Stay organized with collections
Save and categorize content based on your preferences.
Cloud Healthcare Service
Level Agreement (SLA)
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
99.9% (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. Monthly
Uptime Percentage and Financial Credit are determined on a
calendar month basis per Project per Region. 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 stated 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 apply only for impacted Partner or Reseller
order(s) under the Agreement.
Definitions
The following definitions apply to the SLA:
Monthly Uptime Percentage |
Percentage of monthly bill for the respective
Covered Service in the Region affected that did 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.
-
"Region" means a region identified
at https://cloud.google.com/about/locations.
-
"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
30 days from the time Customer becomes eligible to receive a
Financial Credit. Customer must also provide Google with
identifying information (e.g., Project ID) and the date and time
Downtime occurred. If Customer does not comply with these
requirements, Customer will forfeit its right to receive a
Financial Credit.
Maximum Financial Credit
The total 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
pre-general availability (unless otherwise stated 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 or listed in the
Admin Console.
Last modified May 21, 2021
[[["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 Cloud Healthcare Service Level Agreement (SLA) guarantees a Monthly Uptime Percentage of at least 99.9% for the Covered Service.\u003c/p\u003e\n"],["\u003cp\u003eIf the Monthly Uptime Percentage falls below 99.9%, customers who meet their obligations are eligible for Financial Credits, ranging from 10% to 50% of the monthly bill depending on the percentage.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as more than a 5% Error Rate and measured in periods of 10 or more consecutive minutes, with a minimum of 100 Valid Requests.\u003c/p\u003e\n"],["\u003cp\u003eCustomers must request Financial Credits within 30 days of becoming eligible and provide necessary identifying information to receive the credit.\u003c/p\u003e\n"],["\u003cp\u003eThe maximum financial credits a customer can receive is 50% of the amount they owe for that month, and certain features and errors are excluded from the SLA.\u003c/p\u003e\n"]]],[],null,["# Cloud Healthcare SLA\n\n- [Back to Google Cloud Terms Directory](https://cloud.google.com/product-terms)\n- \n- Current \n\nCloud Healthcare Service\nLevel Agreement (SLA)\n==============================================\n\nDuring the Term of the agreement under which Google has\nagreed to provide Google Cloud Platform to Customer (as\napplicable, the \"Agreement\"), the Covered Service will\nprovide a Monthly Uptime Percentage to Customer of at least\n99.9% (the \"Service Level Objective\" or \"SLO\").\n\nIf Google does not meet the SLO, and if Customer meets its\nobligations under this SLA, Customer will be eligible to\nreceive the Financial Credits described below. Monthly\nUptime Percentage and Financial Credit are determined on a\ncalendar month basis per Project per Region. This SLA states\nCustomer's sole and exclusive remedy for any failure by\nGoogle to meet the SLO. Capitalized terms used in this SLA,\nbut not defined in this SLA, have the meaning stated in the\nAgreement.\n\nIf the Agreement authorizes the resale or supply of Google\nCloud Platform under a Google Cloud partner or reseller\nprogram, then all references to Customer in this SLA mean\nPartner or Reseller (as applicable), and any Financial\nCredit(s) will apply only for impacted Partner or Reseller\norder(s) under the Agreement. \n\n#### Definitions\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 before issuing another request. 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 Healthcare, excluding (a) data stored as Nearline or Coldline Storage (unless in a multi-region location), (b) network egress, and (c) subscription fees.\n- **\"Downtime\"** means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.\n- **\"Downtime Period\"** means a period of 10 or more consecutive minutes of Downtime with a minimum of 100 Valid Requests during that period. Partial minutes or intermittent Downtime for a period of less than 10 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 500 and Code \"Internal Error\" 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\n following:\n\n\u003cbr /\u003e\n\n- **\"Monthly Uptime Percentage\"** means\n total number of minutes in a month, minus the number of\n 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 identified\n at \u003chttps://cloud.google.com/about/locations\u003e.\n\n- **\"Valid Requests\"** are requests that conform\n to the Documentation, and that would normally result in a\n non-error response.\n\n#### Customer Must Request\nFinancial Credit\n\nIn order to receive any of the Financial Credits described\nabove, Customer\nmust [notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla) within\n30 days from the time Customer becomes eligible to receive a\nFinancial Credit. Customer must also provide Google with\nidentifying information (e.g., Project ID) and the date and time\nDowntime occurred. If Customer does not comply with these\nrequirements, Customer will forfeit its right to receive a\nFinancial Credit. \n\n#### Maximum Financial Credit\n\nThe total maximum number of Financial Credits to be issued by\nGoogle to Customer for any and all Downtime Periods that occur\nin a single billing month will not exceed 50% of the amount due\nby Customer for the Covered Service for the applicable month.\nFinancial Credits will be made in the form of a monetary credit\napplied to future use of the Service and will be applied within\n60 days after the Financial Credit was requested. \n\n#### SLA Exclusions\n\nThe SLA does not apply to any (a) features designated\npre-general availability (unless otherwise stated in the\nassociated Documentation); (b) features excluded from the SLA\n(in the associated Documentation); or (c) errors (i) caused by\nfactors outside of Google's reasonable control; (ii) that\nresulted from Customer's software or hardware or third party\nsoftware or hardware, or both; (iii) that resulted from abuses\nor other behaviors that violate the Agreement; or (iv) that\nresulted from quotas applied by the system or listed in the\nAdmin Console. \n*Last modified May 21, 2021*"]]