Hey Alex, The SLA applies to all apps using HRD (as outlined in the ToS). While it technically applies to Free apps, the compensation for failure to meet the SLA is a refund of a portion of your monthly bill, since Free apps don't pay anything there would be no compensation. The specifics about what is covered under the SLA are in the the SLA link you provided (in terms of which services are covered).
Customer is defined in the ToS as noted in the previous response. All upcoming changes to the ToS can be found here: https://developers.google.com/appengine/upcoming_terms which is referenced in the ToS. You're correct that the current terms doesn't link to the SLA, that's an oversight that we'll correct. Let me know if you have any other questions! Greg D'Alesandre Senior Product Manager, Google App Engine On Fri, Apr 27, 2012 at 7:09 PM, alex <a...@cloudware.it> wrote: > So, the only mention of SLA in > TOS<https://developers.google.com/appengine/terms>is the following: > > "Google warrants it will provide the Service in accordance with the > applicable SLA" > > Could someone from AE team clarify where it is specified what applicable > SLA means and where it can be applied (aside from features/pricing > page<http://www.google.com/enterprise/cloud/appengine/pricing.html>which has > no legal base/authority for an business entity defined as > "Customer" in TOS as the page is not mentioned anywhere in TOS). > > I'm just trying to understand what guarantees my company can give to our > customers based on AE TOS and SLA (again, if applicable without applying > for a Premier account). > > > Thanks a lot, > Alex. > > > On Thursday, April 26, 2012 8:01:43 PM UTC+2, alex wrote: >> >> Right. Thanks for the link, Barry. >> >> The thing is, that's just a page describing it in a marketing-like style. >> That page, however, isn't mentioned anywhere in TOS nor SLA. >> >> I don't mind running my apps "for me and my friends" (which I did and am >> doing on AE) but when it comes to business and you practically have to >> give guarantees to your customers. The guarantees/whatever are TOS and SLAs >> and a "features and pricing table page" won't cut it as lawyers and other >> legal/whatever people and entities will only consider TOS and SLA. >> >> The other problem with that page is, Google changed lots of things >> recently, including deprecation and other policies. There's a chance that >> features/pricing page just isn't updated yet. Again, it's referenced in >> neither TOS nor in the SLA. >> >> Don't get me wrong. This is not a complain. I'm just trying to figure out >> my options from the legal/agreement point of view (tech side is awesome). >> >> >> On Thursday, April 26, 2012 7:37:40 PM UTC+2, barryhunter wrote: >>> >>> Seems pretty clear here: >>> http://www.google.com/**enterprise/cloud/appengine/**pricing.html<http://www.google.com/enterprise/cloud/appengine/pricing.html> >>> who the SLA applies to. >>> >>> Anyone actually paying for the service. >>> >>> On Thu, Apr 26, 2012 at 6:08 PM, alex <a...@cloudware.it> wrote: >>> > I'm afraid my post got lost somewhere in other threads so I'll start a >>> new >>> > one. >>> > I was re-reading it >>> > (https://developers.google.**com/appengine/sla<https://developers.google.com/appengine/sla>) >>> and the >>> > following raised a couple questions. >>> > >>> > "Eligible Application" means an Application that has been created by >>> > Customer using the High Replication Datastore setting. >>> > >>> > The questions are: >>> > >>> > 1. "Customer" term is not defined anywhere in the SLA (unless I missed >>> it) >>> > so, I'm not really sure whether Customer means Billing Administrator >>> (for a >>> > paid app) or it now relates to App Engine Premier Accounts only, or >>> > both. OTOH, Customer is defined as "the business entity agreeing to >>> these >>> > terms" in AE TOS. So, this looks more like a Premier Accounts only but >>> I >>> > might have missed something. >>> > >>> > 2. There's no mention about what billing setting that Application >>> > could/should have: paid, only premier or even a free quota. The latter >>> > actually fits the original quote sentence, but I'd don't think it >>> really is >>> > the case. >>> > >>> > >>> > To sum up the above, the real question is: under which conditions an >>> app >>> > deployed/running on AE is covered by the SLA? (paid / premier / only >>> between >>> > Google and a business entity or can be a single developer / etc) >>> > >>> > >>> > Sorry if this is not the right place to ask such a question. SO is >>> neither I >>> > guess, and I can't use Billing Requests form as it asks for a App ID >>> and >>> > this is not about a specific app deployed on AE. Could someone from AE >>> team >>> > clarify the above or direct me to an official >>> > channel (e.g. >>> > appengine_**premier_reque...@google.com<appengine_premier_reque...@google.com> >>> **email address?) >>> > >>> > >>> > Thanks! >>> > Alex. >>> > >>> > -- >>> > You received this message because you are subscribed to the Google >>> Groups >>> > "Google App Engine" group. >>> > To view this discussion on the web visit >>> > https://groups.google.com/d/**msg/google-appengine/-/**3saW2TWZesgJ<https://groups.google.com/d/msg/google-appengine/-/3saW2TWZesgJ>. >>> >>> > To post to this group, send email to google-appengine@googlegroups.** >>> com <google-appengine@googlegroups.com>. >>> > To unsubscribe from this group, send email to >>> > google-appengine+unsubscribe@**googlegroups.com<google-appengine%2bunsubscr...@googlegroups.com>. >>> >>> > For more options, visit this group at >>> > http://groups.google.com/**group/google-appengine?hl=en<http://groups.google.com/group/google-appengine?hl=en>. >>> >>> >> -- > You received this message because you are subscribed to the Google Groups > "Google App Engine" group. > To view this discussion on the web visit > https://groups.google.com/d/msg/google-appengine/-/Nt1VgXopgqwJ. > > To post to this group, send email to google-appengine@googlegroups.com. > To unsubscribe from this group, send email to > google-appengine+unsubscr...@googlegroups.com. > For more options, visit this group at > http://groups.google.com/group/google-appengine?hl=en. > -- You received this message because you are subscribed to the Google Groups "Google App Engine" group. 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