Google tightens Apps' uptime guarantee

Scheduled maintenance will now count against the SLA

Google is modifying its Apps service level agreement in ways that increase the company's accountability whenever the hosted collaboration and communication software experiences downtime, the company plans to announce on Friday.

Google's uptime commitment remains at 99.9 per cent for the Business and Education versions of the suite, but the company will now log every moment of downtime, whereas before it only counted outages of 10 or more consecutive minutes.

In addition, downtime due to planned maintenance work will now count against the SLA guarantee. Previously, planned maintenance outages were exempted from the SLA.

These moves are the latest by Google to make Apps for Business more attractive to large enterprises, a market the company has been aggressively pursuing in the past year.

As it tries to woo CIOs, Google faces stiff competition from enterprise e-mail and collaboration heavyweights Microsoft and IBM's Lotus division.

Google Apps' initial focus was on small business and individuals, but Google has been progressively adding security, reliability and management features that enterprise IT departments require.

The market for cloud-based e-mail is "hyper-competitive," so Google is doing well to change its SLA and sharpen its focus on uptime, said Matthew Cain, a Gartner analyst.

"Google had been getting beat up in the market with its policy of not counting downtime until an outage was over 10 minutes, so it's not surprising they're changing that. The decision to count scheduled downtime as part of the uptime SLA is admirable and puts pressure on competitors to do the same," Cain said via e-mail.

A good next step for Google would be to offer customers financial compensation when it doesn't meet their SLAs, instead of extending their Apps contracts, he said.

In 2010, Gmail specifically achieved a 99.984 per cent uptime rate both for consumers and professionals who use it as part of Apps, Google said.

The company didn't provide the uptime of the other core Google Apps components, such as Calendar, Docs, Sites and Video, which are also covered by the 99.9 per cent uptime guarantee in the Business and Education editions.

Google Apps for Business, formerly called Premier, costs $US50 per user per year, while Google Apps for Education and the standard Apps edition are free.

Join the PC World newsletter!

Error: Please check your email address.
Rocket to Success - Your 10 Tips for Smarter ERP System Selection

Tags applicationsGooglee-mailsoftwareOffice suitescollaborationSoftware as a servicecloud computinginternet

Keep up with the latest tech news, reviews and previews by subscribing to the Good Gear Guide newsletter.

Juan Carlos Perez

IDG News Service
Show Comments

Most Popular Reviews

Latest Articles

Resources

PCW Evaluation Team

Matthew Stivala

HP OfficeJet 250 Mobile Printer

The HP OfficeJet 250 Mobile Printer is a great device that fits perfectly into my fast paced and mobile lifestyle. My first impression of the printer itself was how incredibly compact and sleek the device was.

Armand Abogado

HP OfficeJet 250 Mobile Printer

Wireless printing from my iPhone was also a handy feature, the whole experience was quick and seamless with no setup requirements - accessed through the default iOS printing menu options.

Azadeh Williams

HP OfficeJet Pro 8730

A smarter way to print for busy small business owners, combining speedy printing with scanning and copying, making it easier to produce high quality documents and images at a touch of a button.

Andrew Grant

HP OfficeJet Pro 8730

I've had a multifunction printer in the office going on 10 years now. It was a neat bit of kit back in the day -- print, copy, scan, fax -- when printing over WiFi felt a bit like magic. It’s seen better days though and an upgrade’s well overdue. This HP OfficeJet Pro 8730 looks like it ticks all the same boxes: print, copy, scan, and fax. (Really? Does anyone fax anything any more? I guess it's good to know the facility’s there, just in case.) Printing over WiFi is more-or- less standard these days.

Ed Dawson

HP OfficeJet Pro 8730

As a freelance writer who is always on the go, I like my technology to be both efficient and effective so I can do my job well. The HP OfficeJet Pro 8730 Inkjet Printer ticks all the boxes in terms of form factor, performance and user interface.

Michael Hargreaves

Windows 10 for Business / Dell XPS 13

I’d happily recommend this touchscreen laptop and Windows 10 as a great way to get serious work done at a desk or on the road.

Featured Content

Latest Jobs

Don’t have an account? Sign up here

Don't have an account? Sign up now

Forgot password?