How to Request a Service Credit

• A request for a service credit is required to be submitted to Google within 30 days of an outage that is eligible under SLA terms. 

• Google recommends creating a case at the time of an outage.

• Maximum Service Credit: The aggregate maximum number of Service Credits to be issued by Google (or, for Customers who 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 customers who are on Google’s monthly billing plan.

• Google Workspace SLA Exclusions: The Google Workspace SLA does not apply to any services that expressly exclude this Google Workspace SLA (as stated in the documentation for such services) or any performance issues: (i) caused by factors described in the "Force Majeure" section of the Agreement; or (ii) that resulted from Customer's equipment or third party equipment, or both (not within the primary control of Google).

Important: Google Workspace Service Level Agreement

How to Request a Service Credit:

• • • 1. Submit a ticket to googlesupport@resultant.com to request your service credit within 21 days of the outage, providing the following information:

         1. Date(s) of the outage

         2. Impact of the outage(s)

      2. Resultant will create a case with Google on your behalf and Cc' the submitter's email address to have visibility of the service credit request correspondence with Google. 

• • Note: If your service credit request is for an outage date greater than 21 days from the time of submission, please create a case directly with Google (providing the same information as listed above). https://support.cloud.google.com/portal/?r=home 

Important: A Notification of SLA Financial Credit Eligibility must be submitted within 30 days from the time your project becomes eligible to receive a financial credit (60 days for Compute Engine and Load Balancing). The eligibility window begins at the close of the month for which the customer is claiming credits. 

Use the following form:

• • • 1. Notify Google of SLA Financial Credit Eligibility