Cloud Vision and Cloud AutoML Vision Service Level Agreement (SLA)
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Last modified: November 20, 2019
During the Term of the agreement under which Google has agreed to provide Google
Cloud Platform to Customer (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
Google Cloud Vision
>= 99.9%
Cloud AutoML Vision Deployment and Online Prediction for models deployed on 2 or more nodes
>= 99.9%
Cloud AutoML Vision Batch Prediction
>= 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 apply only 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 Cloud Vision, Cloud AutoML Vision
Deployment and Online Prediction for models deployed on 2 or more nodes, or
Cloud AutoML Vision Batch Prediction.
"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 (i) with respect to Cloud Vision, 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; (ii) with respect to Cloud AutoML Vision Deployment and Online
Prediction, the number of predict API calls that result in a response with
HTTP Status 500 or 503 divided by the total number of predict API calls; and
(iii) with respect to Cloud AutoML Vision Batch Prediction, the number of
batchPredict API calls that result in a response with HTTP Status 500 or 503
divided by the total number of batchPredict API calls.
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 the respective 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 mustnotify Google technical supportwithin 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.
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, inaccessible data, or,
with respect to Cloud AutoML Vision, use of a model that is beyond the
recommended model lifespan described in the applicable Documentationfor
Image ClassificationandObject Detection.
[[["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"]],[],[],[],null,["# Cloud Vision and Cloud AutoML Vision Service Level Agreement (SLA)\n\nLast modified: November 20, 2019\n| This is not the current version of this document and is provided for archival purposes. [View the current version](/vision/sla)\n\nDuring the Term of the agreement under which Google has agreed to provide Google\nCloud Platform to Customer (the \"Agreement\"), the Covered Service will provide a\nMonthly Uptime Percentage to Customer as follows\n(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 apply only for\nimpacted Partner or Reseller order(s) under the Agreement.\n\nDefinitions\n-----------\n\nThe following definitions apply to the SLA:\n\n- **\"Back-off Requirements\"** means, when an error occurs, the\n Customer is responsible for waiting for a period of time before\n issuing another request. This means that after the first error,\n there is a minimum back-off interval of 1 second and for each\n consecutive error, the back-off interval increases exponentially up\n to 32 seconds.\n\n- **\"Covered Service\"** means Cloud Vision, Cloud AutoML Vision\n Deployment and Online Prediction for models deployed on 2 or more nodes, or\n Cloud AutoML Vision Batch Prediction.\n\n- **\"Downtime\"** means more than a 5% Error Rate. Downtime is\n measured based on server side Error Rate.\n\n- **\"Downtime Period\"** means a period of one or more consecutive\n minutes of Downtime. Partial minutes or Intermittent Downtime for\n a period of less than one minute will not be counted towards any\n Downtime Periods.\n\n- **\"Error Rate\"** means (i) with respect to Cloud Vision, the number of Valid\n Requests that result in a response with HTTP Status 500 and Code\n \"Internal Error\" divided by the total number of Valid Requests during that\n period; (ii) with respect to Cloud AutoML Vision Deployment and Online\n Prediction, the number of predict API calls that result in a response with\n HTTP Status 500 or 503 divided by the total number of predict API calls; and\n (iii) with respect to Cloud AutoML Vision Batch Prediction, the number of\n batchPredict API calls that result in a response with HTTP Status 500 or 503\n divided by the total number of batchPredict API calls.\n Repeated identical requests do not count towards the Error Rate unless they\n 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\n month, minus the number of minutes of Downtime suffered from all\n Downtime Periods in a month, divided by the total number of minutes\n in a month.\n\n- **\"Valid Requests\"** are requests that conform to the Documentation,\n and that would normally result in a non-error response.\n\nCustomer must request financial credit\n--------------------------------------\n\nIn order to receive any of the Financial Credits described above,\nCustomer must\n[notify Google technical support](https://support.google.com/cloud/contact/cloud_platform_sla)\nwithin 30 days from the\ntime Customer becomes eligible to receive a Financial Credit. Customer\nmust also provide Google with identifying information\n(e.g. project ID) and the date and time those errors occurred. If\nCustomer does not comply with these requirements, Customer will\nforfeit its right to receive a Financial Credit. If a dispute\narises with respect to this SLA, Google will make a determination in\ngood faith based on its system logs, monitoring reports, configuration\nrecords, and other available information.\n\nMaximum financial credit\n------------------------\n\nThe total maximum number of Financial Credits to be issued by Google\nto Customer for any and all Downtime Periods that occur in a single\nbilling month will not exceed 50% of the amount due by Customer for\nthe Covered Service for the applicable month. Financial Credits will\nbe made in the form of a monetary credit applied to future use of the\nService and will be applied within 60 days after the Financial Credit\nwas requested.\n\n#### SLA exclusions\n\nThe SLA does not apply to any: (a) features designated Alpha or Beta\n(unless otherwise stated in the associated Documentation), (b)\nfeatures excluded from the SLA (in the associated Documentation), or\n(c) errors: (i) caused by factors outside of Google's reasonable\ncontrol; (ii) that resulted from Customer's software or hardware or\nthird party software or hardware, or both; (iii) that resulted from\nabuses or other behaviors that violate the Agreement; (iv) that\nresulted from quotas applied by the system or listed in the Admin\nConsole; or (v) that resulted from Customer use of the Covered\nService inconsistent with the Documentation, including but not\nlimited to invalid request fields, unauthorized users, inaccessible data, or,\nwith respect to Cloud AutoML Vision, use of a model that is beyond the\nrecommended model lifespan described in the applicable Documentation [for\nImage Classification](/vision/automl/docs/models) and\n[Object Detection](/vision/automl/object-detection/docs/models)."]]
