Google Cloud Dedicated and Partner Interconnect Service Level Agreement (SLA)
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Last modified: March 7, 2019
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 as follows (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 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:
"Covered Service" means Dedicated Interconnect and Partner Interconnect.
"Downtime" means a properly configured Covered Service is not able to
serve any traffic directed to it.
"Downtime Period" means a period of 120 consecutive seconds of Downtime.
Intermittent Downtime for a period of less than 120 consecutive seconds will
not be counted towards any Downtime Periods.
"Financial Credit" means the following for Production-Level Applications
for a Covered Service:
Monthly Uptime Percentage
Percentage of monthly bill for production-level applications for a Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.0%-<99.99%
10%
<99%
25%
"Financial Credit" means the following for Non-Critical Applications for a
Covered Service:
Monthly Uptime Percentage
Percentage of monthly bill for non-critical applications for a Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.0%-<99.9%
10%
<99%
25%
"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.
"Non-critical applications" means applications that are deployed in
Google Cloud Platform meeting all the requirements in the
Documentation for "Creating a Topology for Non-critical
Applications".
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 log files showing Downtime Periods and the date and time they
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, which Google will make available for auditing by Customer at
Customer's request.
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 from 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 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 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 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 Dedicated and Partner Interconnect Service Level Agreement (SLA)\n\n\u003cbr /\u003e\n\nLast modified: March 7, 2019\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/network-connectivity/docs/interconnect/sla)\nDuring 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 as follows (the \"Service Level Objective\" or \"SLO\"):\n\n\u003cbr /\u003e\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- \"**Covered Service**\" means Dedicated Interconnect and Partner Interconnect.\n- \"**Cloud Interconnect Partner** \" has the meaning stated at [https://cloud.google.com/terms/service-terms](/terms/service-terms).\n- \"**Dedicated Interconnect** \" means the applicable service described at [https://cloud.google.com/terms/services](/terms/services).\n- \"**Partner Interconnect** \" means the applicable service described at [https://cloud.google.com/terms/services](/terms/services).\n- \"**Downtime**\" means a properly configured Covered Service is not able to serve any traffic directed to it.\n- \"**Downtime Period**\" means a period of 120 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 120 consecutive seconds will not be counted towards any Downtime Periods.\n- \"**Financial Credit**\" means the following for Production-Level Applications for a Covered Service:\n\n- \"**Financial Credit**\" means the following for Non-Critical Applications for a Covered Service:\n\n- \"**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.\n- \"**Non-critical applications** \" means applications that are deployed in Google Cloud Platform meeting all the requirements in the Documentation for \"[Creating a Topology for Non-critical\n Applications](/network-connectivity/docs/interconnect/tutorials/non-critical-overview)\".\n- \"**Production-level applications** \" means applications that are deployed in Google Cloud Platform meeting all the requirements in the Documentation for \"[Creating a Topology for Production-Level\n Applications](/network-connectivity/docs/interconnect/tutorials/production-level-overview)\".\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 log files showing Downtime Periods and the date and time they\noccurred. If Customer does not comply with these requirements, Customer will\nforfeit its right to receive a Financial Credit. If a dispute arises with\nrespect to this SLA, Google will make a determination in good faith based on its\nsystem logs, monitoring reports, configuration records, and other available\ninformation, which Google will make available for auditing by Customer at\nCustomer's request.\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 from 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 Covered Service and will be applied within\n60 days after the Financial Credit was requested.\n\nSLA Exclusions\n--------------\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta (unless\notherwise stated 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."]]
