Google Apps Service Level Agreement

Google Apps SLA. During the Term of the applicable Google Apps Agreement, the Google Apps Covered Services web interface will be operational and available to Customer at least 99.9% of the time in any calendar month (the "Google Apps SLA"). If Google does not meet the Google Apps SLA, and if Customer meets its obligations under this Google Apps SLA, Customer will be eligible to receive the Service Credits described below. This Google Apps SLA states Customer's sole and exclusive remedy for any failure by Google to provide the Service.

Definitions. The following definitions shall apply to the Google Apps SLA.

  • "Downtime" means, for a domain, if there is more than a five percent user error rate. Downtime is measured based on server side error rate.
  • "Downtime Period" means, for a domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods.
  • "Google Apps Covered Services" means the GMail, Google Calendar, Google Talk, Google Docs, and Google Sites components of the Service. This does not include the GMail Labs functionality or Gmail Voice and Video Chat components of the Service.
  • "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered from all Downtime Periods in a calendar month, divided by the total number of minutes in a calendar month.
  • "Scheduled Downtime" means those times where Google notifies Customer of periods of Downtime at least five days prior to the commencement of such Downtime.  There will be no more than twelve hours of Scheduled Downtime per calendar year. Scheduled Downtime is not considered Downtime for purposes of this Google Apps SLA, and will not be counted towards any Downtime Periods.
  • "Service" means the service provided by Google to Customer under the applicable Google Apps Agreement.
  • "Service Credit" means the following:
  • Monthly Uptime Percentage Days of Service added to the end of the Service term, at no charge to Customer
    < 99.9% - ≥ 99.0% 3
    < 99.0% - ≥ 95.0% 7
    < 95.0% 15

Customer Must Request Service Credit. In order to receive any of the Service Credits described above, Customer must notify Google within thirty days from the time Customer becomes eligible to receive a Service Credit. Failure to comply with this requirement will forfeit Customer’s right to receive a Service Credit.

Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Google to Customer for any and all Downtime Periods that occur in a single calendar month shall not exceed fifteen days of Service added to the end of Customer’s term for the Service.  Service Credits may not be exchanged for, or converted to, monetary amounts.

Google Apps SLA Exclusions. The Google Apps SLA does not apply to any service s that expressly exclude this Google Apps SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors outside of Google’s reasonable control; or (ii) that resulted from Customer’s equipment or third party equipment, or both (not within the primary control of Google).