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"):
Covered Service
Monthly Uptime Percentage
Cloud Bigtable - Replicated Instance (2 or more clusters)
with Multi-Cluster routing policy (3 or more
Regions)
>= 99.999%
with Multi-Cluster routing policy (fewer
than 3 Regions)
>= 99.99%
with Single-Cluster routing policy
>= 99.9%
Cloud Bigtable - Zonal instance (single cluster)
>= 99.9%
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 Cloud Bigtable 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 given to
them 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:
"Back-off Requirements" means, when an error occurs, the Customer
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 more than a 5% Error Rate for a Cloud Bigtable
instance. Downtime is measured based on server side Error Rate.
"Downtime Period" means a period of five or more consecutive minutes of
Downtime with a minimum of 60 requests per minute. Intermittent Downtime for a
period of less than five minutes will not count 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 Replicated
Instances with Valid Requests using a Multi-Cluster routing policy (3 or more
Regions):
Monthly Uptime Percentage
Percentage of monthly bill for Cloud Bigtable Replicated Instance
with Multi-Cluster routing policy (3 or more Regions) that does not
meet SLO that will be credited to Customer's future monthly bills
99.0% – < 99.999%
10%
95.0% – < 99.0%
25%
< 95.0%
50%
"Financial Credit" means the following for Cloud Bigtable Replicated
Instances with Valid Requests using a Multi-Cluster routing policy (fewer than 3
Regions):
Monthly Uptime Percentage
Percentage of monthly bill for Cloud Bigtable Replicated Instance
with Multi-Cluster routing policy (fewer than 3 Regions) that does
not meet SLO that will be credited to Customer's future monthly
bills
99.0% – < 99.99%
10%
95.0% – < 99.0%
25%
< 95.0%
50%
"Financial Credit" means the following for Cloud Bigtable Replicated
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 Replicated Instance
with Single-Cluster routing policy and Zonal Instances that do not
meet SLO that will be credited to Customer's future monthly bills
99.0% – < 99.9%
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.
"Replicated Instance" means a Cloud Bigtable instance
that contains 2 or more Cloud Bigtable clusters, with each
cluster in a different Zone of either the same Region or different Regions.
"Valid Requests" are requests
for a Replicated 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 Replicated 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.
"Zonal Instance" means a Cloud Bigtable instance with one
Cloud Bigtable cluster.
In order to receive any of the Financial Credits described above, Customer must
notify Google technical
support within
30 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 pre-general
availability (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\u003eCloud Bigtable offers varying Monthly Uptime Percentages (SLOs) based on the instance type, with replicated instances using multi-cluster routing with three or more regions having the highest SLO of >= 99.999%.\u003c/p\u003e\n"],["\u003cp\u003eCustomers are eligible for Financial Credits if Google fails to meet the specified SLOs, which vary based on the type of Cloud Bigtable instance and its configuration, with higher downtime resulting in higher credit percentages.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as more than a 5% Error Rate for a Cloud Bigtable instance, measured by server-side Error Rate, and only downtime periods of five or more consecutive minutes with a minimum of 60 requests per minute count towards Downtime Periods.\u003c/p\u003e\n"],["\u003cp\u003eFinancial Credits are calculated as a percentage of the monthly bill for the affected Cloud Bigtable instance, ranging from 10% to 50%, and the maximum credit in a billing month cannot exceed 50% of the customer's monthly charges for that service.\u003c/p\u003e\n"],["\u003cp\u003eTo claim Financial Credits, customers must notify Google technical support within 30 days of becoming eligible, and certain factors, including customer or third-party issues, are excluded from the SLA coverage.\u003c/p\u003e\n"]]],[],null,["# Cloud Bigtable Service Level Agreement (SLA)\n\nLast modified: May 26, 2021 \\| [Previous Versions](#previous_versions)\n\n\u003cbr /\u003e\n\nDuring the term of the agreement under which Google has agreed to provide Google\nCloud Platform to Customer (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. Monthly Uptime Percentage and Financial Credit are determined on a\ncalendar month basis per Cloud Bigtable instance. This SLA states Customer's\nsole and exclusive remedy for any failure by Google to meet the SLO. Capitalized\nterms used in this SLA, but not defined in this SLA, have the meaning given to\nthem in the Agreement. If the Agreement authorizes the resale or supply of\nGoogle Cloud Platform under a Google Cloud partner or reseller program, then all\nreferences to Customer in this SLA mean Partner or Reseller (as applicable), and\nany Financial Credit(s) will only apply for impacted Partner or Reseller\norder(s) under the Agreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Back-off Requirements\"** means, when an error occurs, the Customer 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 more than a 5% Error Rate for a Cloud Bigtable instance. Downtime is measured based on server side Error Rate.\n- **\"Downtime Period\"** means a period of five or more consecutive minutes of Downtime with a minimum of 60 requests per minute. Intermittent Downtime for a period of less than five minutes will not count 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 Replicated\n Instances with Valid Requests using a Multi-Cluster routing policy (3 or more\n Regions):\n\n- **\"Financial Credit\"** means the following for Cloud Bigtable Replicated\n Instances with Valid Requests using a Multi-Cluster routing policy (fewer than 3\n Regions):\n\n- **\"Financial Credit\"** means the following for Cloud Bigtable Replicated\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- **\"Region\"** means a region described at\n [https://cloud.google.com/about/locations/](/about/locations), as may be updated by\n Google from time to time.\n\n- **\"Replicated Instance\"** means a Cloud Bigtable instance\n that contains 2 or more Cloud Bigtable clusters, with each\n cluster in a different Zone of either the same Region or different Regions.\n\n- **\"Valid Requests\"** are requests\n\n - for a Replicated 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 Replicated 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- **\"Zonal Instance\"** means a Cloud Bigtable instance with one\n Cloud Bigtable cluster.\n\n- **\"Zone\"** means the applicable zone described at\n [https://cloud.google.com/bigtable/docs/locations](/bigtable/docs/locations), as may be updated\n by Google from time to time.\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\n30 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 pre-general\navailability (unless otherwise stated in the associated Documentation); (b)\nfeatures or Services excluded from the SLA (in the associated Documentation); or\n(c) errors (i) caused by factors outside of Google's reasonable control; (ii)\nthat resulted from Customer's software or hardware or third party software or\nhardware, or both; (iii) that resulted from abuses or other behaviors that\nviolate the Agreement; or (iv) that resulted from quotas listed in the Admin\nConsole.\n\n**Previous Versions**\n\n- [March 19, 2020](/bigtable/sla-20200319)\n- [April 8, 2019](/bigtable/sla-20190408)\n- [July 25, 2018](/bigtable/sla-20180725)\n- [June 15, 2016](/bigtable/sla-20160615)"]]
