Google Earth Engine Service Level Agreement (SLA)

The following definitions apply to the SLA:

• "Back-off Requirements" means, when an error occurs, the Customer Application 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 Google Earth Engine Compute (Batch), Compute (Online), and Storage for Projects covered by an Earth Engine Professional or Earth Engine Premium package.
• "Downtime" means more than a ten percent Error Rate and is measured based on server side Error Rate.
• "Downtime Period" means a period of ten or more consecutive minutes of Downtime. Partial minutes will not be counted towards any Downtime Periods.
• "Error Rate" means the number of Valid Requests that result in a response with an HTTP Status 500 and Code "Internal Error" divided by the total number of Valid Requests during that period, subject to a minimum of 200 Valid Requests in the measurement 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" 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 to the Earth Engine API that conform to the Documentation, and that would normally result in a non-error response.

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 log files showing Downtime Periods and the date and time they occurred. If Customer does not comply with these requirements, Customer will forfeit its right to receive a Financial Credit.

The aggregate maximum number of Financial Credits issued by Google to Customer for all Downtime Periods in a single billing month will not exceed 50% of the amount due from Customer for the Covered Service for the applicable month. Financial Credits will be 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.

The SLA does not apply to any (a) features or services designated pre-general availability (unless otherwise stated in the associated Documentation); (b) features or services 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; or (iv) that resulted from quotas applied by the system or listed in the Documentation or Admin Console.