Last Updated: 9 August, 2021 | Previous Versions
Google Marketing Platform - GA 360 Service Level Agreements
For purposes of clarification, unless otherwise noted herein, all capitalized terms used in these GA 360 Service Level Agreements (the "SLAs") will have the meaning given to them in the applicable APA, Google Platform Services Terms and Conditions, and GA 360 Suite Order Form, GA 360 Order Form and/or Analytics Order Form (as modified from time to time) in place between Company and Google and will be applicable to the extent Company is purchasing the specific Analytics Service (as defined in the GA 360 Suite Order Form, GA 360 Order Form and/or the Analytics Order Form). The SLAs may be modified at any time with at least 7 days prior written notice; provided that the SLAs provided to existing customers will not change until the applicable current contract term expires.
Definitions
"Downtime"- means the applicable definition of downtime set forth below for each SLA described below, in each case, excluding (i) time resulting from technical malfunctions in the Mobile SDKs, in Company's website's systems, or any other circumstances beyond Google's reasonable control (including, without limitation, Internet delays, network congestion and ISP malfunctions) and (ii) other than with respect to the UA 360 Collection SLA, time required for routine system maintenance (with notice to Company, such as through in-product notifications) or customer initiated account upgrades. Partial minutes or intermittent downtime for a period of less than one minute will not be counted towards Downtime. For purposes of the Collection SLAs, Downtime does not include client-side sampling.
"Uptime Percentage"- means the total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month. For purposes of Analytics 360 and the GA 360 SLAs (as defined below), the ‘total number of minutes in a calendar month’ are equal to the total number of minutes in a calendar month for which the applicable Property had an active Analytics 360 order (learn more about upgrades and downgrades).
Google Analytics 360
Google Analytics 360 offers a different Service Level Agreement for each Property type available (either Universal Analytics or Google Analytics 4 (GA4)). If Company has purchased Analytics 360 and is being billed according to GA4 Property Events under the relevant Analytics Order Form, Google will provide the GA 360 SLA for GA4 Properties outlined below. Otherwise if Company has purchased Analytics 360 and is being billed according to Universal Analytics Property (f/k/a “Classic”) Hits under the relevant GA 360 Suite Order Form or GA 360 Order Form, Google will provide the UA 360 SLA for Universal Analytics Properties outlined below. In no event will Company receive both the GA 360 SLA and UA 360 SLA under the same GA 360 Suite Order Form, GA 360 Order Form or Analytics Order Form.
1. GA 360 SLA for GA4 Properties
Google will use commercially reasonable efforts to ensure that the Analytics 360 Service meets the service levels indicated below for each GA4 Property (collectively, the "GA 360 SLAs"). If Google fails to meet the GA 360 SLAs in any calendar month, and if Company meets its obligations under the GA 360 SLAs, Company will be eligible to receive credit in accordance with the applicable credit percentage set forth below ("GA4 Credit") calculated against the Analytics 360 Monthly Service Fees paid by Company for the calendar months during which Google failed to meet the applicable GA 360 SLAs.
In order to receive such GA4 Credit, Company must notify Google technical support (see here) of each impacted GA4 Property within 30 days from the time Company becomes eligible to receive such GA4 Credit. Failure to comply with this requirement will forfeit Company's right to such GA4 Credit. GA4 Credit will be issued as a credit for the affected invoice (which Company may apply to its following monthly invoice). The maximum GA4 Credit that Company may be eligible for in the aggregate in any given calendar month is 25% of the Analytics 360 Monthly Service Fees for that month. If Google fails to meet any of the GA 360 SLAs in any 3 consecutive months or in any 4 months in any 12-consecutive month period, Company will have a one-time right to terminate its Analytics Order Form upon prior written notice to Google, subject to such notice being received by Google within 30 days of the end of the month in which Company becomes eligible for such right of termination. The remedies set forth in these GA 360 SLAs are Company's sole and exclusive remedies for any failure by Google to meet the GA 360 SLAs. Google will make an SLA determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.
| GA 360 SLA for GA4 Properties | Downtime | GA4 Credit % of Analytics 360 Monthly Service Fee | ||
|---|---|---|---|---|
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Collection SLA Analytics 360 Service collects Company Data from GA4 Properties at an Uptime Percentage of at least 99.9%. |
Time during which the collection component of the Analytics 360 Service is generally unavailable for a GA4 Property. |
Uptime Percentage ≥96.0% but <99.9% ≥93.0% but <96.0% ≥90.0% but <93.0% <90.0% |
GA4 Credit % 5% 10% 15% 25% |
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Reporting SLA The reporting interface for GA4 Properties in the Analytics 360 Service is available for Company's use at an Uptime Percentage of at least 99%. The Reporting SLA excludes the features set forth in the Reporting SLA Exceptions article available at https://support.google.com/analytics/answer/10999787 (as modified from time to time at Google's sole discretion) and does not apply to XL GA4 Properties.* |
Time during which the Company is unable to make a reporting request for a GA4 Property or otherwise log-in to the Analytics 360 Service interface for such GA4 Property. |
Uptime Percentage ≥96.0% but <99.0% ≥93.0% but <96.0% ≥90.0% but <93.0% <90.0% |
GA4 Credit % 5% 10% 15% 25% |
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Data Processing SLA Except as set forth in the Data Processing SLA Exceptions article available at https://support.google.com/analytics/answer/10742670 (as modified from time to time at Google's sole discretion), the Analytics 360 Service processes collected Company Data for each GA4 Property based on such Property’s largest size classification* for the applicable calendar month as follows: (1) within 4 hours of receipt at an Uptime Percentage of at least 98% for Normal GA4 Properties, (2) within 48 hours of midnight (Pacific Time) at an Uptime Percentage of 98% of the time for Large GA4 Properties, and (3) within 7 days of midnight (Pacific Time) at an Uptime Percentage of 98% of the time for XL GA4 Properties. |
Times of processing delay during which the Analytics 360 Service takes longer than the applicable timeframe for the corresponding GA4 Property size tier set forth in the Data Processing SLA to process collected Company Data for such GA4 Property. |
Uptime Percentage ≥96.0% but <98.0% ≥93.0% but <96.0% ≥90.0% but <93.0% <90.0% |
GA4 Credit % 5% 10% 15% 25% |
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* For a given day, a Property is deemed (i) “Normal” if such Property has collected and processed fewer than 25 billion Events, (ii) “Large” if such Property has collected and processed 25 billion or more Events, and (iii) “XL” if such Property has collected and processed 250 billion or more Events, in each case, in the prior 31 day period (excluding the applicable given day (in the Property’s timezone)). Notwithstanding the foregoing, a Property may be deemed “XL” for a given day if such Property has collected and processed an average of 15 billion or more Events over the prior 7 day period (excluding the applicable given day (in the Property’s timezone)). For purposes of the Reporting SLA and Data Processing SLA under the GA 360 SLAs, the largest size classification given to GA4 Property under this paragraph in a calendar month period will determine the corresponding GA 360 SLA tier and/or availability for such Property over the same applicable calendar month.
The GA 360 SLAs apply solely to Company Data collected directly through the then-current version(s) of OSCI (as defined in the Analytics Service Specific Terms, which, for the avoidance of doubt, excludes all deprecated features) and do not apply to any Company Data collected, processed or reported through the use of Integration Features or Universal Analytics Properties. For purposes of the GA 360 SLAs, Integration Feature means any Analytics 360 Service feature that collects metrics by means other than through an OSCI, has an interface for displaying information collected via an OSCI that is separate from the Analytics 360 Service's or exports metrics to other Google or third party products or services. Integration Features include (but are not limited to) any Analytics 360 Service features that collect metrics from or export metrics to other Google or third party products including Google Ads, AdSense, and BigQuery. Integration Features also include Firebase and apply to Company’s use of, or data reported through, such service. The Reporting SLA does not apply to reporting on non-web based Google Analytics reporting UIs. The Collection SLA and Data Processing SLA only apply to the extent Company sends data in accordance with the guidelines available at https://developers.google.com/analytics/ (as modified from time to time at Google's sole discretion). Beta Features, including GA4 Properties participating in the Google Analytics Alpha Program, are excluded from the GA 360 SLAs.
2. UA 360 SLA for Universal Analytics Properties
Google will use commercially reasonable efforts to ensure that the Analytics 360 Service meets the service levels indicated below for Universal Analytics Properties (collectively, the "UA 360 SLAs"). If Google fails to meet the UA 360 SLAs in any calendar month, and if Company meets its obligations under the UA 360 SLAs, Company will be eligible to receive credit in an amount equal to Analytics 360 monthly fees paid by Company for the calendar months during which Google failed to meet the applicable UA 360 SLAs ("Analytics Credit"). In order to receive such Analytics Credit, Company must notify Google technical support (see here) within 30 days from the time Company becomes eligible to receive such Analytics Credit. Failure to comply with this requirement will forfeit Company's right to such Analytics Credit. Analytics Credit will be issued as a credit for the affected invoice (which Company may apply to its following monthly invoice). For purposes of the Data Processing SLA, Google may, in lieu of providing the Analytics Credit pursuant to the terms of these SLAs, elect to re-process or restore applicable Company Data, in which case Company will no longer be eligible for such Credit. The maximum Credit that Company may be eligible for in the aggregate in any given calendar month is 100% of Analytics 360 monthly fees. If Google fails to meet any of the UA 360 SLAs in any 3 consecutive months or in any 4 months in any 12-consecutive month period, Company will have a one-time right to terminate its GA 360 Order Form or GA 360 Suite Order Form (as applicable) upon prior written notice to Google, subject to such notice being received by Google within 30 days of the end of the month in which Company becomes eligible for such right of termination. The remedies set forth in these UA 360 SLAs are Company's sole and exclusive remedies for any failure by Google to meet the UA 360 SLAs.
| UA 360 SLAs for Universal Analytics Properties | Downtime |
|---|---|
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Collection SLA Analytics 360 Service collects Company Data from Universal Analytics Properties at an Uptime Percentage of at least 99.9%. |
Time during which the collection component of the Analytics 360 Service is generally unavailable to Google's customers. |
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Reporting SLA The reporting interface for Universal Analytics in the Analytics 360 Service is available for Company's use at an Uptime Percentage of least 99%. |
Time during which the Company is unable to log-in to the Analytics 360 Service interface for Universal Analytics. |
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Data Processing SLA Except as set forth in the Data Processing SLA Exceptions article available at https://support.google.com/analytics/answer/6223844?hl=en&ref_topic=2430414 (as modified from time to time at Google's sole discretion), the Analytics 360 Service processes collected Company Data from Universal Analytics (1) within 4 hours of receipt at an Uptime Percentage of at least 98% for Universal Analytics Properties that receive fewer than or equal to 2 billion Hits per calendar month and (2) within 24 hours of midnight (Pacific Time) at an Uptime Percentage of 98% of the time for Universal Analytics Properties that receive more than 2 billion Hits per calendar month. |
Times of processing delay during which the Analytics 360 Service takes longer than the applicable timeframe set forth in the Data Processing SLA to process collected Company Data for Universal Analytics Properties. |
The UA 360 SLAs apply solely to Company Data collected directly through the then-current version(s) of OSCI (which, for the avoidance of doubt, excludes all deprecated features) and do not apply to any Company Data collected, processed or reported through the use of Integration Features or GA4 Properties. For purposes of the UA 360 SLAs, Integration Feature means any Analytics 360 Service feature that collects metrics by means other than through an OSCI, has an interface for displaying information collected via an OSCI that is separate from the Analytics 360 Service's or exports metrics to other Google or third party products or services. Integration Features include (but are not limited to) any Analytics 360 Service features that collect metrics from or export metrics to other Google or third party products including Google Ads, AdSense, Firebase, and BigQuery. The Reporting SLA does not apply to reporting on non-web based Google Analytics reporting UIs. The Collection SLA and Data Processing SLA only apply to the extent Company sends data in accordance with the guidelines available at https://developers.google.com/analytics/ (as modified from time to time at Google's sole discretion). Beta Features are excluded from the UA 360 SLAs.
Optimize 360
Google will use commercially reasonable efforts to ensure that the Optimize 360 Service meets the service levels indicated below (collectively, the "Optimize 360 SLAs"). For clarity, the Optimize 360 SLAs do not apply during Downtime. If Google fails to meet the Optimize 360 SLAs in any calendar month, and if Company meets its obligations under the Optimize 360 SLAs, Company will be eligible to receive credit in an amount equal to Optimize 360 monthly fees paid by Company for the calendar months during which Google failed to meet the applicable Optimize 360 SLAs ("Optimize Credit"). In order to receive such Optimize Credit, Company must notify Google technical support within 30 days from the time Company becomes eligible to receive such Optimize Credit. Failure to comply with this requirement will forfeit Company's right to such Optimize Credit. Optimize Credit will be issued as a credit for the affected invoice (which Company may apply to its following monthly invoice). The maximum Optimize Credit that Company may be eligible for in the aggregate in any given calendar month is 100% of monthly fees. If Google fails to meet any of the Optimize 360 SLAs in any 3 consecutive months or in any 4 months in any 12-consecutive month period, Company will have a one-time right to terminate its GA 360 Order Form or GA 360 Suite Order Form (as applicable) upon prior written notice to Google, subject to such notice being received by Google within 30 days of the end of the month in which Company becomes eligible for such right of termination. The remedies set forth in these Optimize 360 SLAs are Company's sole and exclusive remedies for any failure by Google to meet the Optimize 360 SLAs. For clarity, the Optimize 360 SLAs and beta features are Confidential Information under the APA or Google Platform Services Terms and Conditions (as applicable).
| Optimize 360 SLAs | Downtime |
|---|---|
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Optimize Container Delivery SLA Company's Optimize Containers, as most recently published by Company, will be served to Properties configured to send Hits to an OEP and enabled under the Optimize 360 Service at the lesser of the following: (i) 99.99% of Optimize Container requests, as most recently published by Company or (ii) the total number of Optimize Container requests in any calendar month minus 500 Optimize Container requests. |
Periods of Optimize 360 Service unavailability. |
The Optimize Container Delivery SLA only applies (1) if Company uses the Optimize 360 Service in accordance with the applicable APA, Google Platform Services Terms and Conditions, and/or GA 360 Order Form or GA 360 Suite Order Form (as applicable), (2) when the Optimize Container is requested of an Optimize 360 server and (3) the total number of requests for all Optimize Containers across all Properties is no more than 20 billion per month, calculated on a calendar monthly basis. Beta Features are excluded from the Optimize 360 SLAs. The Optimize 360 SLAs are not offered under the Analytics Order Form (when Company is billed on GA4 Property Events and the GA 360 SLAs would apply) and are not available for Properties configured to send Events to an OEP unless explicitly agreed to in writing by Google.
Tag Manager 360
Google will use commercially reasonable efforts to ensure that the Tag Manager 360 Service meets the service levels indicated below (collectively, the "Tag Manager 360 SLAs"). For clarity, the Tag Manager 360 SLAs do not apply during Downtime. If Google fails to meet the SLAs in any calendar month, and if Company meets its obligations under the Tag Manager 360 SLAs, Company will be eligible to receive credit in an amount equal to Tag Manager 360 monthly fees paid by Company for the calendar months during which Google failed to meet the applicable Tag Manager 360 SLAs ("Tag Manager Credit"). If Company is receiving the Tag Manager 360 Service for free, the "Tag Manager Credit" will be an amount equal to Google's standard retail Monthly Service Fee for up to 50,000,000 Tag Container requests per month as of the Tag Manager 360 Effective Date (e.g., $4,000 USD per month); provided however, such "Tag Manager Credit" amount will not exceed the total amount paid by Company for all GA 360 products for the applicable calendar month(s) in which Google failed to meet the Tag Manager 360 SLAs. In order to receive such Tag Manager Credit, Company must notify Google technical support within 30 days from the time Company becomes eligible to receive such Tag Manager Credit. Failure to comply with this requirement will forfeit Company's right to such Tag Manager Credit. Tag Manager Credit will be issued as a credit for the affected invoice (which Company may apply to its following monthly invoice). The maximum Tag Manager Credit that Company may be eligible for in the aggregate in any given calendar month is 100% of monthly fees. If Google fails to meet any of the Tag Manager 360 SLAs in any 3 consecutive months or in any 4 months in any 12-consecutive month period, Company will have a one-time right to terminate its GA 360 Order Form, GA 360 Suite Order Form and/or Analytics Order Form (as applicable) upon prior written notice to Google, subject to such notice being received by Google within 30 days of the end of the month in which Company becomes eligible for such right of termination. The remedies set forth in these Tag Manager 360 SLAs are Company's sole and exclusive remedies for any failure by Google to meet the Tag Manager 360 SLAs.
| Tag Manager 360 SLAs | Downtime |
|---|---|
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Tag Management Tag Container Delivery
SLA Company's Tag Container requests, as most recently published by Company, will be served to Properties enabled under the Tag Manager 360 Service at the lesser of the following: (i) 99.99% of Tag Container requests, as most recently published by Company, or (ii) the total number of Tag Container requests in any calendar month minus 500 Tag Container requests. |
Periods of Tag Manager 360 Service unavailability. |
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Tag Management Configuration SLA The Tag Container configuration interface provided as part of the Tag Manager 360 Service is available for Company's use in connection with the Tag Manager 360 Service at an Uptime Percentage of 99%. |
Periods of Tag Manager 360 Service unavailability during which time the Company is unable to log-in to the Tag Manager 360 front-end. |
The Tag Management Container Delivery SLA and Tag Management Configuration SLA only apply if Company uses the Tag Manager Service 360 in accordance with the applicable APA, Platform Services Terms and Conditions, and GA 360 Order Form, GA 360 Suite Order Form and/or Analytics Order Form (as applicable). The Tag Management Container Delivery SLA applies only when (1) the Tag Container is requested of a Tag Manager 360 server and (2) the total number of requests for all Tag Containers across all Properties is no more than 20 billion per month, calculated on a calendar monthly basis. Beta Features are excluded from the Tag Manager 360 SLAs.
On-going Support
Google will use commercially reasonable efforts to meet the applicable target response and resolution timeframes set forth in the Related Resources section of the Enterprise Service Level Support article available at https://support.google.com/marketingplatform/answer/9013859 (or such other URL as Google may provide from time to time) as modified from time to time at Google's sole discretion).
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