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During the Term of the Google Cloud Platform License Agreement or Google Cloud Platform Reseller Agreement (as applicable, the "Agreement"), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the "Service Level Objective" or "SLO"):
Covered Service
Monthly Uptime Percentage
Dialogflow
>= 99.9%
If Google does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for any failure by Google to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement. If the Agreement is the Google Cloud Platform Reseller Agreement, then all references to Customer in this SLA mean Reseller, and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.
Definitions
The following definitions apply to the SLA:
"Back-off Requirements" means, when an error occurs, the Customer is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.
"Covered Service" means Dialogflow Enterprise Edition. Dialogflow Standard Edition is not covered under this SLA.
"Downtime" means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.
"Downtime Period" means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.
"Error Rate" means the number of Valid Requests that result in a response with HTTP Status 500 and Code "Internal Error" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.
"Financial Credit" means the following:
Monthly Uptime Percentage
Percentage of monthly bill for Covered Service which does not meet SLO that will be credited to future monthly bills of Customer
99% – < 99.9%
10%
95% – < 99.0%
25%
< 95%
50%
"Monthly Uptime Percentage" means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.
"Valid Requests" are requests that conform to the Documentation, and that would normally result in a non-error response.
Customer Must Request Financial Credit
In order to receive any of the Financial Credits described above, Customer must
notify Google technical support within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with identifying information (e.g. project ID and job IDs) and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Google will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.
Maximum Financial Credit
The total maximum number of Financial Credits to be issued by Google to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.
SLA Exclusions
The SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of Google's reasonable control; (ii) that resulted from Customer’s software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; (iv) that resulted from quotas applied by the system or listed in the Admin Console; or (v) that resulted from Customer use of the Covered Service inconsistent with the Documentation, including but not limited to invalid request fields, unauthorized users, or inaccessible data.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],[],[[["\u003cp\u003eThe Dialogflow Enterprise Edition service level objective (SLO) guarantees a monthly uptime of at least 99.9%.\u003c/p\u003e\n"],["\u003cp\u003eCustomers experiencing downtime exceeding the SLO can receive financial credits, ranging from 10% to 50% of the monthly bill, based on the severity of the downtime.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as an Error Rate exceeding 5%, where Error Rate is determined by the number of Valid Requests with HTTP Status 500 and Code "Internal Error".\u003c/p\u003e\n"],["\u003cp\u003eFinancial credits must be requested within 30 days of eligibility and are capped at a maximum of 50% of the monthly bill for the affected service.\u003c/p\u003e\n"],["\u003cp\u003eThe SLA excludes certain scenarios, including issues related to factors outside Google's control, customer-related software or hardware problems, or violations of the agreement.\u003c/p\u003e\n"]]],[],null,["# Dialogflow Service Level Agreement (SLA)\n\n| This is not the current version of this document and is provided for archival purposes [View the current version](/dialogflow/sla).\n\nDuring the Term of the Google Cloud Platform License Agreement or Google Cloud Platform Reseller Agreement (as applicable, the \"Agreement\"), the Covered Service will provide a Monthly Uptime Percentage to Customer as follows (the \"Service Level Objective\" or \"SLO\"):\n\nIf Google does not meet the SLO, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Financial Credits described below. This SLA states Customer's sole and exclusive remedy for any failure by Google to meet the SLO. Capitalized terms used in this SLA, but not defined in this SLA, have the meaning stated in the Agreement. If the Agreement is the Google Cloud Platform Reseller Agreement, then all references to Customer in this SLA mean Reseller, and any Financial Credit(s) will only apply for impacted Reseller order(s) under the Agreement.\n\n#### Definitions\n\nThe following definitions apply to the SLA:\n\n- **\"Back-off Requirements\"** means, when an error occurs, the Customer is responsible for waiting for a period of time before issuing another request. This means that after the first error, there is a minimum back-off interval of 1 second and for each consecutive error, the back-off interval increases exponentially up to 32 seconds.\n\n- **\"Covered Service\"** means Dialogflow Enterprise Edition. Dialogflow Standard Edition is not covered under this SLA.\n\n- **\"Downtime\"** means more than a 5% Error Rate. Downtime is measured based on server side Error Rate.\n\n- **\"Downtime Period\"** means a period of one or more consecutive minutes of Downtime. Partial minutes or Intermittent Downtime for a period of less than one minute will not be counted towards any Downtime Periods.\n\n- **\"Error Rate\"** means the number of Valid Requests that result in a response with HTTP Status 500 and Code \"Internal Error\" divided by the total number of Valid Requests during that period. Repeated identical requests do not count towards the Error Rate unless they conform to the Back-off Requirements.\n\n- **\"Financial Credit\"** means the following:\n\n- **\"Monthly Uptime Percentage\"** means total number of minutes in a month, minus the number of minutes of Downtime suffered from all Downtime Periods in a month, divided by the total number of minutes in a month.\n\n- **\"Valid Requests\"** are requests that conform to the Documentation, and that would normally result in a non-error response.\n\n#### Customer Must Request Financial Credit\n\nIn order to receive any of the Financial Credits described above, Customer must\n[notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla) within 30 days from the time Customer becomes eligible to receive a Financial Credit. Customer must also provide Google with identifying information (e.g. project ID and job IDs) and the date and time those errors occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit. If a dispute arises with respect to this SLA, Google will make a determination in good faith based on its system logs, monitoring reports, configuration records, and other available information.\n\n#### Maximum Financial Credit\n\nThe total maximum number of Financial Credits to be issued by Google to Customer for any and all Downtime Periods that occur in a single billing month will not exceed 50% of the amount due by Customer for the Covered Service for the applicable month. Financial Credits will be made in the form of a monetary credit applied to future use of the Service and will be applied within 60 days after the Financial Credit was requested.\n\n#### SLA Exclusions\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta (unless otherwise stated in the associated Documentation), (b) features excluded from the SLA (in the associated Documentation), or (c) errors: (i) caused by factors outside of Google's reasonable control; (ii) that resulted from Customer's software or hardware or third party software or hardware, or both; (iii) that resulted from abuses or other behaviors that violate the Agreement; (iv) that resulted from quotas applied by the system or listed in the Admin Console; or (v) that resulted from Customer use of the Covered Service inconsistent with the Documentation, including but not limited to invalid request fields, unauthorized users, or inaccessible data."]]
