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 Cloud
Translation Basic, Cloud Translation Advanced, or AutoML
- "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
- "Financial Credit" means the
|Monthly Uptime Percentage
||Percentage of monthly bill for applicable
Covered Service which does not meet SLO that will be
credited to future monthly bills of Customer
|99% – < 99.9%
|95% – < 99.0%
- "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
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 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.
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, inaccessible data, or, with respect
to AutoML Translation, use of a model that is beyond the
recommended model lifetime described
in the applicable Documentation.