Pingdom is an organization focused on system reliability and uptime, so it's not surprising that they dug into the Google Apps service level agreement and found a shocker:

Gmail could be unavailable for more than 21 hours in a day, and Google could still tell you that according to their SLA, the service has had 100% uptime.
How? Well, Google says,
"Downtime Period" means, for a domain, a period of ten consecutive minutes of Downtime. Intermittent Downtime for a period of less than ten minutes will not be counted towards any Downtime Periods."
Can you imagine?  I remember when I was in IT many years ago....it's not like users waited ten minutes to see if a system would come back up before calling the help desk.  In this always-on era, downtime is even less-tolerated.  Yet Google's SLA is written to say that it's no big deal if there's a nine-minute outage, anytime.

That sure makes the claim of a 99.9% uptime SLA more than a bit specious.  What other corners are cut to get to that magical $50/user/year cost?

Link: Royal Pingdom: Google Apps SLA loophole allows for major downtime without consequences > with more discussion at TechCrunch >  (Thanks, Rob)

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