform_sla) within\nthirty days from the time Customer becomes eligible to receive a Financial\nCredit. Failure to comply with this requirement will forfeit Customer's right to\nreceive a Financial Credit.\n\nMaximum Financial Credit\n------------------------\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 applicable Covered\nService for the applicable month. Financial Credits will be made in the form of\na monetary credit applied to future use of the Service and will be applied\nwithin 60 days after the Financial Credit was requested.\n\nSLA Exclusions\n--------------\n\nThe SLA does not apply to any: (a) features or Services designated Alpha or Beta\n(unless otherwise stated in the associated Documentation), (b) features or\nServices excluded from the SLA (in the associated Documentation) or (c) errors:\n(i) caused by factors outside of Google's reasonable control; (ii) that resulted\nfrom Customer's software or hardware or third party software or hardware, or\nboth; (iii) that resulted from abuses or other behaviors that violate the\nAgreement; or (iv) that resulted from quotas listed in the Admin Console."]]
