This is the App Engine SLA <https://cloud.google.com/appengine/sla>which defines the allowable downtime and the specific percentages when downtime is exceeded. You can fill out this form <https://support.google.com/cloud/contact/cloud_platform_sla> to request a review if it seems SLA was not met, this should be done no more than 30 days after the close of the month for which you are requesting an adjustment. If you suspect you are being affected by a known issue, check the dashboard <https://status.cloud.google.com/>and issue tracker <https://cloud.google.com/support/docs/issue-trackers>where known issues and their progress for resolution may be posted. If you have access to the Google Cloud Support <https://cloud.google.com/support/>, they will be able to confirm it.
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