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") for use within the applicable
Capacity Allotment:
Covered Service
Monthly Uptime Percentage
Media CDN Pay-as-you-go
>=99.95%
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. 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:
"Capacity Allotment" means:
For the Covered Service, a maximum egress
throughput equal to five times Customer's average egress throughput
(per second) over the most recent 30 days, or a maximum throughput
mutually agreed upon between Google and Customer.
"Covered Service" means Media CDN Pay-as-you-go.
"Downtime" means more than a 5% Error Rate. Downtime is measured
based on server-side Error Rate(s). Downtime does not include Covered
Service errors associated with peak egress throughput of more than the
applicable Capacity Allotment.
"Downtime Period" means:
For the Covered Service, a period of five
or more consecutive minutes of Downtime with a minimum of 60 Valid
Requests per minute.
Partial 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, divided by the total number of Valid Requests
during that period. Repeated identical requests from the same IP address do
not count toward the Error Rate.
"Financial Credit" means the following for the Covered Service:
Monthly Uptime Percentage
Percentage of monthly bill for the Covered Service that does not
meet SLO that will be credited to Customer's future monthly
bills
99.0% to < 99.95%
10%
95.0% to < 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 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 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 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 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 set forth 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 applied by the system
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"]],["Last updated 2025-08-29 UTC."],[],[],null,["# Media CDN Service Level Agreement (SLA)\n\nLast modified: October 10, 2024 \\| [Previous Versions](#previous_versions)\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\") for use within the applicable\nCapacity Allotment:\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 Project. This SLA states Customer's sole and exclusive\nremedy for any failure by Google to meet the SLO. Capitalized terms used in this\nSLA, but not defined in this SLA, have the meaning set forth in the Agreement.\nIf the Agreement authorizes the resale or supply of Google Cloud Platform under\na Google Cloud partner or reseller program, then all references to Customer in\nthis SLA mean Partner or Reseller (as applicable), and any Financial Credit(s)\nwill only apply for impacted Partner or Reseller order(s) under the Agreement.\n\n### Definitions\n\nThe following definitions apply to the SLA:\n\n- **\"Capacity Allotment\"** means:\n\n - For the Covered Service, a maximum egress throughput equal to five times Customer's average egress throughput (per second) over the most recent 30 days, or a maximum throughput mutually agreed upon between Google and Customer.\n- **\"Covered Service\"** means Media CDN Pay-as-you-go.\n\n- **\"Downtime\"** means more than a 5% Error Rate. Downtime is measured\n based on server-side Error Rate(s). Downtime does not include Covered\n Service errors associated with peak egress throughput of more than the\n applicable Capacity Allotment.\n\n- **\"Downtime Period\"** means:\n\n - For the Covered Service, a period of five or more consecutive minutes of Downtime with a minimum of 60 Valid Requests per minute.\n - Partial minutes will not count towards any Downtime Periods.\n- **\"Error Rate\"** means the number of Valid Requests that result in a\n response with HTTP Status 50x, divided by the total number of Valid Requests\n during that period. Repeated identical requests from the same IP address do\n not count toward the Error Rate.\n\n- **\"Financial Credit\"** means the following for the Covered Service:\n\n- **\"Monthly Uptime Percentage\"** means total number of minutes in a\n month, minus the number of minutes of Downtime suffered from all Downtime\n Periods in a month, divided by the total number of minutes in a month.\n\n- **\"Valid Requests\"** are requests that conform to the Documentation, and\n that would normally result in a non-error response.\n\n### Customer Must Request Financial Credit\n\nIn order to receive any of the Financial Credits described above, Customer must\n[notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla)\nwithin 30 days from the time Customer becomes eligible to receive a Financial\nCredit. Customer must also provide Google with the date and time Downtime\noccurred. If Customer does not comply with these requirements, Customer will\nforfeit 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\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 Covered Service for\nthe applicable month. Financial Credits will be made in the form of a monetary\ncredit applied to future use of the Service and will be applied within 60 days\nafter the Financial Credit was requested.\n\n### SLA Exclusions\n\nThe SLA does not apply to any (a) features or services designated pre-general\navailability (unless otherwise set forth 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 applied by the system\nor listed in the Admin Console.\n\n**Previous Versions**\n\n- **[February 4, 2022](/media-cdn/sla-20220204)**"]]
