Cloud Storage Service Level Agreement (SLA)  |  Google Cloud (2022)

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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"):

(Video) Cloud Computing Service Level Agreements (SLAs)

Covered Service Monthly Uptime Percentage
Standard storage class in a multi-region or dual-region location of Cloud Storage >= 99.95%
Standard storage class in a regional location of Cloud Storage; Nearline, Coldline, or Archive storage class in a multi-region or dual-region location of Cloud Storage >= 99.9%
Nearline, Coldline, or Archive storage class in a regional location of Cloud Storage; Durable Reduced Availability storage class in any location of Cloud Storage >= 99.0%

The turbo replication feature will provide the following Service Level Objectives:

Any Cloud Storage bucket for which the turbo replication feature has been activated for the entire billing month

Monthly ReplicationTime Conformance

>= 99.0%

Monthly Replication Volume Conformance

>= 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, Monthly Replication Time Conformance, Monthly Replication Volume Conformance, and Financial Credit are determined on a calendar month basis per Project or, with respect to the turbo replication feature, per Cloud Storage bucket. 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.

(Video) Service Level Agreement

Definitions

The following definitions apply to the SLA:

  • "Back-off Requirements"means, when an error occurs, the 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.
  • "Bad RPO Minute" means each minute where there are outstanding replications taking longer than 15 minutes for the turbo replication feature to complete.
  • "Covered Service" means Cloud Storage.
  • "Error Rate" means the number of Valid Requests that result in a response with an HTTP Status in the 500 range divided by the total number of Valid Requests during the applicable period, represented as a percentage. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
  • "Financial Credit" means the following for the Standard storage class in a multi-region or dual-region location of Cloud Storage:
Monthly Uptime Percentage Percentage of monthly bill for the Standard storage class in a multi-region or dual-region location of Cloud Storage that does not meet SLO that will be credited to Customer's future monthly bills
99.0% – < 99.95% 10%
95.0% – < 99.0% 25%
< 95.0% 50%
  • "Financial Credit" means the following for the Standard storage class in a regional location of Cloud Storage, and the Nearline, Coldline, or Archive storage class in a multi-region or dual-region location of Cloud Storage:
Monthly Uptime Percentage Percentage of monthly bill for the Standard storage class in a regional location of Cloud Storage or the Nearline, Coldline, or Archive storage class in a multi-region or dual-region location of Cloud Storage that does 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%
  • "Financial Credit" means the following for the Nearline, Coldline, or Archive storage class in a regional location of Cloud Storage, and Durable Reduced Availability storage class in any location of Cloud Storage:
Monthly Uptime Percentage Percentage of monthly bill for the Nearline, Coldline, or Archive storage class in a regional location of Cloud Storage, or the Durable Reduced Availability storage class in any location of Cloud Storage that does not meet SLO that will be credited to Customer's future monthly bills
98.0% – < 99.0% 10%
95.0% – < 98.0% 25%
< 95.0% 50%
  • "Financial Credit" means the following for a Cloud Storage bucket for which the turbo replication feature has been activated for the entire calendar month:

Monthly Replication Time Conformance

Monthly Replication Volume Conformance

Percentage of monthly bill for the Cloud Storage bucket that does not meet either or both SLO(s) that will be credited to Customer's future monthly bills*

98.0% – < 99.0%

(Video) Cloud Service Level Agreements (SLA)

99.0% – < 99.9%

10%

95.0% – < 98.0%

95.0% – < 99.0%

25%

<95.0%

< 95.0%

50%

*If both a Monthly Uptime Percentage SLO and turbo replication SLO are affected in a given month within the same Project, then Customer will only be entitled to the greater of the two corresponding Financial Credits (not both).

  • "Monthly Replication Time Conformance" means 100% minus the percentage of Bad RPO Minutes during the calendar month.
  • "Monthly Replication Volume Conformance" means 100% minus the percentage of applicable Cloud Storage objects in the calendar month that the turbo replication feature did not replicate within 15 minutes.
  • "Monthly Uptime Percentage" means 100%, minus the average of Error Rates measured over each five minute period during the calendar 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 mustnotify Google technical supportwithin 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.

(Video) Consistency-based service level agreements for cloud storage

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by Google to Customer 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 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 listed in the Admin Console.

Previous versions (Last modified November 19, 2021)

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FAQs

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