Service Level Agreement (SLA)

Last updated: 2026-05-02 | Version 1.6

Plain-language summary: G4 commits to 99.99% uptime for Business and Enterprise plans. If we fall short, you can claim Service Credits. This document explains the covered services, exclusions, how to claim credits, and the maximum credit you can receive in a billing month.

1. Service Commitment

G4 Cloud Inc. (“G4,” “we,” “us,” “our”) is committed to providing a highly available service. This Service Level Agreement (“SLA”) sets forth the uptime commitments and remedies for the G4 Cloud services.

2. Definitions

• “Downtime” means the Service is unavailable to be accessed and used by Customer via the public internet, as measured by G4’s monitoring systems.
• “Monthly Uptime Percentage” is calculated as: (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month × 100.
• “Service Credit” means a percentage of the monthly fee credited to Customer in accordance with this SLA.
• “Service” means the G4 Cloud software-as-a-service offerings, including Mail, Drive, and Docs.

3. Uptime Commitment

• Standard SLA (Starter Plan): 99.9% uptime commitment.
• Business SLA (Business Plan): 99.99% uptime commitment.
• Enterprise SLA (Enterprise Plan): 99.995% uptime commitment.

4. Measurement

Uptime is measured based on G4’s internal monitoring tools, which probe service availability from multiple geographic locations at one-minute intervals. Planned maintenance windows are excluded from Downtime calculations.

4.1 Planned Maintenance

G4 will provide at least 48 hours’ advance notice of any planned maintenance that may affect service availability. Planned maintenance will occur during off-peak hours (10:00 PM to 6:00 AM ET) and is limited to a maximum of 4 hours per month for Business plans and 2 hours per month for Enterprise plans.

4.2 Exclusions

Downtime does not include service unavailability caused by: force majeure events, acts of third parties, Customer’s equipment or network, Customer’s failure to follow instructions, Customer’s violation of the AUP or Terms, or scheduled maintenance with proper notice.

5. Service Credits

5.1 Standard SLA (99.9%)

• < 99.9%: 5% of monthly fee
• < 99.0%: 10% of monthly fee
• < 95.0%: 25% of monthly fee

5.2 Business SLA (99.99%)

• < 99.99%: 10% of monthly fee
• < 99.0%: 25% of monthly fee
• < 95.0%: 50% of monthly fee

5.3 Enterprise SLA (99.995%)

• < 99.995%: 10% of monthly fee
• < 99.9%: 25% of monthly fee
• < 99.0%: 50% of monthly fee
• < 95.0%: 100% of monthly fee

5.4 Maximum Credit

The maximum total Service Credit issued in a single billing month shall not exceed 100% of the monthly fee paid for the affected Service.

6. Claiming Service Credits

6.1 Claim Process

To claim a Service Credit, Customer must submit a written claim to support@g4.business within thirty (30) days of the end of the billing month in which the Downtime occurred, including account identifier, description, dates/times, and any supporting evidence.

6.2 Credit Application

Service Credits will be applied as a credit against future invoices within sixty (60) days of confirmation. Service Credits are not refundable in cash.

6.3 Sole Remedy

Service Credits are Customer’s sole and exclusive remedy for any failure by G4 to meet the uptime commitment under this SLA.

7. Support Response Times

8. Exclusions

This SLA does not apply to: beta/preview features, free tier usage, customer-caused downtime, downtime during force majeure events, or downtime from unsupported configurations.

9. Changes

G4 may modify this SLA from time to time with at least 30 days’ notice of material changes.