Gemini Enterprise Service Level Agreement (SLA)
During the Term of the agreement under which Google has agreed to provide Google Cloud Platform to Customer (as applicable, the "Agreement"), the respective Covered Service will provide a Monthly Uptime Percentage to Customer (the "Service Level Objective" or "SLO") as follows:
Covered Service
Monthly Uptime Percentage
Stream Assist method of Google Agentspace (Assistant chat experience)
99.5%
Search method of Google Agentspace
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. Monthly Uptime Percentage and Financial Credit are determined on a calendar month basis per Project. 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 set forth 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:
- "Covered Service" means the applicable Google Agentspace functionality listed under the "Covered Service" column in the table above.
- "Downtime" means more than a five percent Error Rate and is measured based on server side Error Rate.
- "Downtime Period" means a period of five or more consecutive minutes of Downtime. Partial minutes or intermittent Downtime for a period of less than five minutes will not count toward any Downtime Periods.
- "Error Rate" means the number of Valid Requests that result in an error code response with HTTP Status 500 or 503 divided by the total number of Valid Requests during the Downtime Period.
- "Financial Credit" means the following for StreamAssist method of Gemini Enterprise (Assistant chat experience):
Monthly Uptime Percentage
Percentage of monthly bill for the Covered Service that does not meet SLO that will be credited to Customer's future monthly bills
99.0% - < 99.5%
10%
95.0% - < 99.0%
25%
< 95.0%
50%
- "Financial Credit" means the following for Search method of Gemini Enterprise:
Monthly Uptime Percentage
Percentage of monthly bill for the Covered Service that does not meet SLO that will be credited to Customer's future monthly bills
99.0% - < 99.9%
10%
95.0% - < 99.0%
25%
< 95.0%
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.
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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 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.