Google Kubernetes Engine Service Level Agreement (SLA)
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Last modified: March 9, 2021
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"):
Covered Service
Monthly Uptime Percentage
Zonal Cluster (control plane)
99.5%
Regional Cluster (control plane)
99.95%
Autopilot Cluster (control plane)
99.95%
Autopilot Pods in Multiple Zones
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 and Financial Credit are determined on a
calendar month basis per cluster. 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.
Definitions
The following definitions apply to the SLA:
“Autopilot Pods in Multiple Zones” means the compute capacity
provisioned by the Google Kubernetes Engine Autopilot Service to schedule user
pods, where pods are scheduled across two or more Zones in the same Region.
“Covered Service” means:
Autopilot Pods in Multiple Zones; or
For each of Zonal Cluster (control plane), Regional Cluster (control plane),
and Autopilot Cluster (control plane), the Kubernetes API provided by
Customer's cluster(s), so long as the version of Google Kubernetes Engine
deployed in the cluster is a version currently offered in the Stable or
Regular Channels.
“Downtime” means:
For Autopilot Pods in Multiple Zones, loss of Autopilot
Cluster (control plane) connectivity to all applicable
running pod instances. This Downtime does not include
issues related to Load Balancing and VPN tunneling,
which are covered under the respective Compute Engine
and Cloud VPN SLAs.
For Zonal Cluster (control plane), Regional Cluster
(control plane), and Autopilot Cluster (control plane),
loss of external connectivity or Kubernetes API access
to all applicable running clusters with the inability to
launch replacement clusters in any Zone. This Downtime
does not include:
Scheduled Downtime;
Loss of connectivity or other issues related to the underlying Compute
Engine instances, such as Load Balancing and VPN tunneling, which are
covered under the respective Compute Engine and Cloud VPN SLAs; or
Failure of Kubernetes nodes or the Kubernetes pods running on those nodes.
“Downtime Period” means a period of five or more consecutive
minutes of Downtime. Intermittent Downtime for a period of less than five
minutes will not be counted towards any Downtime Periods.
“Financial Credit” means the following:
Monthly Uptime Percentage
Percentage of monthly bill for the respective Covered Service that
does not meet SLO and that will be credited to Customer's future
monthly bills
Regional Cluster (control plane) or Autopilot Cluster (control plane)
Zonal Cluster (control plane)
Autopilot Pods in Multiple Zones
99.0% to < 99.95%
99.0% to < 99.50%
99.0% to < 99.9%
10%
95.0% to < 99.0%
95.0% to < 99.0%
95.0% to < 99.0%
25%
< 95.0%
< 95.0%
< 95.0%
50%
“Monthly Uptime Percentage” means total number of minutes in a
month, minus the number of Downtime minutes suffered from all Downtime Periods
in a month, divided by the total number of minutes in a month.
“Maintenance Window” means a period of time when clusters are
taken offline for maintenance tasks. This includes upgrading the Kubernetes
APIs.
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 server log files showing loss of
external connectivity errors and the date and time those errors occurred. If
Customer does not comply with these requirements, Customer will forfeit its
right to receive a Financial Credit. If a dispute arises with respect to this
SLA, Google will make a determination in good faith based on its system logs,
monitoring reports, configuration records, and other available information.
Maximum 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 for the applicable month.
Financial Credits will be 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. Customer may not collect Financial Credits for the same episode of
Downtime under both this SLA and another Google Cloud SLA.
SLA Exclusions
The SLA does not apply to any (a) features designated
pre-general availability (unless otherwise set forth in the
associated Documentation); (b) features excluded from the SLA
(in the associated Documentation); (c) Customer clusters where
the deployed minor version of Google Kubernetes Engine is not
offered through the Stable or Regular Channels; or (d) 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 applied by the system or listed in the
Admin Console.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[],[],null,["# Google Kubernetes Engine Service Level Agreement (SLA)\n\n*** ** * ** ***\n\nLast modified: March 9, 2021\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/kubernetes-engine/sla).\n\nDuring the Term of the agreement under which Google has agreed to provide Google\nCloud Platform to Customer (as applicable, the \"Agreement \"), the Covered\nService will provide a Monthly Uptime Percentage to Customer as follows\n(the \"Service Level Objective \" or \"SLO\"):\n\nIf Google does not meet the SLO, and if Customer meets its obligations under\nthis SLA, Customer will be eligible to receive the Financial Credits described\nbelow. Monthly Uptime Percentage and Financial Credit are determined on a\ncalendar month basis per cluster. This SLA states Customer's sole and exclusive\nremedy for any failure by Google to meet the SLO. Capitalized terms used in this\nSLA, but not defined in this SLA, have the meaning set forth in the Agreement.\nIf the Agreement authorizes the resale or supply of Google Cloud Platform under\na Google Cloud partner or reseller program, then all references to Customer in\nthis SLA mean Partner or Reseller (as applicable), and any Financial Credit(s)\nwill only apply for impacted Partner or Reseller order(s) under the Agreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Autopilot Pods in Multiple Zones\"** means the compute capacity\n provisioned by the Google Kubernetes Engine Autopilot Service to schedule user\n pods, where pods are scheduled across two or more Zones in the same Region.\n\n- **\"Covered Service\"** means:\n\n - Autopilot Pods in Multiple Zones; or\n\n - For each of Zonal Cluster (control plane), Regional Cluster (control plane),\n and Autopilot Cluster (control plane), the Kubernetes API provided by\n Customer's cluster(s), so long as the version of Google Kubernetes Engine\n deployed in the cluster is a version currently offered in the Stable or\n Regular Channels.\n\n- **\"Downtime\"** means:\n\n - For Autopilot Pods in Multiple Zones, loss of Autopilot\n Cluster (control plane) connectivity to all applicable\n running pod instances. This Downtime does not include\n issues related to Load Balancing and VPN tunneling,\n which are covered under the respective Compute Engine\n and Cloud VPN SLAs.\n\n - For Zonal Cluster (control plane), Regional Cluster\n (control plane), and Autopilot Cluster (control plane),\n loss of external connectivity or Kubernetes API access\n to all applicable running clusters with the inability to\n launch replacement clusters in any Zone. This Downtime\n does not include:\n\n - Scheduled Downtime;\n\n - Loss of connectivity or other issues related to the underlying Compute\n Engine instances, such as Load Balancing and VPN tunneling, which are\n covered under the respective Compute Engine and Cloud VPN SLAs; or\n\n - Failure of Kubernetes nodes or the Kubernetes pods running on those nodes.\n\n- **\"Downtime Period\"** means a period of five or more consecutive\n minutes of Downtime. Intermittent Downtime for a period of less than five\n minutes will not be counted towards any Downtime Periods.\n\n- **\"Financial Credit\"** means the following:\n\n- **\"Monthly Uptime Percentage\"** means total number of minutes in a\n month, minus the number of Downtime minutes suffered from all Downtime Periods\n in a month, divided by the total number of minutes in a month.\n\n- **\"Maintenance Window\"** means a period of time when clusters are\n taken offline for maintenance tasks. This includes upgrading the Kubernetes\n APIs.\n\n- **\"Region\"** means the applicable region described at\n [https://cloud.google.com/compute/docs/regions-zones](/compute/docs/regions-zones),\n as may be updated by Google from time to time.\n\n- **\"Regional Cluster (control plane)\"** means a non-Autopilot\n cluster topology that consists of multiple replicas of the control plane,\n running in multiple Zones within a given Region, as described at [https://cloud.google.com/kubernetes-engine/docs/concepts/regional-clusters](/kubernetes-engine/docs/concepts/regional-clusters).\n\n- **\"Regular Channel\"** means the Regular release channel described\n at [https://cloud.google.com/kubernetes-engine/docs/concepts/release-channels](/kubernetes-engine/docs/concepts/release-channels).\n\n - **\"Scheduled Downtime\"** means Downtime resulting from Google performing maintenance on the Covered Service during a Maintenance Window.\n- **\"Stable Channel\"** means the Stable release channel described at\n [https://cloud.google.com/kubernetes-engine/docs/concepts/release-channels](/kubernetes-engine/docs/concepts/release-channels).\n\n- **\"Zonal Cluster (control plane)\"** means a non-Autopilot\n single-Zone cluster with a single control plane (master) running in one Zone\n as described at [https://cloud.google.com/kubernetes-engine/docs/how-to/creating-a-zonal-cluster](/kubernetes-engine/docs/how-to/creating-a-zonal-cluster).\n\n- **\"Zone\"** means the applicable zone described at\n [https://cloud.google.com/compute/docs/regions-zones/](/compute/docs/regions-zones), as may be updated by\n Google from time to time.\n\nCustomer Must Request Financial Credit\n--------------------------------------\n\nIn order to receive any of the Financial Credits described above, Customer must\n[notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla)\nwithin 30 days from the time Customer becomes eligible to receive a Financial\nCredit. Customer must also provide Google with server log files showing loss of\nexternal connectivity errors and the date and time those errors occurred. If\nCustomer does not comply with these requirements, Customer will forfeit its\nright to receive a Financial Credit. If a dispute arises with respect to this\nSLA, Google will make a determination in good faith based on its system logs,\nmonitoring reports, configuration records, and other available information.\n\nMaximum Financial Credit\n------------------------\n\nThe maximum aggregate number of Financial Credits issued by Google to Customer\nfor all Downtime Periods in a single billing month will not exceed 50% of the\namount due from Customer for the Covered Service for the applicable month.\nFinancial Credits will be in the form of a monetary credit applied to future use\nof the Service and will be applied within 60 days after the Financial Credit was\nrequested. Customer may not collect Financial Credits for the same episode of\nDowntime under both this SLA and another Google Cloud SLA.\n\nSLA Exclusions\n--------------\n\nThe SLA does not apply to any (a) features designated\npre-general availability (unless otherwise set forth in the\nassociated Documentation); (b) features excluded from the SLA\n(in the associated Documentation); (c) Customer clusters where\nthe deployed minor version of Google Kubernetes Engine is not\noffered through the Stable or Regular Channels; or (d) errors:\n(i) caused by factors outside of Google's reasonable control;\n(ii) that resulted from Customer's software or hardware or third\nparty software or hardware, or both; (iii) that resulted from\nabuses or other behaviors that violate the Agreement; or (iv)\nthat resulted from quotas applied by the system or listed in the\nAdmin Console."]]
