Google Workspace Service Level Agreement

Last modified: November 15, 2023

This is not the current version of this document and is provided for archival purposes. View the current version here.

Google Workspace SLA. During the Term of the agreement under which Google has agreed to provide the Google Workspace Covered Services to Customer (as applicable, the "Agreement"), the Monthly Uptime Percentage will be at least 99.9% in any calendar month (the "Google Workspace SLA"). If Google does not meet the Google Workspace SLA, and if Customer complies with the requirements under this Google Workspace SLA, Customer will be eligible to receive the Service Credits described below. This Google Workspace SLA states Customer's sole and exclusive remedy for any failure by Google to meet the Google Workspace SLA.

• Definitions. The following definitions shall apply to the Google Workspace SLA.

  • "Downtime" means, for a domain, a period of time during which the user web interface for one or more Google Workspace Covered Services used by Customer has more than a five percent user error rate. Downtime is measured based on server side error rate.

  • "Google Workspace Covered Services" means the Gmail, Google Calendar, Google Cloud Search, Google Docs, Google Sheets, Google Slides, Google Forms, Google Drive, Google Groups for Business, Google Chat, Google Meet, Google Keep, Google Sites, Google Jamboard, Google Tasks, Google Vault, and Google Voice components of the Service. This does not include the Gmail Labs functionality, and Google Jamboard Hardware components of the Service.

  • "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 Google Workspace Services.

  • "Service Credit" means the following:

    Monthly Uptime Percentage	Days of Service added to the end of the Service term (for offline billing customers) or monetary credit equal to the value of days applied to a future invoice (for online billing customers)
    < 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 (or, if Customer ordered Services from a Reseller, Customer may notify Customer's Reseller who must notify Google) by creating a support case 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. If Customer ordered Services from a Reseller and complies with this requirement, Customer will receive the applicable Service Credit from Reseller on behalf of Google.

• Maximum Service Credit. The aggregate maximum number of Service Credits to be issued by Google (or, if Customer ordered Services from a Reseller, by Reseller on behalf of Google) to Customer for all Downtime that occurs in a single calendar month shall not exceed fifteen days of Service added to the end of Customer's term for the Service (or the value of 15 days of Service in the form of a monetary credit to a monthly-billing customer’s account). Service Credits may not be exchanged for, or converted to, monetary amounts, except for online customers being billed monthly, in which case Google will apply an equivalent credit on a future invoice for such Customer.

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

• Google Workspace SLA Exclusions. This Google Workspace SLA does not apply to (i) any services that expressly exclude it (as stated in the documentation for such services), (ii) any services comprised within the Google Workspace Essentials Starter edition (notwithstanding that this SLA may define such services as Google Workspace Covered Services), or (iii) any performance issues: (a) caused by factors described in the "Force Majeure" section of the Agreement; (b) that resulted from Customer's equipment and/or third party equipment, (not within the primary control of Google); or (c) that resulted from Customer’s or its End Users’ abuses or other behaviors that violate the Agreement.