April 1, 2021

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# Google's Looker Platform Service Level Agreement
(SLA) for Looker Hosted Deployments

Last modified: April 1, 2021

This is not the current version of this document and is
provided for archival purposes.

View the current version

During the Term of the agreement under which Google has agreed to provide the
Covered Services to Customer (as applicable, the "Agreement"), the Covered
Services will be Available to Customer as described below (the "Service Level
Objective" or "SLO"). Capitalized terms used in this SLA, but not defined in this
SLA, have the meanings given to them in the Agreement.

**Looker Platform:** Each Looker Platform will include a
Service Level Objective as follows:

**Looker Platform**
**Monthly Uptime Percentage the Covered Service will be Available
(SLO)**

Standard
>= 99.5%

Advanced or Elite
>= 99.9%

- **SLO Exclusions**.
The SLO does not apply to any of the following: (a) Customer's environment or
use of the Covered Services not consistent with the Documentation or as
described in the Agreement, (b) Maintenance performed, including update/upgrade
releases for the Services, (c) any unavailability caused by circumstances or
events outside Google's reasonable control, including any force majeure event,
internet access, Customer's or any third party's actions or inactions,
equipment, software, or other technology, (d) Instances provisioned for
development, staging or other non-production usage, or (e) a Suspension or
remedial action described in the Agreement.

- **Availability**. In the event the Covered Services do not meet
the applicable SLO, and if Customer meets its obligations under this SLA,
Customer will be eligible to receive a Service Credit. This SLA states
Customer's sole and exclusive remedy for any failure by Google to meet the
applicable SLO.

- **Service Credit Calculation**. The Service Credit is calculated
as a percentage of Customer's Monthly Fee. Service Credits will apply only
against future payments due from Customer. A Service Credit awarded in any
calendar month shall not, under any circumstances, exceed the Monthly Fee paid
by Customer.

- **Service Credit Request Requirement**.
Customer must provide all reasonable details regarding the claim, including but
not limited to, a detailed description of the incident, the duration of the
incident, the number of affected End Users, and any attempts made by Customer to
resolve the incident. Customer must submit a request by emailing
looker-service-report@google.com by the end of the month following the month in
which the incident occurred. If Customer is past due with respect to any payment
or in default with respect to any material contractual obligations to Google,
then Customer is not eligible for any Service Credit under this SLA. Google
shall review and grant requests for Services Credits by using Google's system
logs and other records, which shall be considered definitive.

**SLA Definitions**

- "Available" means that the Covered Services can be accessed by End Users.

- "Covered Services" means Looker Hosted Deployment Services.

- "End User Fee" means the average number of End Users subscribed on the
affected Instance during the month in which the Covered Services did not meet
the applicable SLO multiplied by the monthly per End User fee, as specified in
the applicable Order Form.

- "Maintenance" means maintenance work that is performed on hardware or
software delivering the Services.

- "Monthly Fee" means the Platform Fee plus the End User Fee.

- "Platform Fee" means the total Platform fee, as specified in the applicable
Order Form, paid by Customer for the affected Instance divided by the total
number of months in the Term.

- "Service Credit" means the following for each of the respective Looker
Platforms:

**Standard Platform**

**Monthly Uptime Percentage Standard Platform**
**Service Credit Percentage**

99.0% <= 99.5%
10%

< 99%
25%

**Advanced or Elite Platform**

**Monthly Uptime Percentage Advanced or Elite**
**Service Credit Percentage**

99.0% <= 99.9%
10%

< 99%
25%

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