Google Workspace

Meeting Room Hardware Services Service Level Agreement

Meeting Room Hardware Services SLA

During the License Term of the applicable Meeting Room Hardware Services Enterprise Agreement or the agreement under which Customer purchased Supported Chrome OS Hardware, Software, and Services from a Reseller (the "Agreement"), the Software web interface will be operational and available to Customer at least 99.9% of the time in each calendar month (the “SLA"). If Google does not meet this SLA, and if Customer meets its obligations under this SLA, Customer will be eligible to receive the Service Credit described below. This SLA states Customer's sole and exclusive remedy for any failure by Google to meet the terms of this SLA.

Definitions

  • The following definitions apply to this SLA.

    • “Downtime” means, for a domain, if there is more than a five percent user error rate when attempting to initiate a video meeting from (i) the calendar link, (ii) the Software, or (iii) a Supported Chrome OS Hardware. Downtime is measured based on server side error rate.

    • “License Term” has the definition given to it in the applicable Order Form.

    • "Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime suffered in a calendar month, divided by the total number of minutes in a calendar month.

    • "Service" means the Meeting Room Hardware Services and the Software provided by Google to Customer under the Agreement.

    • "Service Credit" means the following:

    • Monthly Uptime Percentage

      Days of Service added to the end of the License Term, at no charge to Customer

      < 99.9% - >= 99.0%

      3

      < 99.0% ->= 95.0%

      7

      < 95.0%

      15

    • “Software” means the Hangouts-branded video conferencing app, as installed on Supported Chrome OS Hardware.

    • “Supported Chrome OS Hardware” means the proprietary Chrome OS computer hardware device eligible for Chromebox for Meetings provided by Google or a Reseller to Customer under an Order Form pursuant to the Agreement (including any replacement hardware provided under the Agreement), if applicable.

  • Customer Must Request Service Credit

  • To receive Service Credit, Customer must notify Google within thirty days from the time Customer experiences Downtime. 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 Downtime in a single calendar month is fifteen days of Service added to the end of Customer's License Term. Service Credit may not be exchanged for, or converted to, monetary amounts.

  • SLA Exclusions

  • This SLA does not apply to any service performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii) that resulted from Customer's equipment or third party equipment (but, for clarity, excluding Supported Chrome OS Hardware), or both (not within the primary control of Google).