Vendor SLA directory / Google Workspace
Google Workspace SLA credits: tiers, downtime and the claim deadline
The clauses below are quoted word for word from the Google Workspace Service Level Agreement (dated 31 August 2026, last checked 13 November 2026). The summary cards and the downtime minutes are this site's reading and arithmetic. Google decides every claim, and a credit lowers a later bill or adds days of service; it is not cash. Not legal advice.
This agreement is for organisations with a Google Workspace agreement.
Credit tiers & minimum downtime minutes
The minutes below assume every user is affected. If only half your users are down, the minutes double.
Swipe sideways to see every column.
| SLA uptime tier | Service credit | 28-day month (Feb) | 30-day month (Apr/Jun/Sep/Nov) | 31-day month (Jan/Mar/May/...) |
|---|---|---|---|---|
| Uptime below 99.9% “< 99.9% - >= 99.0%” | 3 days of service | 41 min | 44 min | 45 min |
| Uptime below 99% “< 99.0% - >= 95.0%” | 7 days of service | 404 min (6h 44m) | 433 min (7h 13m) | 447 min (7h 27m) |
| Uptime below 95% “< 95.0%” | 15 days of service | 2,017 min (33h 37m) | 2,161 min (36h 1m) | 2,233 min (37h 13m) |
Total-minutes formula over calendar month (28 to 31 days) (43,200 minutes in a 30-day month). Uptime is truncated to 4 decimals and compared below each threshold.
Covered Google Workspace services
- Gmail
- Google Calendar
- Google Chat
- Google Cloud Search
- Google Docs
- Google Drive
- Google Forms
- Google Groups for Business
- Google Keep
- Google Meet
- Google Pics
- Google Sheets
- Google Sites
- Google Slides
- Google Tasks
- Google Vault
- Google Vids
- Google Voice
Who cannot claim & what is excluded
- Google Workspace Essentials Starter edition
- The agreement does not apply to it.
- Services whose own documentation excludes this agreement
- Not covered.
- Gmail Labs functionality
- Not a covered service.
- Problems caused by force majeure
- Not covered.
- Problems caused by your own equipment or third-party equipment
- Not covered.
- Problems caused by abuse or other behaviour that breaks the agreement
- Not covered.
Verbatim clauses from the agreement
Every quotation below is reproduced word-for-word from Google Workspace Service Level Agreement (dated 31 August 2026, last checked 13 November 2026).
Uptime & availability formula
"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime in a calendar month, divided by the total number of minutes in a calendar month.
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
"Monthly Uptime Percentage" means total number of minutes in a calendar month minus the number of minutes of Downtime in a calendar month, divided by the total number of minutes in a calendar month.
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
Downtime definition
"Downtime" means, for a domain, a period of time during which the user web interface for the applicable 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 Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
Service credit terms & caps
“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), for the applicable Covered Service(s) that did not meet the Google Workspace SLA”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“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.”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“shall not exceed fifteen days of Service added to the end of Customer's term for that Covered Service”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
Claim filing deadline
“Customer must notify Google (or, if Customer ordered Services from a Reseller, Customer must 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.”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
Reseller & partner filing rule
“If Customer ordered Services from a Reseller and complies with this requirement, Customer will receive the applicable Service Credit from Customer's Reseller on behalf of Google.”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
Covered services clause
“the Gmail, Google Calendar, Google Chat, Google Cloud Search, Google Docs, Google Drive, Google Forms, Google Groups for Business, Google Keep, Google Meet, Google Pics, Google Sheets, Google Sites, Google Slides, Google Tasks, Google Vault, Google Vids, and Google Voice components of the Services, excluding Gmail Labs functionality”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
Exclusions & eligibility clauses
“any services comprised within the Google Workspace Essentials Starter edition (notwithstanding that this SLA may define such services as Google Workspace Covered Services)”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“any services that expressly exclude it (as stated in the documentation for such services)”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“excluding Gmail Labs functionality”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“caused by factors described in the "Force Majeure" section of the Agreement”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“that resulted from Customer's equipment and/or third party equipment, (not within the primary control of Google)”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
“that resulted from Customer’s or its End Users’ abuses or other behaviors that violate the Agreement”
Google Workspace Service Level Agreement, dated 31 August 2026, last checked 13 November 2026.
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