Some products and features are in the process of being renamed. Generative playbook and flow features are also being migrated to a single consolidated console. See the details.
During the Term of the agreement under which Google has agreed to provide
Google Cloud Platform to Customer (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 authorizes
the resale or supply of Google Cloud Platform under a Google Cloud partner or
reseller program, then all references to Customer in this SLA mean Partner or
Reseller (as applicable), and any Financial Credit(s) will only apply for
impacted Partner or 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 Essentials Edition or Dialogflow Customer Experience Edition.
Dialogflow Trial 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\u003eDialogflow offers a Service Level Objective (SLO) of at least 99.9% Monthly Uptime Percentage for its Covered Service, which includes the Essentials and Customer Experience Editions, but excludes the Trial Edition.\u003c/p\u003e\n"],["\u003cp\u003eCustomers may be eligible for Financial Credits if Dialogflow fails to meet the 99.9% SLO, with credit percentages ranging from 10% to 50% depending on the actual Monthly Uptime Percentage achieved.\u003c/p\u003e\n"],["\u003cp\u003eTo receive Financial Credits, customers must notify Google technical support within 30 days of the eligibility, providing relevant details like project ID, job IDs, and the time of errors.\u003c/p\u003e\n"],["\u003cp\u003eDowntime is defined as an Error Rate exceeding 5%, measured based on server-side errors, and is subject to Back-off Requirements, where consecutive errors require increasingly longer wait times before re-issuing requests.\u003c/p\u003e\n"],["\u003cp\u003eThe maximum Financial Credit that Google will issue for a given month will not exceed 50% of the total amount that the Customer owes for that month.\u003c/p\u003e\n"]]],[],null,["# Dialogflow Service Level Agreement (SLA)\n\nLast modified: September 10, 2020 \\|\n[Previous Versions](#previous-versions)\n\nDuring the Term of the agreement under which Google has agreed to provide\nGoogle Cloud Platform to Customer (as applicable, the \"Agreement \"),\nthe Covered Service will provide a Monthly Uptime Percentage to Customer\nas follows (the \"Service Level Objective \" or \"SLO\"):\n\nIf Google does not meet the SLO, and if Customer meets its obligations under\nthis SLA, Customer will be eligible to receive the Financial Credits described\nbelow. This SLA states Customer's sole and exclusive remedy for any failure by\nGoogle to meet the SLO. Capitalized terms used in this SLA, but not defined in\nthis SLA, have the meaning stated in the Agreement. If the Agreement authorizes\nthe resale or supply of Google Cloud Platform under a Google Cloud partner or\nreseller program, then all references to Customer in this SLA mean Partner or\nReseller (as applicable), and any Financial Credit(s) will only apply for\nimpacted Partner or 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\n Dialogflow Essentials Edition or Dialogflow Customer Experience Edition.\n Dialogflow Trial 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.\n\n#### Previous Versions\n\n- [January 30, 2020](/dialogflow/sla-20200130)\n- [March 22, 2018](/dialogflow/sla-20180322)"]]
