Is the Google Apps Uptime Promise Legit?

Paul Lilly

According to Pingdom, a company that keeps tabs on website availability, Google's service level agreement (SLA) for its Google Apps service might not be fair to the consumer. As outlined in the SLA, paying customers would receive a credit if Google Apps fails to maintain a 99.9 percent monthly uptime. The problem with that, as Pingdom sees it , is that only outages that last 10 minutes or more are counted as downtime by Google.

"What if Google Apps was down for 9 minutes, up for 1 minute, down 9 minutes, etc.?" Pingdom wrote in a blog post. "That would mean 54 minutes of downtime each hour, but Google still wouldn't count it because none of the individual downtimes lasted 10 minutes (or) more."

Pingdom admits its example represents a worst case scenario, but points out in a more real-world example how 57 minutes of downtime might only be counted as 26 minutes, or less than half of the actual outage. But Google says nothing fishy is taking place. According to Rajen Sheth, senior product manager for Google Apps, the company's SLA is identical to others' in the industry.

Hit the jump and tell us what you think about Google's SLA.

Image Credit: Pingdom

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