Google Fiber will provide you with at least 72 hours’ prior notice of scheduled maintenance. The aggregate maximum number of credits (i.e., SLA Credits plus Service Credits) to be issued by Google Fiber to you in a single billing month will not exceed 100% of the Monthly Recurring Charge for the applicable month. The aggregate maximum number of SLA Credits to be issued by Google Fiber to you in a single billing month will not exceed 25% of the Monthly Recurring Charge for the applicable month. If Google Fiber determines in its sole discretion that you are eligible to receive an SLA Credit, Google Fiber will automatically apply the SLA Credit to your bill for the second billing cycle following the month in which Google Fiber did not meet the Service Level Guarantee.
Percentage of Monthly Recurring Charge that will be creditedĭuring the term of the Agreement, Google Fiber will provide monthly internet uptime reports to you that describe Google Fiber’s performance with respect to the Service Level Guarantee. “ Service Credit” means any financial credit (other than SLA Credits) Google Fiber provides to you under the Agreement. “ Monthly Uptime Percentage” means the total number of minutes in a month, minus the number of minutes of Downtime in a month, divided by the total number of minutes in a month. “ Monthly Recurring Charge” means the recurring charges for the Covered Service as specified in your bill, and excludes all taxes, surcharges, license fees, right-of-way fees, and franchise fees assessed by or required by applicable law to be remitted to any federal, state, or local governmental entity or its agent.
“ Downtime” means a Covered Service outage associated with your connection to the Google Fiber network such that the Covered Service is unusable due to a total loss of signal after completion of construction and installation of the Covered Service. “ Covered Service” means a Google Fiber Business Service to which this SLA applies, as indicated to you during the sign up process (if you are a new customer), or in the portal (if you are an existing customer). The following definitions apply to the SLA: This SLA states your sole and exclusive remedy for any failure by Google Fiber to meet the Service Level Guarantee. If Google Fiber does not meet the Service Level Guarantee, you will be eligible to receive the SLA Credits described below.
The terms of this SLA are incorporated into the Agreement. Last modified: ( view archived versions)ĭuring the term of the agreement under which Google Fiber has agreed to provide Google Fiber Business Services to you (“ Agreement”), the Covered Service will provide a Monthly Uptime Percentage to you of 99.9% (the “ Service Level Guarantee”). Premium SMB Service Level Agreement (“SLA”)
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