# App Engine Service Level Agreement - Google App Engine - Google Code

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e.g. "templates" or "datastore"

# App Engine Service Level Agreement

During the Term of the Google App Engine License Agreement (the "Agreement"), the Covered Service will be operational and available to an Eligible Application at least 99.95% of the time in any calendar month (the "SLA"). If Google does not meet the SLA, 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 SLA. Capitalized terms not defined herein have the meaning set forth in the Agreement.

Definitions. The following definitions shall apply to the Google App Engine SLA.

- "Covered Service" means the components of the Service listed at the following URL: http://code.google.com/appengine/sla_error_rate.html, or such other URL as may be provided by Google.
- "Downtime" means more than a ten percent Error Rate for any Eligible Application.
- "Eligible Application" means an Application that has been created by Customer using the High Replication Datastore setting.
- "Downtime Period" means, for an Application, a period of five consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.
- "Error rate" for the Service is defined with the Covered Services.
- "Financial Credit" means the following:

Monthly Uptime Percentage | Percentage of monthly bill credited to future monthly bills of Customer
--- | ---
99.00% – < 99.95% | 10%
95.00% – < 99.00% | 25%
< 95.00% | 50%

- "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.

Customer Must Request Financial Credit. In order to receive any of the Financial Credits described above, Customer must notify Google within thirty 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. To notify Google of SLA Financial Credit eligibility, use the Billing Request form.

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 shall not exceed 50% of the amount due by Customer for the Eligible Application 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 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 are result of abuses or other behaviors that violate the Agreement; or (iv) Eligible Applications that are being limited by quotas listed in the Admin Console.

Version: 1.0