Looker Service Level Agreement (SLA) - Looker Hosted Deployment
Last Modified: June 1, 2020
During the Term of the agreement under which Looker has agreed to provide the Covered Services to Customer (as applicable, the “Agreement”), the Covered Services will be Available to Customer as described below (the “Service Level Objective” or “SLO”). Capitalized terms used in this SLA, but not defined in this SLA, have the meanings given to them in the Agreement.
Looker Platform: Each Looker Platform will include a Service Level Objective as follows:
| Looker Platform | Monthly Uptime Percentage the Covered Service will be Available (SLO) |
|---|---|
| Standard | >= 99.5% |
| Advanced or Elite | >= 99.9% |
SLO Exclusions. The SLO does not apply to any of the following: (a) Customer’s environment or use of the Covered Services not consistent with the Documentation or as described in the Agreement, (b) maintenance performed pursuant to the Maintenance Schedule, (c) any unavailability caused by circumstances or events outside Looker’s reasonable control, including any force majeure event, Internet access, Customer’s or any third party’s actions or inactions, equipment, software, or other technology, (d) Instances provisioned for development, staging or other non-production usage, or (e) a Suspension or remedial action described in the Agreement.
Availability. In the event the Covered Services do not meet the applicable SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive a Service Credit. This SLA states Customer's sole and exclusive remedy for any failure by Looker to meet the applicable SLO.
Service Credit Calculation. The Service Credit is calculated as a percentage of Customer’s Monthly Fee. Service Credits will apply only against future payments due from Customer. A Service Credit awarded in any calendar month shall not, under any circumstances, exceed the Monthly Fee paid by Customer.
Service Credit Request Requirement. Customer must provide all reasonable details regarding the claim, including but not limited to, a detailed description of the incident, the duration of the incident, the number of affected End Users, and any attempts made by Customer to resolve the incident. Customer must submit a request by emailing looker-service-report@google.com by the end of the month following the month in which the incident occurred. If Customer is past due with respect to any payment or in default with respect to any material contractual obligations to Looker, then Customer is not eligible for any Service Credit under this SLA. Looker shall review and grant requests for Services Credits by using Looker’s system logs and other records, which shall be considered definitive.
SLA Definitions
- “Available” means that the Covered Services can be accessed by End Users.
- “Covered Services” means Looker Hosted Deployment Services.
- “End User Fee” means the average number of End Users subscribed on the affected Instance during the month in which the Covered Services did not meet the applicable SLO multiplied by the monthly per End User fee, as specified in the applicable Order Form.
- “Maintenance Schedule” means the schedule described at https://discourse.looker.com/t/looker-hosted-maintenance-hours/5003.
- “Monthly Fee” means the Platform Fee plus the End User Fee.
- “Platform Fee” means the total Platform fee, as specified in the applicable Order Form, paid by Customer for the affected Instance divided by the total number of months in the Term.
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“Service Credit” means the following for each of the respective Looker Platforms:
Standard PlatformAdvanced or Elite PlatformMonthly Uptime Percentage Standard Platform Service Credit Percentage 99.0% <= 99.5% 10% < 99% 25% Monthly Uptime Percentage Advanced or Elite Service Credit Percentage 99.0% <= 99.9% 10% < 99% 25%