Google Workspace Service-Specific Terms

Last modified: 21 December 2020

Capitalised terms not defined in these Service-Specific Terms for Google Workspace (formerly known as G Suite) have the meaning stated in the Google Workspace Services Schedule to the Google Cloud Master Agreement, Google Workspace for Education Agreement or other applicable agreement governing the use of Google Workspace Services (in each case, the 'Agreement').

    1. 1. Data Regions. The following terms apply only to the Google Workspace Services and to the Customer Data described in the definition of 'Located Data' in Section 1.3 (Definitions) of these Service-Specific Terms:

      1. 1.1 Primary data storage. If the Customer is using an In-Scope Edition of the services, the Customer may use the Admin console to select a Data Region to store Located Data at rest and Google will, in accordance with applicable law, store such Located Data accordingly ('Google Workspace Data Regions Policy').

      2. 1.2 Limitation. For any Customer Data that is not covered by the Google Workspace Data Regions Policy, Google may store any Customer Data that is not covered by the Google Workspace Data Regions Policy anywhere Google or its Sub-processors maintain facilities, subject to Section 10.2 (Transfers of Data) of the Data Processing Amendment (if applicable).

      3. 1.3 Definitions.
        1. 'Located Data' means only the following primary data within Customer Data for the corresponding Service:

          1. (a) Gmail: Subject line and body of email, attachments and senders and recipients of messages.
          2. (b) Google Calendar: Event title and description of event, date, time, invitees, frequency and locations.
          3. (c) Google Docs, Google Sheets and Google Slides: File body text, embedded images and associated End User-generated comments.
          4. (d) Google Drive: Original file content uploaded to Drive.
          5. (e) Hangouts Chat: Messages and attachments.
          6. (f) Google Vault: Vault exports.
        2. 'Data Region' means either: (a) the United States or (b) Europe.

        3. 'In-Scope Edition' means the following editions:

          1. (a) G Suite Business
          2. (b) Google Workspace Enterprise Plus
          3. (c) Google Workspace Enterprise for Education
    2. 2. Google Vault. The following terms apply only to Google Vault:

      1. 2.1 Retention. Google will have no obligation to retain any archived Customer Data after the date of expiry of the retention period specified by the Customer or the Order Term applicable to the relevant Google Vault licences, unless: (a) such retention period or Order Term is renewed; (b) applicable legislation or legal process prevents Google from deleting the data; or (c) the data is subject to a legal hold imposed by the Customer. If the Customer does not renew its purchase and use of Google Vault, then Google will have no obligation to retain any archived Customer Data.

    3. 3. Google Workspace Essentials. The following terms apply only to Google Workspace Essentials edition:

      1. 3.1 Invoice issuance.

        1. (a) If Customer orders Google Workspace Essentials edition directly from Google, then, as part of the payment and billing obligations between Google and the Customer, (i) Google will send the Customer a monthly invoice for Fees accrued during the previous month unless otherwise stated at the URL designating the Fees for an applicable SKU and (ii) the Customer will accrue and pay for all Fees based on: (A) the number of the Customer's Active Users per month (or, if the Customer has no Active Users in any month, a minimum of one (1) Active User for that month) and (B) any committed purchases or minimum commitments, if applicable. Google's measurement tools will be used to determine the Customer's usage of the services if applicable to Fees.
        2. (b) Fees for Resold Customers. If the Customer orders Google Workspace Essentials edition from a Reseller, the Fees for the services will be set between the Customer and the Reseller, except that Google's measurement tools will be used to determine the Customer's usage of the services, if applicable, to Fees.
      2. 3.2 Google may block any behaviour that attempts to circumvent the tracking and billing of Active Users or storage.

      3. 3.3 SLA credits. If the Customer orders Google Workspace Essentials edition directly from Google, any Service Credits that may be due to the Customer will be issued in the form of monetary credits (and not additional service days) that will be applied to the Customer's next invoice. If the Customer orders Google Workspace Essentials edition from a Reseller, Google will issue to the Reseller any Service Credits that may be due to the Customer in the form of monetary credits (and not additional Service days).

      4. 3.4 Definitions. 'Active User' means an End User that (a) hosts or joins a video meeting in Google Meet at least once during the calendar month or (b) opens a file in Google Drive at least once during the calendar month.

    4. 4. Cloud Search. The following terms apply only to Cloud Search:

      1. 4.1 Third-party data sources. The Customer's use of third-party data sources in connection with Cloud Search Platform is subject to and governed by the Terms of Service and other agreements between the Customer and the applicable provider of the third-party data source ('Third-Party Data Source Terms'). The Customer is solely responsible for compliance with such Third-Party Data Source Terms, including ensuring necessary rights to allow Google to access or use such third-party data sources for provisioning Cloud Search Platform to the Customer.

      2. 4.2 Additional definitions.

        1. 'Item' or 'Document' means any piece of digital content that Cloud Search can index, including, if applicable, DOCS, XLS, PPT and PDF files, a row in a database, unique URLs or any of the supported file types.

        2. 'Search Query' means a request sent by the Customer to Google using Cloud Search to retrieve information or a set of results.

        3. 'Search Application' means a configuration of Cloud Search created and managed by the Customer or their designee to enable a specific business use case, such as searching across documents in an intranet portal or the Customer's support tool.

    5. 5. Cloud Identity management. The following terms apply only to Cloud Identity management, and, as used with Cloud Identity management, Google Contacts and Google Groups for Business (collectively 'Cloud Identity Services'):

      1. 5.1 Subsequent governing agreement. If the Customer subsequently enters into a separate agreement under which Google or a Google Affiliate agrees to provide Cloud Identity Services, then that subsequent agreement will supersede this Agreement with respect to Cloud Identity Services. If this Agreement terminates or expires, then, if applicable, Google will continue to provide Cloud Identity Services in accordance with the Cloud Identity Agreement unless or until such agreement is terminated or expires in accordance with its terms. 'Cloud Identity Agreement' means an agreement for the provision of Cloud Identity Services entered into by the parties prior to termination or expiry of this Agreement.

    6. 6. Pre-General Availability Offerings Terms. Google may make available to the Customer pre-general availability Google Workspace features, services, or software that are identified as 'Early Access', 'Alpha', 'Beta', 'Preview', 'Experimental' or a similar designation in the Services Summary, related documentation or materials, or a Test Application (as defined below) (collectively, 'Pre-GA Offerings' ). While Pre-GA Offerings are not Services, the Customer's use of Pre-GA Offerings is subject to the terms of the Agreement applicable to Services, as amended by this Section 6.

      1. 6.1 Access to and Use of Pre-GA Offerings.

        1. (a) Test Applications. The Customer may apply to be a test user of one or more Pre-GA Offerings by submitting the application(s) available via the Admin console or otherwise from Google ('Test Application(s)'). If Google accepts the Customer as a test user of any Pre-GA Offering (based on Google's then-current domain level requirements for test users), Google will make that Pre-GA Offering available for use by the Customer subject to the terms of this Section 6. Additional terms ('Specific Test Terms') may apply to that Pre-GA Offering and, if applicable, will be provided by Google via the Test Application or otherwise in writing before any use by the Customer of the Pre-GA Offering. The Test Application and any Specific Test Terms are incorporated into this Section 6.

        2. (b) Use of Customer Test Data. Subject to Section 6(d) (Use restriction for government customers) of this Section 6, Google may, and the Customer will (including by collecting or providing any required consents or notices) ensure that Google may use any Customer Data (including Customer Personal Data) submitted, stored, sent or received via any Pre-GA Offerings by Customer or its End Users ('Customer Test Data') to provide, test, analyse, develop and improve those Pre-GA Offerings and any Google products and services used with them without any restriction or obligation to the Customer, any End User or any third party, other than as stated in the Agreement's confidentiality provisions and below:

        3. If the Customer has accepted or the parties have otherwise agreed to Google's then-current terms describing data protection and processing obligations with respect to Customer Data as stated at (the 'Data Processing Amendment' or 'DPA'), the DPA will apply to Pre-GA Offerings as 'Services' for purposes of the DPA and, for clarity, this Section 6 will form part of the 'Agreement' referred to in Section 5.2.1 (Customer's instructions) of the DPA, subject to the following amendments:

          1. (i) Pre-GA Offerings are not 'Audited Services' under the DPA;
          2. (ii) The Customer acknowledges that, for purposes of Section 6.1 (Deletion during Term) of the DPA and to the extent permitted by applicable law, the functionality of the Pre-GA Offerings may not allow deletion of Customer Test Data during the period during which Customer is permitted to use the Pre-GA Offering ('Pre-GA Term'), but that Customer Test Data will be deleted upon expiry of the Term in accordance with Section 6.2 (Deletion on Term expiry) of the DPA;
          3. (iii) Unless stated otherwise in the applicable Test Application: (Aa) information about Sub-processors (as defined in the DPA) engaged in relation to Pre-GA Offerings, including their functions and locations, will be made available in writing by Google upon request from the Customer; and (Bb) Google will inform the Customer of the engagement during the Pre-GA Term of any new Third-Party Sub-processor in relation to Pre-GA Offerings (including the name and location of the Sub-processor and its activities) by sending an email to the Notification Email Address before the Sub-processor starts processing any Customer Test Data. The Customer may, at its sole and exclusive remedy if the Customer objects to the Sub-processor, cease using the applicable Pre-GA Offering.
        4. c) No data location or Access Transparency. Customer Test Data processed under this Section 6 will not be subject to any data location or access transparency requirements (which can be found at and

        5. (d) Use restriction for government customers. Unless authorised in writing by Google, the following Customers may only use test or experimental data with Pre-GA Offerings and are prohibited from using any 'live' or production data in connection with Pre-GA Offerings: US or other government customers, including federal, national, state, provincial or local government or regulatory entities or agencies and excluding Customers that are educational institutions.

        6. (e) Feedback. The Customer may provide feedback and suggestions about the Pre-GA Offerings to Google, and Google and its Affiliates may use any feedback or suggestions provided without restriction and without obligation to the Customer.

      2. 6.2 Other terms. PRE-GA OFFERINGS ARE PROVIDED 'AS IS' WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES OR REPRESENTATIONS OF ANY KIND. Pre-GA Offerings (a) may be changed, suspended or discontinued at any time without prior notice to the Customer and (b) are not covered by any SLA or Google indemnity. Except as otherwise expressly indicated in a Test Application or other documentation or materials for a given Pre-GA Offering, (i) Pre-GA Offerings may not be covered by TSS and (ii) the Customer may not use Pre-GA Offerings to process protected health information as defined in HIPAA. With respect to Pre-GA Offerings, to the maximum extent permitted by applicable law, Google will not be liable for any amounts in excess of the lesser of (A) the limitation on the amount of liability stated in the Agreement or (B) $25,000. Nothing in the preceding sentence will affect the remaining terms of the Agreement relating to liability (including any specific exclusions from any limitation of liability). Google may terminate the Customer's use of a Pre-GA Offering at any time with written notice to the Customer.

    7. 7. Verification Using Domain Email Address.The following additional terms apply only when a Domain Email Address (rather than a Domain Name) is verified to use the Services:

      1. 7.1 Inviting End Users. The Customer may invite other users with a Domain Email Address to use the services. If those users accept the Customer’s invitation to use the services, they will be considered the Customer’s End Users under the Agreement.

      2. 7.2 Domain Name verification.

        1. (a) Any person or entity may verify the Domain Name corresponding to the Domain Email Address at any time ('Verifying Party').

        2. (b) If the Verifying Party is the Customer, or one of its Administrators, then such Verifying Party will take ownership and control of End User Accounts corresponding with the Domain Name and all associated data within such End User Accounts immediately after verifying the Domain Name.

        3. (c) In all other cases, the Verifying Party will take ownership and control of End User Accounts corresponding with the Domain Name and all associated data within such End User Accounts 72 hours after verification of the Domain Name.

        4. (d) The Customer and all End Users will be notified when the Domain Name is verified.

        5. (e) Administration after Domain Name verification. The Verifying Party will be able to do the following with respect to the Customer’s Account and all such End User Accounts: (i) access, monitor, use, modify, withhold or disclose Customer Data; (ii) control account settings (including changing account passwords); (iii) control access to and use of the services; (iv) restrict ability to access information or settings; (v) restrict the ability to disassociate the Customer’s Account and all End User Accounts (including Customer Data and data within the Customer’s Account and all End User Accounts) from the Verifying Party; (vi) remove or disable any services, Additional Products or other services/products enabled, used, downloaded or installed using the Customer’s Account or any End User Account corresponding with the Domain Name; and (vii) suspend or terminate use of the services.

      3. 7.3 Data deletion. In a manner consistent with the functionality and administration of the services, and unless the use of the services has been suspended in accordance with the Agreement, at any time before the Verifying Party takes ownership and control of the Domain Name and all associated End User Accounts (including the Customer’s Account), the Customer or its End Users can delete or export Customer Data and/or delete its End User Account(s). After the Verifying Party takes ownership and control of the Domain Name and all associated End User Accounts (including the Customer’s Account), the Customer or its End Users may not be able to delete the End User Account(s) and may not be able to delete or export any Customer Data depending on the administration of the Services.

      4. 7.4 Data processing instruction. If no action to delete or export any Customer Data before the Verifying Party takes ownership and control of Domain Name and all associated End User Accounts (including Customer's Account), then, notwithstanding any term to the contrary in the Data Processing Amendment (if applicable), the Customer acknowledges that these Service-Specific Terms form part of the Agreement and, as such, document Customer's specific instructions to Google to: (a) retain after termination of the Agreement as described in Section 7.6 (Termination after Domain Verification) all Customer Data that has not been deleted by the Customer prior to such termination; and (b) make all such retained Customer Data available to the Verifying Party.

      5. 7.5 Consent to Administration. Where applicable, the Customer agrees to allow: (a) the Verifying Party to have the access and capabilities described in the Agreement; and (b) Google to provide the Verifying Party with the access and capabilities described in the Agreement.

      6. 7.6 Termination after domain verification. Where the Verifying Party is a third party, this Agreement will automatically terminate when the Verifying Party takes ownership and control of the Domain Name and all associated End User Accounts (including the Customer's Account). For clarity, this section does not affect any end user rights which may be granted by the Verifying Party under its own (separate) Google Workspace agreement.

      7. 7.7 Services limitations. Some Services, features and functionality, may not be available unless and until the Domain Name is verified.

    8. 8. Google Telephony Services. The following terms apply only to (i) Google Voice and (ii) use of Google Meet to perform outbound dialling and accept inbound calls ('Google Meet Telephony'), as applicable (and for the purposes of this Section 8, Google Voice and Google Meet Telephony are collectively referred to as 'Google Telephony Services'). THESE TERMS CONTAIN IMPORTANT INFORMATION ABOUT EMERGENCY SERVICES LIMITATIONS. PLEASE READ CAREFULLY:

      1. 8.1 Google Telephony Services parties and contract structure.

        1. (a) Google Telephony Services Provider. Subject to Section 8.1(d), the applicable Google Affiliate listed in the applicable Service and Telephony Provider List (such Affiliate in each case, the 'Google Telephony Service Provider' or 'GTSP') will provide the applicable Google Telephony Services to the Customer, as described in Section 8.1(b) (Google Telephony Agreement Structure).

        2. (b) Google Telephony Agreement Structure. Subject to Section 8.1(d) and in relation only to the applicable Google Telephony Services, the Google Workspace Entity is a duly authorised agent of GTSP and contracts on behalf of GTSP. Accordingly:

          1. (i) If the Customer chooses to order any Google Telephony Services in addition to the other Services ordered by the Customer under the Agreement, this Section 8.1 together with the other terms of the Agreement (including the Data Processing Amendment and all limitations of liability) will form a separate agreement (the 'Google Telephony Agreement') entered into by the applicable GTSP (via the Google Workspace Entity as its duly authorised agent) and the Customer with respect to such Google Telephony Services only, subject to the remaining terms of this Section 8.1.
          2. (ii) The Google Telephony Agreement will take effect as of the effective date of the Customer's initial order of Google Telephony Services and, subject to earlier termination in accordance with its terms, will continue until the earliest to occur of (A) termination of the Google Telephony Agreement in accordance with its terms; or (B) termination or expiry of the Agreement. The Google Telephony Agreement will supersede the Agreement only with respect to the Google Telephony Services.
          3. (iii) For the purposes of the Google Telephony Agreement, all references (excluding those in the Services Summary and this Section 8 of these Service-Specific Terms) to 'Agreement' are replaced with 'Google Telephony Agreement'; to the entity 'Google' are replaced with 'GTSP'; and to 'Services' or 'Core Services' are replaced with 'Google Telephony Services'.
          4. (iv) The Customer may enforce rights and benefits under the Google Telephony Agreement against GTSP only, not the Google Workspace Entity, and will owe obligations under the Google Telephony Agreement (including obligations to pay all applicable Fees) to GTSP only, not the Google Workspace Entity.
          5. (v) Notwithstanding anything to the contrary in the Agreement, in the event of a conflict between this Section 8.1 and any other term of the Google Telephony Agreement (including the 'Conflicting terms' section of the Agreement and the 'Effect of amendment' section of the Data Processing Amendment), the terms of this Section 8.1 will prevail.
          6. (vi) Either party may terminate the Google Telephony Agreement separately from the Agreement as set out in the 'Term and termination' section of the Agreement. If the Customer terminates its use of Google Voice as described in Section 8.10 (Termination of Google Voice by the Customer), such termination will automatically terminate the Google Telephony Agreement.
        3. (c) Regional Terms. The Regional Terms are incorporated into the Google Telephony Agreement and apply to the extent that an End User uses Google Voice in a country described in the Regional Terms.

        4. (d) Applicability. For Customers with a billing address in Canada: (i) Section 8.1(a) (Google Telephony Services Provider) and Section 8.1(b) (Google Telephony Agreement Structure) do not apply with respect to Google Voice; (ii) Google will provide Google Voice to the Customer; and (iii) with respect to Google Voice, all references to the 'Google Telephony Service Provider' or 'GTSP' in these Service-Specific Terms mean Google.

      2. 8.2 Provision of Google Telephony Services.

        1. (a) Data use.
          1. (i) Data collection and use. GTSP will collect and use Customer Data in accordance with the Google Telephony Services Privacy Disclosure provided at
          2. (ii) Subscriber directory. GTSP will not provide Customer's or its End Users' Google Voice numbers to directory services unless requested to do so by Customer or otherwise required by law.
        2. (b) Telephony Providers.
          1. (i) Affiliate providers. GTSP may use its Affiliates to provide Google Telephony Services as described in the Service and Telephony Provider List.
          2. (ii) Non-Affiliate Telephony Providers. GTSP and its Affiliates use non-Google third-party subcontractors ('Telephony Providers') to route inbound and outbound telephone calls, as applicable, via the public switched telephone network (PSTN). Telephony Providers and their locations are identified in the Service and Telephony Provider List. By using Google Telephony Services, the Customer instructs GTSP to engage, and to have its Affiliates engage, Telephony Providers to:
            1. (1) route outbound and inbound telephone calls, as applicable; and
            2. (2) process Customer Data as independent controllers in the countries in which they are located:
              1. a) to the minimum extent required for such routing; and
              2. b) in accordance with applicable laws (including European data protection laws and telecommunications regulations).
        3. For clarity, Telephony Providers are not Sub-processors (as defined in the Data Processing Addendum).
      3. 8.3 Additional payment terms.

        1. (a) Google Telephony Services invoices. Applicable Fees and other costs arising from the Customer's or End Users' use of Google Telephony Services are invoiced separately from other Google Workspace Services and are subject to the payment terms of the Google Telephony Agreement.
        2. (b) Calling Rates. In addition to the Fees, the Customer will pay GTSP for calls based on usage, if applicable. These usage costs are calculated using the then-current applicable Calling Rates.
        3. (c) Taxes. Notwithstanding anything to the contrary in the Google Telephony Agreement, the Customer will pay applicable Taxes regardless of any tax exemption certificates. Invoiced Taxes may include Taxes associated with an End User's use of Google Telephony Services outside of the country in which the End User is using Google Telephony Services.
      4. 8.4 Google Voice requirements; GTSP disclaimer.

        1. (a) Google Voice requirements. This Section 8.4(a) applies only to Google Voice and NOT to Google Meet Telephony. Use of Google Voice may require a separate broadband or mobile data connection and an End User device compatible with certain minimum technical requirements. GTSP will make available to the Customer a description of any minimum device requirements. Out-of-country or other roaming usage of Google Voice may incur higher costs to End Users from their mobile network operators.
        2. (b) GTSP disclaimer. GTSP is not responsible for any disruption or failure of Google Telephony Services due to delays, outages or disruptions in: (i) the Customer’s data connection, (ii) Telephony Providers’ networks or (iii) the operation of the Customer's or End User's devices. Using Google Telephony Services on mobile devices may use End Users’ voice or data allowances purchased from their mobile network operators.
      5. 8.5 Google Voice capabilities. This Section 8.5 applies only to Google Voice and NOT to Google Meet Telephony.

        1. (a) Number assignment and availability. Where Google Voice permits assignment of phone numbers, the following will apply:
          1. (i) number activation may require collection by GTSP of information required by applicable telecommunications regulations, including the Customer's service address and tax ID;
          2. (ii) in some countries, the service address must match the area covered by the number to be assigned;
          3. (iii) number activation may not be instantaneous upon request; and
          4. (iv) inactive numbers may be removed from the Customer’s account.
        2. (b) Number porting. The Customer may port existing numbers from other service providers to Google Voice, to the extent Google Voice offers number assignment, and may request that assigned phone numbers be released to another service provider, subject to Sections 8.5(b)(i)-(iv) below.
          1. (i) Inbound porting. To transfer a number from another service provider, the Customer must follow the process described at, as that site may be updated from time to time. The Customer may only port in numbers to an active account. Inbound number porting may not be available in all locations where Google Voice is offered.
          2. (ii) Outbound porting. To transfer an assigned number to another service provider, the Customer must follow that service provider's porting process. GTSP will process the porting request upon notification from the Customer's new service provider that the Customer has submitted a porting request. GTSP is not responsible for any delays or disruptions in service caused by the number port out process, inaccurate or erroneous porting requests made by the Customer or Customer's new service provider, or fraudulent porting requests made by third parties.
          3. (iii) Customer obligations. The Customer is responsible for (A) the accuracy of information provided to GTSP associated with a porting request; (B) fees associated with porting a number, including fees associated with remaining numbers and plans and (C) any Fees owed to GTSP associated with a number up to when the number is successfully ported, to the extent permitted by applicable laws.
          4. (iv) Service termination. GTSP may release any Google Voice number after termination or expiry of the applicable End User licence if the Customer does not port the number to another service provider prior to such termination or expiry.
        3. (c) Caller ID. Google Voice allows the display of the Customer's Google Voice number on receiving devices where technically possible. End Users may suppress the display of the number permanently or on a call by call basis. For technical reasons, GTSP may not be able to suppress Google Voice numbers in all cases, including calls to Emergency Numbers.
        4. (d) Number blocking. Upon Customer request, GTSP will block or unblock the use of Google Voice to call specific numbers, number ranges or types of numbers (including value-added services) to the extent technically feasible.
        5. (e) Call recording. Google Voice may allow End Users to record individual telephone conversations. The Customer agrees not to, and not to allow its End Users to, record telephone conversations without consent if such consent is required by applicable laws and regulations.
      6. 8.6 Google Telephony Services limitations. Google Telephony Services may not:

        1. (a) include operator-assisted dialling and calls to short codes (additional fees may apply for these calls);
        2. (b) support 'reverse charge' or chargeback' calls; or
        3. (c) support calls or connections to certain numbers, including, as an example, premium rate numbers.
      7. 8.7 Google Voice use restriction. This Section 8.7 applies only to Google Voice and NOT to Google Meet Telephony. The Customer will not sub-assign numbers to, provide access to or otherwise enable use of Google Voice by individuals under the age of legal consent as determined by the applicable laws of the relevant jurisdiction. GTSP may suspend or permanently disable any accounts that are used by or provisioned to such individuals.

      8. 8.8 Emergency services. Subsection 8.8(a) applies only to Google Meet Telephony and NOT to Google Voice. All other subsections ((b) – (f)) of Section 8.8 apply only to Google Voice and NOT to Google Meet Telephony.

        1. (a) One-way dialling. Dialling to emergency services is not available for one-way dialling features of Google Meet Telephony. End Users will not be able to place or receive emergency services calls. The Customer is responsible for ensuring that End Users have access to an alternative means of dialling emergency services.
        2. (b) Two-way dialling. Dialling to emergency services is supported by Google Voice. IP-based telephony emergency dialling services have certain limitations when compared to traditional emergency dialling and will function differently from traditional emergency dialling. The following provisions describe those limitations and differences; additional country-specific limitations are described in the Regional Terms. The Customer hereby acknowledges and accepts the differences between traditional telephone services and IP-based telephony calls with respect to calls made to emergency services, as described herein:
          1. (i) Description of emergency dialling service. End Users of the two-way dialling features of Google Voice are capable of calling and receiving calls from emergency services free of charge. Emergency services vary depending on End User's location. When an End User calls the emergency services, GTSP will provide to emergency response operators the End User's phone number and address that Customer has provided to Google (see Section 8.8(d) (Customer obligations) below). End Users may need to confirm their physical location and call-back number because the emergency operator may not have this information.
          2. (ii) Limitations on emergency dialling service. The following limitations apply to the availability of the Google Voice emergency dialling service: (A) the service may not be available in the event of an Internet or power outage or disruption; (B) emergency calls may take longer to connect to the Public Safety Answering Point than traditional emergency services dialling, may produce a busy signal or may not connect; (C) emergency calls may correctly connect to the PSAP, but the End User's phone number or location may not automatically be transmitted and the emergency services operator may not be able to call back; (D) emergency calls made while roaming may be routed to the local PSAP associated with the End User's registered address (the Customer will advise End Users to use their native dialler while roaming); (E) deaf, hard of hearing, or speech impaired End Users should call local emergency services directly using TTY or a telecommunications relay service, instead of 711 or a local equivalent; (F) if End Users have multiple devices associated with their account number (i) return calls from the PSAP may not ring each associated device, and (ii) the emergency operator may see a phone number that is different from the End User's personal phone number; (G) if the End User has disabled incoming calls, the PSAP may not be able to call back; (H) if a call fails using Google Voice, End Users may be directed to complete emergency calls using the native dialler on their devices; and (I) emergency calling is not available through this calling service if (i) using the inbound-only Google Voice service, or (ii) calls are directed through the voice network of the user's mobile operator, when using the native dialler of the End User's device. In Canada and certain other locations, the number and location provided by the emergency caller must be verbally provided by Google's emergency operator to the appropriate PSAP; if, however, the caller is unable to provide their location to the operator, the caller will be routed to the PSAP that services the caller's registered address.
        3. (c) Texting to emergency services. Texting to emergency services may not be supported by Google Voice. Any text-to-emergency-services feature made available through Google Voice may not be supported over a Wi-Fi network.
        4. (d) Customer obligations. With respect to Section 8.8(b) (Two-way dialling), the Customer is responsible for the following: (i) ensuring that the address registered within Google Voice for each End User is the current physical address where the End User will use Google Voice (failure to provide current addresses may cause the wrong emergency response centre to be contacted and delay the emergency response to End Users); (ii) informing End Users that their physical addresses will be shared with Telephony Providers; (iii) informing End Users that they may need to provide their physical location and call-back number to the PSAP, once connected; (iv) ensuring that End Users have access to an alternative means of calling emergency services; and (v) informing End Users of the limitations of the emergency dialing services (the Customer may download and print a warning label to affix to all devices that may be used to access Google Voice at
        5. (e) Emergency alerts. Emergency alerts may not be received via Google Voice if devices are set to Wi-Fi only mode or the mobile service is not available.
        6. (f) Disclaimer of emergency services liability. To the fullest extent permitted by law, neither GTSP nor any of its Affiliates will have any liability under the Google Telephony Agreement (whether in contract, tort (including negligence) or otherwise) for damages of any type (including direct and indirect damages) arising under or in connection with the use or attempted use of Google Voice to access emergency services, including but not limited to any inability to access such services, any delays in emergency service response, conduct of emergency services response centres or operators, or inaccuracy of information provided to emergency services by Telephony Providers or other third parties engaged by GTSP or its Affiliates to facilitate the provision of emergency services access.
      9. 8.9 Suspension. In addition to the suspension rights described in the Google Telephony Agreement, GTSP may block incoming and outgoing Google Telephony Services calls or messages if GTSP reasonably determines that the Customer or any End User has used Google Telephony Services to engage in the following prohibited activities:

        1. (a) generating or facilitating unsolicited commercial messages; or
        2. (b) inflating call traffic (e.g. traffic pumping, international revenue share fraud).
      10. 8.10 Termination of Google Voice by the Customer. This Section 8.10 applies only to Google Voice and NOT to Google Meet Telephony. In addition to any other termination rights, the Customer may terminate its use of Google Voice at any time by providing written notice to GTSP. The Customer must cease use of Google Voice immediately upon termination.

      11. 8.11 Additional definitions.

        'Calling Rates' are the then-current dialling rates described at

        'End User' includes, (i) for the purposes of Google Voice, potential users who may be present at the physical location where a device connected to Google Voice is located and made available for use; and (ii) for the purposes of Google Meet, potential users who may use the Google Meet Telephony services to dial into or out of Google Meet meetings.

        'Fees' includes, with respect to Google Voice, the fees described at

        'Google Workspace Entity' is the Google entity with which the Customer contracts for other Google Workspace Services, as defined in the Agreement.

        'Public Safety Answering Point' or 'PSAP' means the applicable public safety answering point based at an End User’s registered location.

        'Regional Terms' means the terms described at

        'Telephony Provider' has the meaning given in Section 8.2(b) (Telephony Providers) of these Service-Specific Terms.

        'Service and Telephony Provider List' means the then-current list of Service and Telephony Providers at (i) for Google Voice, and (ii) for Google Meet Telephony,

*If an offline document refers to the 'Google Voice Service Provider' or the 'GVSP', those references are deemed to be the 'Google Telephony Services Provider' or the 'GTSP' as used in these Service-Specific Terms and the Google Telephony Agreement.

  1. 9. Google Drive. The following terms apply only to Drive:

    1. 9.1 Use of Google Drive for content distribution. Google Drive is not intended for use as a content distribution network and Google may restrict Google Drive usage and access if Google, in its reasonable discretion, determines that Google Drive is being used in violation of the AUP or for infringing, unlawful or bulk distribution of content including videos. Any Google Drive-hosted video that is shared publicly outside of the Customer's domain must comply with YouTube Community Guidelines (available at or a successor URL).

Previous versions

6 October 2020