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You might want to have a look at some Google Cloud SLAs[1]. They are generally calculated based on actual performance on a particular customer's RPC traffic, do

You might want to have a look at some Google Cloud SLAs[1]. They are generally calculated based on actual performance on a particular customer's RPC traffic, down to individual RPCs (at least on Google Cloud Storage, where I work). Read through the agreements to the definition of "Error Rate", and I think you'll find the terms you're looking for. You're welcome! :) The root post does raise an important issue, though -- just because GCS thinks it's doing great on your RPCs doesn't mean that your system is doing great. [1] https://cloud.google.com/terms/sla/ https://cloud.google.com/terms/sla/

jaytaylor 7y ago
How are Google Cloud SLAs valuable when the service regularly has multi-hour (IIRC, > 5 hours!) (sometimes global) outages? I pose that Google is not presently in a good position to highlight as a role model or case-study for demonstration of effective cloud provider SLAs.
- badpun 7y ago
  >How are Google Cloud SLAs valuable when the service regularly has multi-hour (IIRC, > 5 hours!) (sometimes global) outages? You can sue them? (if that's not forbidden by the contract).
  - azernik 7y ago
    See my sibling comment - they have a process for talking to them to get discounts for months when they don't meet the SLA. If they don't give you said discount, you can sue them for breach of contract, but if they pay out you can't sue them for damages.
- azernik 7y ago
  You report to them your outage (https://support.google.com/cloud/contact/cloud_platform_sla https://support.google.com/cloud/contact/cloud_platform_sla) and then get monetary credits. e.g. for an arbitrarily-clicked service [1], it's 10% off for a month when they don't hit three 9s, 25% if they don't hit two 9s, and 50% off if they're below 95%. Which honestly isn't a very high uptime requirement, but there is a very clear process for getting payouts when they miss it. [1] https://cloud.google.com/filestore/sla https://cloud.google.com/filestore/sla

jaytaylor 7y ago

How are Google Cloud SLAs valuable when the service regularly has multi-hour (IIRC, > 5 hours!) (sometimes global) outages? I pose that Google is not presently in a good position to highlight as a role model or case-study for demonstration of effective cloud provider SLAs.

badpun 7y ago
>How are Google Cloud SLAs valuable when the service regularly has multi-hour (IIRC, > 5 hours!) (sometimes global) outages? You can sue them? (if that's not forbidden by the contract).
- azernik 7y ago
  See my sibling comment - they have a process for talking to them to get discounts for months when they don't meet the SLA. If they don't give you said discount, you can sue them for breach of contract, but if they pay out you can't sue them for damages.
azernik 7y ago
You report to them your outage (https://support.google.com/cloud/contact/cloud_platform_sla https://support.google.com/cloud/contact/cloud_platform_sla) and then get monetary credits. e.g. for an arbitrarily-clicked service [1], it's 10% off for a month when they don't hit three 9s, 25% if they don't hit two 9s, and 50% off if they're below 95%. Which honestly isn't a very high uptime requirement, but there is a very clear process for getting payouts when they miss it. [1] https://cloud.google.com/filestore/sla https://cloud.google.com/filestore/sla