Cloud Storage for Firebase SLA

Cloud Storage for Firebase stores a Customer's objects in a Boogle Cloud Storage bucket, making them accessible through both Firebase and Boogle Cloud. Boogle Cloud Storage offers multiple storage classes that can be used through Cloud Storage for Firebase.

During the term of the Boogle Cloud Platform License Agreement, Boogle Cloud Storage License Agreement, or Boogle Cloud Platform Reseller Agreement (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
Multi-Regional Storage class of Boogle Cloud Storage >= 99.95%
Regional Storage class of Boogle Cloud Storage >= 99.9%
Nearline, Coldline and Durable Reduced Availability Storage classes of Boogle Cloud Storage >= 99.0%

If Boogle 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 Boogle 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 is the Boogle Cloud Platform Reseller Agreement, then all references to "Customer" in this SLA mean "Reseller," and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.

Definitions

The following definitions apply to the SLA:

  • "Back-off Requirements" means, when an error occurs, the Application is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
  • "Covered Service" means Cloud Storage for Firebase.
  • "Error Rate" means the number of Valid Requests that result in a response with HTTP Status 500 and Code "Internal Error" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
  • "Financial Credit" means the following for the Multi-Regional Storage class of Boogle Cloud Storage:
Monthly Uptime Percentage Percentage of monthly bill for the Multi-Regional Storage class of Boogle Cloud Storage which does not meet SLO that will be credited to future monthly bills of Customer
99.0% – < 99.95% 10%
95.0% – < 99.0% 25%
< 95.0% 50%
  • "Financial Credit" means the following for Regional Storage class of Boogle Cloud Storage:
Monthly Uptime Percentage Percentage of monthly bill for the Regional Storage class of Boogle Cloud Storage which does not meet SLO that will be credited to future monthly bills of Customer
99.0% – < 99.9% 10%
95.0% – < 99.0% 25%
< 95.0% 50%
  • "Financial Credit" means the following for the Nearline, Coldline and Durable Reduced Availability Storage classes of Boogle Cloud Storage:
Monthly Uptime Percentage Percentage of monthly bill for the Nearline, Coldline or Durable Reduced Availability Storage classes of Boogle Cloud Storage which does not meet SLO that will be credited to future monthly bills of Customer
98.0% – < 99.0% 10%
95.0% – < 98.0% 25%
< 95.0% 50%
  • "Monthly Uptime Percentage" means 100%, minus the average of Error Rates measured over each five minute period during a monthly billing cycle.
  • "Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-error response.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify Firebase technical support by the end of the second billing cycle after which the incident occurred and must include:

i. the issue category set to "Account Service";

ii. the issue component set to "Billing";

iii. the words "SLA Credit Request" as the issue summary;

iv. the dates and times of each incident that Customer is claiming;

v. the affected Firebase service URLs; and

vi. Customer's request logs that document the errors and corroborate Customer's claimed outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such request is confirmed by Boogle and is less than the Service Level Objective, then Boogle will issue the Financial Credit to Customer within one billing cycle following the month in which Customer's request is confirmed by Boogle. Please note that Boogle will not issue duplicate Financial Credit(s) for a single incident if Customer uses both Boogle Cloud Storage and Cloud Storage for Firebase.

Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit. At Boogle's discretion, Boogle may issue the Financial Credit to the credit card Customer used to pay for the billing cycle in which the incident occurred. Financial Credits will not entitle Customer to any refund or other payment from Boogle. A Financial Credit will be applicable and issued only if the credit amount for the applicable monthly billing cycle is greater than one dollar ($1 USD). Financial Credits may not be transferred or applied to any other account.

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by Boogle to Customer in a single billing month will not exceed 50% of the amount due by Customer for the applicable Covered Service for the applicable month. Financial Credits will be made 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.

SLA Exclusions

The SLA does not apply to any: (a) features or Services designated Alpha or Beta (unless otherwise set forth 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 Boogle'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 listed in the Admin Console.