Notify Google of SLA Financial Credit Eligibility

This form must be used to notify Google of SLA financial credit eligibility as explained in our Service Level Agreements. This support is currently only available in English.

A Notification of SLA Financial Credit Eligibility must be submitted within 30 days from the time your project becomes eligible to receive a financial credit (60 days for Compute Engine and Load Balancing). The eligibility window begins at the close of the month for which the customer is claiming credits.

Please fill out the form once per product, listing all impacted project IDs. In the rare case that multiple downtime incidents occur in a single calendar month, there is no need to fill out the form again if the same product and projects were impacted. SLAs are scoped to calendar months.

Note only email addresses for Google/Workspace accounts are accepted, we are unable to work with Workforce Identity Federation identities.

When submitting troubleshooting data to support, please ensure you remove any sensitive data such as account passwords, cardholder data, confidential business data, personal health information. Additionally, please avoid providing sensitive government information such as identification numbers or criminal justice information. We will use the troubleshooting data to help us address your support issues and to improve our services, subject to the Google Privacy Notice.

* Required field

Contact email *

Please enter a valid email address.

Project IDs *

Please list all projects for which you are requesting SLA credits, separated by commas or whitespace. Project ID can be found in the Google Cloud Platform Console, e.g., 'my-cloud-project'. Projects not explicitly included in this field will not be considered in calculations.

Please include at least one project id.

Product *

Please follow the instructions below or select a different product.

SLA credit requests for Compute Engine must include server log files showing loss of external connectivity errors and the date and time those errors occurred. Requests without this data may be rejected.

Which are you requesting for? *

Please enter the instance ID. *Add additional field

Please enter a valid instance ID (numerical). Instance names are not accepted.

SLA credit eligibility for instances in multiple zones requires that these instances be placed across two or more Zones in the same Region. Instances in a single Zone are not eligible for SLA credits. The full list of applicable zones is available here.

For Firebase SLA credit requests, please see this page.

For Google Maps Platform SLA credit requests, please see this page.

In order to receive any of the Financial Credits described in the Apigee SLA, Customer must notify Google at [email protected] within five (5) calendar days of the end of the month in which Customer becomes eligible to receive a Financial Credit. Failure to comply with this requirement will forfeit Customer's right to receive a Financial Credit.

In order to receive any of the Financial Credits described above, Customer must contact Chronicle at [email protected] within thirty days from the time Customer becomes eligible to receive a Financial Credit with a complete description of the Downtime and for how long. Failure to comply with this requirement will forfeit Customer’s right to receive a Financial Credit.

For AppSheet SLA credit requests, please see this page.

BMS Server Name *

Please provide the name of the applicable compute server and attached storage allotment provisioned in Customer's Bare Metal Solution environment.

Please enter a valid server name.

Which are you requesting for?

GKE Cluster Name

Please provide the name of the Kubernetes cluster.

Please enter a valid cluster name.

Month of violation *

Please enter the month of impact, using the format YYYY-MM.

All SLAs have a limited eligibility window, as described in the text of the SLA.

Date must be in the form YYYY-MM, and must be within the product's SLA eligibility window.

Full description

Please provide specifics of your request, e.g. description, question, or reason for SLA Financial Credit Request. To minimize delays, please ensure that all affected projects are listed in the Project IDs field above.

Please list the IDs for any support cases you opened related to this request.

Note this is not a substitute for a description of the issue or list of projects to be considered.

Enter the link for any Google-published incident posting related to this request.

Notify Google of SLA Financial Credit Eligibility

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