Gmail Service Level Agreement for Google Workspace for ISPS (paid)
Gmail SLA. Google shall use all reasonable commercial
efforts to ensure that the Gmail web interface is operating and available to
Customers 99.9% of the time in any calendar month. In the event Customer experiences
any of the service performance issues defined below due to Google's failure to
provide Services, Customer will be eligible to receive the Service Credits described
below (the "Gmail SLA").
Definitions. The following definitions shall apply to
the Gmail SLA.
- "Downtime" means, for a domain, if there is more
than a five percent user error rate. Downtime is measured based on server side
- "Downtime Period" means, for a domain, if 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.
- "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 Customers of periods of Downtime 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 Gmail SLA, and will not be counted towards any Downtime Periods.
- "Service" means the Google Workspace for ISPs
(paid) service provided by Google to You under the Google Workspace for ISPs (paid)
- "Service Credit" means: (a) 10% of the total
invoice charges for the affected month if the Monthly Uptime Percentage for any
calendar month is between 99.0% and 99.9%; or (b) 25% of the total invoice charges
for the affected month if the Monthly Uptime Percentage for any calendar month is
between 99.0% and 95.0 %; or (c) 50% of the total invoice charges for the affected
month if the Monthly Uptime Percentage for any calendar month is less than 95.0%.
Customer Must Request Service Credit. In order to
receive any of the Service Credits described above, Customer must notify Google
within thirty (30) 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 50% of the total
invoice amount for the affected month.
Gmail SLA Exclusions. The Gmail SLA does not apply to
any service(s) that expressly exclude this Gmail SLA (as stated in the documentation
for such services) and any performance issues: (i) caused by factors outside of
Google's reasonable control; (ii) that resulted from any actions or inactions of
Customer or any third parties; or (iii) that resulted from Customer's equipment
and/or third party equipment (not within the primary control of Google). This Gmail
SLA states Customer's sole and exclusive remedy for any failure by Google to provide