During the Term of the agreement under which Google ClearBlade has agreed to provide Google Cloud Platform ClearBlade IoT Core 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"):
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Covered Service | Monthly Uptime Percentage |
|---|---|
IoT Core Service | >= 99.9% |
If Google ClearBlade 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. This SLA states Customer’s sole and exclusive remedy for any failure by Google ClearBlade to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement. If the Agreement authorizes the resale or supply of Google Cloud ClearBlade Platform under a Google Cloud ClearBlade 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.
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To receive any of the Financial Credits described above, Customer must notify Google technical supportmust contact ClearBlade Support at support@clearblade.com within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google ClearBlade with identifying information (e.g., project ID and device registry region, developer id and and registry/system IDs) 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 ClearBlade will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which Google ClearBlade will make available to Customer at Customer’s request.
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The total maximum number of Financial Credits to be issued by Google ClearBlade to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service 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.
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The SLA does not apply to any: (a) features or services designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features or services excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of Google’s ClearBlade’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; (iv) that resulted from quotas applied by the system or listed in the Admin Console; or (v) that resulted from Customer use of the Covered Service in a way which is inconsistent with the Documentation, including invalid request fields, unauthorized users, or inaccessible data.