Service Level Agreement

The following are the Service Level Agreements for the following intelHUB Private Cloud Platform services. Any Service Level Agreements applicable to Cloud Identity Services will be provided in accordance with the Service Specific Terms.

Cloud Filestore

To take effect: This page takes effect when Cloud Filestore is General Availability (GA).

During the term of the intelHUB Cloud Platform License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the “Service Level Objective” or “SLO”):

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

Definitions

The following definitions apply to the SLA.

 

“Covered Service” means Cloud Filestore Standard and Premium Tier Instances.


“Downtime” means with respect to the Covered Service: all requests fail.


“Downtime Period” means with respect to the Covered Service: five consecutive minutes of Downtime. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance will not be counted towards any Downtime Period.


“Financial Credit” means the following for the Covered Service (except as otherwise set forth below):

Monthly Uptime Percentage Percentage of monthly bill which does not meet SLO that will be credited to future monthly bills of Customer
99.0%–< 99.9% 10%
95%–< 99.0% 25%
<95% 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.


“Scheduled Maintenance” is Downtime related to network, hardware, or software maintenance or upgrades. Scheduled Maintenance will be performed at intelHUB’s discretion.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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), (c) features or Services that have been deprecated, or (d) errors: (i) caused by factors outside of intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas listed in the Documentation.

Cloud Datastore

During the term of the intelHUB Cloud Platform License Agreement or intelHUB 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
Cloud Datastore Multi-Region >= 99.95%
Cloud Datastore Regional >= 99.9%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in 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 retrying the 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 intelHUB Cloud Datastore.
“Downtime” means more than a ten percent Error Rate. Downtime is measured based on server side Error Rate.


“Downtime Period” means 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” 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 intelHUB Cloud Datastore Multi-Region:

Monthly Uptime Percentage Percentage of monthly bill for Cloud Datastore Multi-Region 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 Cloud Datastore Regional:

Monthly Uptime Percentage Percentage of monthly bill for Cloud Datastore Regional which does not meet SLO that will be credited to future monthly bills of Customer
98.0% – < 99.9% 10%
95.0% – < 98.0% 25%
< 95.0% 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.


“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 intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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 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 intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas listed in the Admin Console.

Cloud Firestore

To take effect: This page takes effect when Cloud Firestore reaches General Availability (GA).

 

During the term of the intelHUB Cloud Platform License 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 ServiceMonthly Uptime Percentage
Cloud Firestore Multi-Region>= 99.999%
Cloud Firestore Regional>= 99.99%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in 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 retrying the 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 Firestore.


“Downtime” means more than a five percent Error Rate. Downtime is measured based on server side Error Rate.


“Downtime Period” means 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” means the number of Valid Requests that result in a response with HTTP Status 500 and Code “Internal Error”, “Unknown”, or “Unavailable” 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 Cloud Firestore Multi-Region:

Monthly Uptime Percentage Percentage of monthly bill for Cloud Firestore Multi-Region which does not meet SLO that will be credited to future monthly bills of Customer
99.0% – < 99.999% 10%
95.0% – < 99.0% 25%
< 95.0% 50%

“Financial Credit” means the following for Cloud Firestore Regional:

Monthly Uptime Percentage Percentage of monthly bill for Cloud Firestore Regional which does not meet SLO that will be credited to future monthly bills of Customer
99.0% – < 99.99% 10%
95.0% – < 99.0% 25%
< 95.0% 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.


“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 intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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 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 intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas listed in the Admin Console.

Cloud DNS Service

During the Term of the intelHUB Cloud Platform License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage of Serving DNS queries from at least one of the intelHUB managed Authoritative Name Servers to Customer of 100% (the “Service Level Objective” or “SLO”). If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Covered Service” means:
Response to domain queries from at least one of the authoritative name servers configured and existing under intelHUB Cloud DNS.


“Downtime” means:
For Name Serving: Inability to serve responses from all of the Authoritative Name Servers to DNS queries for domains configured in intelHUB Cloud DNS.


“Downtime Period” means a period of 60 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 60 consecutive seconds will not be counted towards any Downtime Periods.


“Financial Credit” means the following:

Monthly Uptime PercentagePercentage of monthly bill for the respective Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.5% – <100%10%
95% – <99.5%25%
<95%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 intelHUB technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with log files showing loss of response to name server queries from intelHUB name servers on specific domain managed by intelHUB Cloud DNS and the date and time they occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.

 

Maximum financial credit

The aggregate maximum number of Financial Credits to be issued by intelHUB to Customer for any and all Downtime Periods that occur 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 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 designated Alpha or Beta (unless otherwise set forth in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the Admin Console.

Cloud Memorystore

During the term of the intelHUB Cloud Platform License Agreemen (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.9% (the “Service Level Objective” or “SLO”): If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

Definitions

The following definitions apply to the SLA.

 

“Covered Service” means intelHUB Cloud Memorystore for Redis Standard Tier Instances.


“Downtime” means with respect to the Covered Service: all requests fail.


“Downtime Period” means with respect to the Covered Service: one consecutive minute of Downtime. Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance will not be counted towards any Downtime Period.


“Financial Credit” means the following for the Covered Service (except as otherwise set forth below):

Monthly Uptime Percentage Percentage of monthly bill which does not meet SLO that will be credited to future monthly bills of Customer
99.0%–< 99.9% 10%
95%–< 99.0% 25%
<95% 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.


“Scheduled Maintenance” is Downtime Period related to network, hardware, or software maintenance or upgrades. Scheduled maintenance will be performed at intelHUB’s discretion.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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), (c) features or Services that have been deprecated, or (d) errors: (i) caused by factors outside of intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas listed in the Documentation.

Cloud Interconnect

During the Term of the intelHUB Cloud Platform License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage as follows (the “Service Level Objective” or “SLO”):

Covered Service Monthly Uptime Percentage
Interconnect service for production-level applications >=99.99%
Interconnect service for non-critical applications >=99.9%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning given to them in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Covered Service” means Dedicated Interconnect.


“Dedicated Interconnect” means the applicable service.


“Downtime” means a properly configured Covered Service is not able to serve any traffic directed to it.


“Downtime Period” means a period of 120 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 120 consecutive seconds will not be counted towards any Downtime Periods.


“Financial Credit” means the following for Production-Level Applications for a Covered Service:

Monthly Uptime Percentage Percentage of monthly bill for production-level applications for a Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.0%-<99.99% 10%
<99% 20%

“Financial Credit” means the following for Non-Critical Applications for a Covered Service:

Monthly Uptime Percentage Percentage of monthly bill for non-critical applications for a Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.0%-<99.9% 10%
<99% 20%

“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.


“Non-critical applications” means applications that are deployed in intelHUB Cloud Platform meeting all the requirements for “Creating a Topology for Non-critical Applications”.


“Production-level applications” means applications that are deployed in intelHUB Cloud Platform meeting all the requirements for “Creating a Topology for Production-Level Applications”.

Customer Must Request Financial Credit

In order to receive any of the Financial Credits described above, Customer must notify intelHUB technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with log files showing Downtime Periods and the date and time they 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which intelHUB will make available for auditing by Customer at Customer’s request.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB to Customer for any and all Downtime Periods that occur 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 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 designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the Admin Console.

Cloud Internet of Things (IoT)

During the Term of the intelHUB Cloud Platform License 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
Cloud IoT Core Service >= 99.9%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Back-off Requirements” means, when an error occurs, the devices are 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 the intelHUB Cloud IoT Core Service.


“Downtime” means more than a 10% Error Rate for the intelHUB Cloud IoT Core device manager or protocol bridge component. Downtime is measured based on server-side Error Rate.


“Downtime Period” means a period of five or more consecutive minutes of Downtime. Partial minutes will not be counted towards any Downtime Periods.


“Error Rate” means:
– for the intelHUB Cloud IoT Core device manager component and intelHUB Cloud IoT Core protocol bridge (HTTP) component, the number of Valid Requests that result in a response with HTTP Status 50x and Code “Internal Error” divided by the total number of Valid Requests during that period; and


– for the intelHUB Cloud IoT Core protocol bridge (MQTT) component, the number of Valid Requests that result in device disconnections as reported in intelHUB Stackdriver metrics (or other similar metrics made available to Customer), divided by the total number of Valid Requests during that period.
Repeated identical requests do not count toward the Error Rate unless they conform to the Back-off Requirements.


“Financial Credit” means the credit amount based on the percentage of the monthly bill for the Covered Service in the table below.

Monthly Uptime Percentage Percentage of the monthly bill for the Covered Service that will be credited to future monthly Customer bills
99% to < 99.9% 10%
95% to < 99% 25%
< 95% 50%

“Monthly Uptime Percentage” means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods for the Covered Service in a month, divided by the total number of minutes in a month.


“Valid Requests” are requests that conform to the Documentation, and that would normally result in a non-error response.

Customer Must Request Financial Credit

To receive any of the Financial Credits described above, Customer must notify intelHUB technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with identifying information (e.g., project ID and device registry 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which intelHUB will make available to Customer at Customer’s request.

 

Maximum Financial Credit

The total maximum number of Financial Credits to be issued by intelHUB 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.

 

SLA Exclusions

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 intelHUB’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 behaviours 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, unauthorised users, or inaccessible data.

Cloud Machine Learning Engine

During the Term of the intelHUB Cloud Platform License 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
Cloud Machine Learning Engine >= 99.5%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Back-off Requirements” means, when an error occurs, the Customer 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 intelHUB Cloud Machine Learning Engine.


“Downtime” means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.


“Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.


“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:

Monthly Uptime Percentage Percentage of monthly bill for the respective Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99% to < 99.5% 10%
95% to < 99% 25%
< 95% 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.


“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 intelHUB technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with identifying information (e.g. project ID and job 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which intelHUB will make available for auditing by Customer at Customer’s request.

 

Maximum Financial Credit

The total maximum number of Financial Credits to be issued by intelHUB 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.

 

SLA Exclusions

The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours 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 inconsistent with the Documentation, including but not limited to invalid request fields, unauthorised users, or inaccessible data.

Cloud Key Management Service

During the term of the intelHUB Cloud Platform License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of 99.5% for Encrypt and Decrypt operations (the “Service Level Objective” or “SLO”). If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meanings given to them in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Covered Service” means intelHUB Cloud Key Management Service.


“Downtime” means more than a ten percent Error Rate.


“Downtime Period” means a period of five consecutive minutes of Downtime in which at least ten Valid Requests are issued. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.


“Error Rate” over a time period means, solely with respect to Encrypt and Decrypt operations in the Covered Service, the number of Valid Requests that either result in a response with HTTP Status Code in the 500-range, or do not result in a valid response within ten seconds from intelHUB’s receipt of the request, divided by the total number of Valid Requests during that period. Error Rate is determined by intelHUB’s server side health monitoring.


“Financial Credit” means the following:

Monthly Uptime Percentage Percentage of monthly bill for the Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99.0% – < 99.5% 10%
95.0% – < 99.0% 25%
< 95.0% 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.


“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 intelHUB technical support within thirty days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with log files showing Downtime with respect to Encrypt and/or Decrypt operations from the Covered Service and the date and time they occurred. Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.

 

Maximum financial credit

The maximum aggregate number of Financial Credits issued by intelHUB to Customer for all Downtime Periods that occur 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 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 designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the Admin Console.

Cloud Spanner

During the term of the intelHUB Cloud Platform License 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
Cloud Spanner – Multi-Regional Instance >= 99.999%
Cloud Spanner – Regional Instance >= 99.99%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning given to them in 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 retrying the 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 Spanner.


“Downtime” means, with respect to any Production-Grade Cloud Spanner Instance, more than a five percent Error Rate for the instance. Downtime is measured based on server side Error Rate.


“Downtime Period” means a period of five consecutive minutes of Downtime with a minimum of 60 requests per minute. Intermittent Downtime for a period of less than five minutes will not be counted towards any Downtime Periods.


“Error Rate” means the number of Valid Requests that result in a response with HTTP Status 50x and Code “Internal Error”, “Unknown”, or “Unavailable” 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 Cloud Spanner Multi-Regional instances:

Monthly Uptime Percentage Percentage of monthly bill for Cloud Spanner Multi-Regional which does not meet SLO that will be credited to future monthly Customer bills
99.0% – < 99.999% 10%
95.0% – < 99.0% 25%
< 95.0% 50%

“Financial Credit” means the following for Cloud Spanner Regional instances:

Monthly Uptime Percentage Percentage of monthly bill for Cloud Spanner Regional which does not meet SLO that will be credited to future monthly Customer bills
99.0% – < 99.99% 10%
95.0% – < 99.0% 25%
< 95.0% 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.


“Production-Grade Cloud Spanner Instance” means a Cloud Spanner instance with 3 or more nodes provisioned.


“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 intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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 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 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 intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas listed in the Admin Console.

Cloud Pub/Sub

During the Term of the intelHUB Cloud Platform License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the “Service Level Objective” or “SLO”). If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Covered Service” means the Cloud Pub/Sub Service.


“Downtime” means no valid request to publish a message succeeds.


“Downtime Period” means a period of 60 consecutive seconds of Downtime. Intermittent Downtime for a period of less than 60 consecutive seconds will not be counted towards any Downtime Periods.


“Financial Credit” means the following:

Monthly Uptime Percentage Percentage of monthly bill for Covered Service that does not meet SLO and that will be credited to Customer’s future monthly bills
99% to <99.95% 10%
95% to <99% 25%
<95% 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 intelHUB technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with log files showing Downtime Periods and the date and time they 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information, which intelHUB will make available for auditing by Customer at Customer’s request.

 

Maximum Financial Credit

The maximum aggregate number of Financial Credits issued by intelHUB 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 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 intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas applied by the system and/or listed in the Admin Console.

Cloud Speech to Text

During the Term of the intelHUB Cloud Platform License 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
Cloud Speech-to-Text >= 99.9%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Back-off Requirements” means, when an error occurs, the Customer 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 Speech-to-Text.


“Downtime” means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.


“Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.


“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:

Monthly uptime percentage Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99% – < 99.9% 10%
95% – < 99.0% 25%
< 95% 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.


“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 intelHUB technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with identifying information (e.g. project ID) 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.

 

Maximum financial credit

The total maximum number of Financial Credits to be issued by intelHUB 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.

 

SLA exclusions

The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours 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 inconsistent with the Documentation, including but not limited to invalid request fields, unauthorised users, or inaccessible data.

Cloud SQL

During the term of the intelHUB Cloud Platform License Agreement, intelHUB Cloud Storage, intelHUB Prediction API, intelHUB BigQuery Service, intelHUB Cloud SQL and intelHUB Compute Engine License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer of at least 99.95% (the “Service Level Objective” or “SLO”).

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in the Agreement.

Definitions

The following definitions apply to the SLA.

 

“Covered Service” means intelHUB Cloud SQL First Generation, intelHUB Cloud SQL Second Generation for MySQL, and intelHUB Cloud SQL for PostgreSQL.


“Dedicated CPU Core Instances” have the minimum power of one virtual CPU from intelHUB Compute Engine. A virtual CPU is implemented as a single hardware hyper-thread on a Compute Engine VM instance.


“Downtime” means (i) with respect to intelHUB Cloud SQL First Generation: more than a twenty percent Error Rate; Downtime is measured based on server side Error Rate; or (ii) With respect to intelHUB Cloud SQL Second Generation for MySQL and Cloud SQL for PostgreSQL: all connection requests to a Multi-zone Instance fail.


“Downtime Period” means (i) with respect to intelHUB Cloud SQL First Generation: a period of one consecutive minute of Downtime in which at least five connection attempts are made with no concurrently open connections; or (ii) With respect to intelHUB Cloud SQL Second Generation for MySQL and Cloud SQL for PostgreSQL: one consecutive minute of Downtime. Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods. Downtime as part of Scheduled Maintenance will not be counted towards any Downtime Period.


“Error Rate” means the number of Valid Requests to open a connection that fail to open a connection, divided by the total number of Valid Requests during that period.


“Financial Credit” means the following for the Covered Services (except as otherwise set forth below):

Monthly Uptime Percentage Percentage of monthly bill for Covered Service 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%

“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.


“Multi-zone Instance” means a Cloud SQL Second Generation for MySQL and Cloud SQL for PostgreSQL Dedicated CPU Core Instance with a failover replica attached.


“Scheduled Maintenance” is Downtime Period related to network, hardware, or software maintenance or upgrades. With respect to intelHUB Cloud SQL First Generation: we will perform scheduled maintenance at our discretion. With respect to intelHUB Cloud SQL Second Generation for MySQL and Cloud SQL for PostgreSQL: we will perform scheduled maintenance only during a user-configurable maintenance window unless a user elects not to configure a maintenance window.


“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 intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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 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), (c) features or Services that have been deprecated; or (d) errors: (i) caused by factors outside of intelHUB’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 behaviours that violate the Agreement; (iv) that resulted from quotas listed in the Documentation; or (v) that resulted from Customer’s restart of an Instance.

Cloud Text to Speech

During the Term of the intelHUB Cloud Platform License 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
Cloud Text-to-Speech >= 99.9%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Back-off Requirements” means, when an error occurs, the Customer 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 intelHUB Cloud Text-to-Speech.


“Downtime” means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.


“Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.


“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:

Monthly Uptime Percentage Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99% – < 99.9% 10%
95.0% – < 99.0% 25%
< 95.0% 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.


“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 intelHUB technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with identifying information (e.g. project ID) 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.

 

Maximum Financial Credit

The total maximum number of Financial Credits to be issued by intelHUB 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.

 

SLA Exclusions

The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours 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 inconsistent with the Documentation, including but not limited to invalid request fields, unauthorised users, or inaccessible data.

Cloud Storage

During the term of the intelHUB Cloud Platform License Agreement, intelHUB Cloud Storage License 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 intelHUB Cloud Storage >= 99.95%
Regional storage class of intelHUB Cloud Storage, Nearline, Coldline storage classes of intelHUB Cloud Storage in Multi-Regional bucket locations >= 99.9%
Nearline, Coldline storage classes of intelHUB Cloud Storage in Regional bucket locations and Durable Reduced Availability storage classes of intelHUB Cloud Storage >= 99.0%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning set forth in 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 intelHUB Cloud Storage.


“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 intelHUB Cloud Storage:

Monthly Uptime Percentage Percentage of monthly bill for the Multi-Regional storage class of intelHUB 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 intelHUB Cloud Storage and Nearline, Coldline storage classes of intelHUB Cloud Storage in Multi-Regional bucket locations:

Monthly Uptime Percentage Percentage of monthly bill for the Regional storage class of intelHUB Cloud Storage or Nearline, Coldline storage classes of intelHUB Cloud Storage in Multi-Regional bucket locations 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 storage classes of intelHUB Cloud Storage in Regional bucket locations, and Durable Reduced Availability Storage classes of intelHUB Cloud Storage:

Monthly Uptime Percentage Percentage of monthly bill for the Nearline, Coldline storage classes of intelHUB Cloud Storage in Regional bucket locations, or Durable Reduced Availability storage classes of intelHUB 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 intelHUB technical support 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.

 

Maximum Financial Credit

The aggregate maximum number of Financial Credits to be issued by intelHUB 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 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 intelHUB’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 behaviours that violate the Agreement; or (iv) that resulted from quotas listed in the Admin Console.

Cloud Dialogflow Enterprise Edition

During the Term of the intelHUB Cloud Platform License 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
Dialogflow Enterprise Edition >= 99.9%

If intelHUB 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 intelHUB to meet the SLO. Capitalised terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement.

Definitions

The following definitions apply to the SLA:

 

“Back-off Requirements” means, when an error occurs, the Customer 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 Dialogflow Enterprise Edition. Dialogflow Standard Edition is not covered under this SLA.


“Downtime” means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.


“Downtime Period” means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.


“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:

Monthly Uptime Percentage Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99% – < 99.9% 10%
95% – < 99.0% 25%
< 95% 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.


“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 intelHUB technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide intelHUB with identifying information (e.g. project ID and job 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, intelHUB will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.

 

Maximum Financial Credit

The total maximum number of Financial Credits to be issued by intelHUB 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.

 

SLA Exclusions

The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of intelHUB’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 behaviours 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 inconsistent with the Documentation, including but not limited to invalid request fields, unauthorised users, or inaccessible data.

Cloud Storage for Firebase

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

During the term of the intelHUB Cloud Platform License Agreement, intelHUB Cloud Storage License Agreement (as applicable, the “Agreement”), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the “Service Level Objective” or “SLO”):

Want To Know More​

Need further information or require a quotation?

All calls are recorded for security, training and quality purposes

Our lines are open Monday to Friday from 9am to 5.30pm. Dialling an 0330 number costs the same to dial as a call to a geographic (local) number. They cost the same to call from a landline or mobile and are included in mobile call packages.

You are calling our Network Operations Centre based in London, United Kingdom.

Just so you know, we are not able to accept telesales or telemarketing calls and can't be transferred.

Working proudly with skilled teams of people knowing we push the boundaries staying ahead of the curve producing high performance results.