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Cloud Backup and Disaster Recovery Service Level Agreement (SLA) Last modified: January 29, 2026 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 prov...
Last modified: January 29, 2026
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 Google Cloud Platform to Customer (as applicable, the "Agreement"), the respective Covered Service will provide a Monthly Uptime Percentage to Customer (the "Service Level Objective" or "SLO") as follows:
Covered Service
Monthly Uptime Percentage
Trigger Backup
99.0%
Delete Backup
99.0%
Restore Backup (Compute & Disk only)
99.0%
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.
The following definitions apply to the SLA:
"Covered Service" means Trigger Backup, Delete Backup, or Restore Backup (Compute & Disk only).
"Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-error response.
"Error Rate" means the number of Valid Requests to the Covered Service that result in an Internal Error or Service Unavailable response, divided by the total number of Valid Requests during a given minute.
"Downtime" means, for any given minute, the Covered Service experiences an Error Rate greater than 5% for Valid Requests.
"Downtime Period" means a period of 5 or more consecutive minutes of Downtime. Partial minutes will not be counted towards any Downtime Periods.
**"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.
"Financial Credit" means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service that does not meet SLO that will be credited to Customer's future monthly bills
95.0% - < 99.0%
10%
90.0% - < 95.0%
25%
< 90.0%
50%
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 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.
The maximum aggregate number of Financial Credits issued by Google to Customer for all Downtime Periods in a single billing month will not exceed 50% of the amount due from Customer for the Covered Service that did not meet SLO for the applicable month. Financial Credits will be 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.
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Cloud Backup and Disaster Recovery Service Level Agreement (SLA) Last modified: January 29, 2026 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 prov...