May 5, 2022

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

Last modified: May 5, 2022

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 completing the form
at the following
link:

https://support.google.com/cloud/contact/looker_sla

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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