G Suite Service Specific Terms

Capitalized terms not defined in these Service Specific Terms have the meaning stated in the G Suite Agreement, the G Suite Services Schedule to the Google Cloud Master Agreement, G Suite for Education Agreement, or other applicable agreement governing the use of G Suite Services.

  1. 1. Data Regions. The following terms apply only to the G Suite Services and to the Customer Data described in the definition of “Located Data” in Section 1.3 (Definitions) of these Service Specific Terms:

    1. 1.1 Primary Data Storage. If Customer is using an In-Scope Edition of the Services, Customer may use the Admin Console to select a Data Region to store Located Data at rest and Google will, in accordance with applicable law, store such Located Data accordingly ("G Suite Data Regions Policy”).

    2. 1.2 Limitation. For any Customer Data that is not covered by the G Suite Data Regions Policy, Google may store any Customer Data that is not covered by the G Suite Data Regions Policy anywhere Google or its Subprocessors maintain facilities, subject to Section 10.2 (Transfers of Data) of the Data Processing Amendment (if applicable).

    3. 1.3 Definitions.
      1. "Located Data" mean only the following primary data within Customer Data for the corresponding Service:

        1. (a) Gmail: subject line and body of email, attachments, and senders and recipients of messages.
        2. (b) Google Calendar: event title and description of event, date, time, invitees, frequency and locations.
        3. (c) Google Docs, Google Sheets, and Google Slides: file body text, embedded images, and associated End User-generated comments.
        4. (d) Google Drive: original file content uploaded to Drive.
        5. (e) Hangouts Chat: messages and attachments.
        6. (f) Google Vault: Vault exports.
      2. "Data Region" means either: (a) the United States or (b) Europe.

      3. "In-Scope Edition" means the following editions:

        1. (a) G Suite Business
        2. (b) G Suite Enterprise
        3. (c) G Suite Enterprise for Education
        4. (d) G Suite Enterprise Essentials
  2. 2. Google Vault. The following terms apply only to Google Vault:

    1. 2.1 Retention. Google will have no obligation to retain any archived Customer Data after the date of expiry of the retention period specified by Customer or the Order Term applicable to the relevant Google Vault licenses, unless: (a) such retention period or Order Term is renewed; (b) applicable legislation or legal process prevents Google from deleting the data; or (c) the data is subject to a legal hold imposed by Customer. If Customer does not renew its purchase and use of Google Vault, then Google will have no obligation to retain any archived Customer Data.

  3. 3. G Suite Essentials and G Suite Enterprise Essentials. The following terms apply only to G Suite Essentials and G Suite Enterprise Essentials editions:

    1. 3.1 Invoice Issuance.

      1. (a) If Customer orders G Suite Essentials or G Suite Enterprise Essentials editions directly from Google, then, as part of the payment and billing obligations between Google and Customer, (i) Google will send Customer a monthly invoice for Fees accrued during the previous month unless otherwise stated at the URL designating the Fees for an applicable SKU and (ii) Customer will accrue and pay for all Fees based on: (A) the number of Customer’s Active Users per month (or, if Customer has no Active Users in any month, a minimum of one (1) Active User for that month) and (B) any committed purchases or minimum commitments, if applicable. Google’s measurement tools will be used to determine Customer’s usage of the Services if applicable to Fees.
      2. (b) Fees for Resold Customers. If Customer orders G Suite Essentials or G Suite Enterprise Essentials editions from Reseller, the Fees for the Services will be set between Customer and Reseller, except that Google’s measurement tools will be used to determine Customer’s usage of the Services, if applicable, to Fees.
    2. 3.2 Google may block any behavior that attempts to circumvent the tracking and billing of Active Users or storage.

    3. 3.3 SLA Credits. If Customer orders G Suite Essentials or G Suite Enterprise Essentials editions directly from Google, any Service Credits that may be due to Customer will be issued in the form of monetary credits (and not additional Service days) that will be applied to Customer’s next invoice. If Customer orders G Suite Essentials or G Suite Enterprise Essentials editions from Reseller, Google will issue to Reseller any Service Credits that may be due to Customer in the form of monetary credits (and not additional Service days).

    4. 3.4 Definitions. “Active User” means an End User that (a) hosts or joins a video meeting in Google Meet at least once during the calendar month or (b) opens a file in Google Drive at least once during the calendar month.

  4. 4. Cloud Search. The following terms apply only to Cloud Search:

    1. 4.1 Third Party Data Sources. Customer’s use of third party data sources in connection with Cloud Search Platform is subject to and governed by the terms of service and other agreements between Customer and the applicable provider of the third party data source (“Third Party Data Source Terms”). Customer is solely responsible for compliance with such Third Party Data Source Terms, including ensuring necessary rights to allow Google to access or use such third party data sources for provisioning Cloud Search Platform to Customer.

    2. 4.2 Additional Definitions.

      1. Item” or “Document” means any piece of digital content that Cloud Search can index, including, if applicable, DOCS, XLS, PPT, and PDF files, a row in a database, unique URLs or any of the supported file types.

      2. Search Query” means a request sent by Customer to Google using Cloud Search to retrieve information or a set of results.

      3. Search Application” means a configuration of Cloud Search created and managed by Customer or their designee to enable a specific business use case, such as searching across documents in an intranet portal or Customer’s support tool.

  5. 5. Cloud Identity Management. The following terms apply only to Cloud Identity Management, and, as used with Cloud Identity Management, Google Contacts and Google Groups for Business (collectively “Cloud Identity Services”):

    1. 5.1 Subsequent Governing Agreement. If Customer subsequently enters into a separate agreement under which Google or a Google Affiliate agrees to provide Cloud Identity Services, then that subsequent agreement will supersede this Agreement with respect to Cloud Identity Services. If this Agreement terminates or expires, then, if applicable, Google will continue to provide Cloud Identity Services, in accordance with the Cloud Identity Agreement unless or until such agreement is terminated or expires in accordance with its terms. “Cloud Identity Agreement” means an agreement for the provision of Cloud Identity Services entered into by the parties prior to termination or expiry of this Agreement.

  6. 6. Verification Using Domain Email Address.The following additional terms apply only when a Domain Email Address (rather than a Domain Name) is verified to use the Services:

    1. 6.1 Inviting End Users. Customer may invite other users with a Domain Email Address to use the Services. If those users accept Customer’s invitation to use the Services, they will be considered Customer’s End Users under the Agreement.

    2. 6.2 Domain Name Verification.

      1. (a) Any person or entity may verify the Domain Name corresponding to the Domain Email Address at any time (“Verifying Party”).

      2. (b) If the Verifying Party is Customer, or one if its Administrators, then such Verifying Party will take ownership and control of End User Accounts corresponding with the Domain Name and all associated data within such End User Accounts immediately after verifying the Domain Name.

      3. (c) In all other cases, the Verifying Party will take ownership and control of access End User Accounts corresponding with the Domain Name and all associated data within such End User Accounts 72 hours after verification of the Domain Name.

      4. (d) Customer and all End Users will be notified when the Domain Name is verified.

      5. (e) Administration After Domain Name Verification. The Verifying Party will be able to do the following with respect to Customer’s Account and all such End User Accounts: (i) access, monitor, use, modify, withhold, or disclose Customer Data; (ii) control account settings (including changing account passwords); (iii) control access to and use of the Services; (iv) restrict ability to access information or settings; (v) restrict the ability to disassociate Customer’s Account and all End User Account (including Customer Data and data within Customer’s Account and all End User Account) from Verifying Party; (vi) remove or disable any Services, Additional Products or other services/products enabled, used, downloaded, or installed using Customer’s Account or any End User Account corresponding with the Domain Name; and (vii) suspend or terminate use of the Services.

    3. 6.3 Data Deletion. In a manner consistent with the functionality and administration of the Services, and unless use of the Services has been Suspended in accordance with the Agreement, at any time before the Verifying Party takes ownership and control of Domain Name and all associated End User Accounts (including Customer’s Account), Customer or its End Users can delete or export Customer Data and/or delete its End User Account(s). After the Verifying Party takes ownership and control of Domain Name and all associated End User Accounts (including Customer’s Account), Customer or its End Users may not be able to delete End User Account(s) and may not be able to delete or export any Customer Data depending on the administration of the Services.

    4. 6.4 Data Processing Instruction. If no action to delete or export any Customer Data before the Verifying Party takes ownership and control of Domain Name and all associated End User Accounts (including Customer’s Account), then, notwithstanding any term to the contrary in the Data Processing Amendment (if applicable), Customer acknowledges that these Service Specific Terms form part of the Agreement and, as such, document Customer’s specific instructions to Google to: (a) retain after termination of the Agreement as described in Section 6.6 (Termination After Domain Verification) all Customer Data that has not been deleted by Customer prior to such termination; and (b) make all such retained Customer Data available to the Verifying Party.

    5. 6.5 Consent to Administration. Where applicable, Customer agrees to allow: (a) the Verifying Party to have the access and capabilities described in the Agreement; and (b) Google to provide the Verifying Party with the access and capabilities described in the Agreement.

    6. 6.6 Termination After Domain Verification. Where the Verifying Party is a third party, this Agreement will automatically terminate when the Verifying Party takes ownership and control of the Domain Name and all associated End User Accounts (including Customer’s Account). For clarity, this section does not affect any end user rights which may be granted by the Verifying Party under its own (separate) G Suite agreement.

    7. 6.7 Services Limitations. Some Services, features and functionality, may not be available unless and until the Domain Name is verified.


    1. 7.1 Google Voice Parties and Contract Structure.

      1. (a) Google Voice Service Provider. Subject to Section 7.1(d), the Google Affiliate listed at https://gsuite.google.com/terms/service-terms/voice/providers.html for the Customer’s billing address (the “Google Voice Service Provider” or “GVSP”) will provide Google Voice to Customer as described in Section 7.1(b) (Google Voice Contract Structure).

      2. (b) Google Voice Contract Structure. Subject to Section 7.1(d), the G Suite Entity is a duly authorised agent of GVSP only in relation to Google Voice, and contracts on behalf of GVSP in relation to Google Voice. Accordingly:

        1. (i) in addition to these Service Specific Terms, the other terms of the Agreement (including the Data Processing Amendment and all limitations of liability) apply to GVSP’s provision of Google Voice as described in this section;
        2. (ii) Customer may enforce rights and benefits under the Agreement relating to Google Voice only against GVSP, not the G Suite Entity; and
        3. (iii) Customer will owe obligations under the Agreement relating to Google Voice (including payment of Fees) only to GVSP, not the G Suite Entity.
      3. (c) Regional Terms. The Regional Terms are incorporated into these Service Specific Terms and apply to the extent an End User uses Google Voice in a country described in the Regional Terms.

      4. (d) Applicability. For Customers with a billing address in Canada: (i) Section 7.1(a) (Google Voice Service Provider) and Section 7.1(b) (Google Voice Contract Structure) do not apply; (ii) Google will provide Google Voice to Customer; and, (iii) all references to the “Google Voice Service Provider” or “GVSP” in these Service Specific Terms, mean Google.

    2. 7.2 Provision of Google Voice.

      1. (a) Data Use.
        1. (i) Data Collection and Use. GVSP will collect and use Customer Data in accordance with the Google Voice Privacy Disclosure provided at https://gsuite.google.com/terms/service-terms/voice/privacy_disclosure.html.
        2. (ii) Subscriber Directory. GVSP will not provide Customer’s or its End Users’ Google Voice numbers to directory services unless requested to do so by Customer or otherwise required by law.
      2. (b) Telephony Providers.
        1. (i) Affiliate Providers. GVSP uses its Affiliates to provide Google Voice to End Users based on the location of the End User. The GVSP Affiliates and their locations are listed on the Telephony Provider List. For clarity, Telephony Providers are not Subprocessors.
        2. (ii) Non-Affiliate Telephony Providers. GVSP and its Affiliates use non-Google third party subcontractors (“Telephony Providers”) to route inbound and outbound telephone calls via the public switched telephone network (PSTN). By using Google Voice, Customer instructs GVSP to engage, and to have its Affiliates engage, Telephony Providers to:
          1. (1) route outbound and inbound telephone calls; and
          2. (2) process Customer Data as independent controllers in the country in which they are located:
            1. a) to the minimum extent required for such routing; and
            2. b) in accordance with applicable laws (including European data protection laws and telecommunications regulations).
    3. 7.3 Additional Payment Terms.

      1. (a) Google Voice Invoices. Fees for Google Voice are invoiced separately from other G Suite Services, and are subject to the Agreement’s payment terms.
      2. (b) Calling Rates. In addition to the Fees, Customer will pay GVSP for outgoing calls based on End User usage, calculated using the then-current Calling Rates.
      3. (c) Taxes. Notwithstanding anything to the contrary in the Agreement, Customer will pay applicable Taxes regardless of any tax exemption certificates. Invoiced Taxes may include Taxes associated with an End User’s use of Google Voice outside of the country in which the End User is using Google Voice.
    4. 7.4 Google Voice Requirements. Use of Google Voice may require a separate broadband or mobile data connection and an End User device compatible with certain minimum technical requirements. GVSP will make available to Customer a description of any minimum device requirements. Using Google Voice on mobile devices may use End Users’ voice or data allowances purchased from their mobile network operators. Out-of-country or other roaming usage of Google Voice may incur higher costs to End Users from their mobile network operators. GVSP is not responsible for any disruption or failure of Google Voice due to delays, outages, or disruptions in: (a) Customer’s data connection, (b) Telephony Providers’ networks, or (c) the operation of End User devices.

    5. 7.5 Google Voice Capabilities.

      1. (a) Number Assignment and Availability. Where Google Voice permits assignment of phone numbers, the following will apply:
        1. (i) number activation may require collection by GVSP of information required by applicable telecommunications regulations, including Customer’s service address and tax ID;
        2. (ii) in some countries, the service address must match the area covered by the number to be assigned;
        3. (iii) number activation may not be instantaneous upon request; and
        4. (iv) inactive numbers may be removed from Customer’s account.
      2. (b) Number Porting. Customer may port existing numbers from other service providers to Google Voice, to the extent Google Voice offers number assignment, and may request that assigned phone numbers be released to another service provider, subject to Sections 7.5(b)(i)-(iv) below.
        1. (i) Inbound Porting. To transfer a number from another service provider, Customer must follow the process described at support.google.com/a/go/voice-porting, as that site may be updated from time to time. Customer may only port in numbers to an active account. Inbound number porting may not be available in all locations where Google Voice is offered.
        2. (ii) Outbound Porting. To transfer an assigned number to another service provider, Customer must follow that service provider’s porting process. GVSP will process the porting request upon notification from Customer’s new service provider that Customer has submitted a porting request. GVSP is not responsible for any delays or disruptions in service caused by the number port out process, inaccurate or erroneous porting requests made by Customer or Customer’s new service provider, or fraudulent porting requests made by third parties.
        3. (iii) Customer Obligations. Customer is responsible for (i) the accuracy of information provided to GVSP associated with a porting request; (ii) fees associated with porting a number, including fees associated with remaining numbers and plans; and (iii) any Fees owed to GVSP associated with a number up to when the number is successfully ported, to the extent permitted by applicable laws.
        4. (iv) Service Termination. GVSP may release any Google Voice number after termination or expiration of the applicable End User license if Customer does not port the number to another service provider prior to such termination or expiration.
      3. (c) Caller ID. Google Voice allows the display of Customer’s Google Voice number on receiving devices where technically possible. End Users may suppress the display of the number permanently or on a call by call basis. For technical reasons, GVSP may not be able to suppress Google Voice numbers in all cases, including calls to Emergency Numbers.
      4. (d) Number Blocking. Upon Customer request, GVSP will block or unblock the use of Google Voice to call specific numbers, number ranges, or types of numbers (including value-added services) to the extent technically feasible.
      5. (e) Call Recording. Google Voice allows End Users to record individual telephone conversations. Customer agrees not to, and not to allow its End Users to, record telephone conversations without consent if such consent is required by applicable laws and regulations.
    6. 7.6 Google Voice Limitations. Google Voice may not:

      1. (a) include operator assisted dialing and calls to short codes (additional fees may apply for these calls);
      2. (b) support “collect” or “chargeback” calls; or
      3. (c) support calls or connections to certain numbers, including, as an example, premium rate numbers.
    7. 7.7 Google Voice Use Restriction. Customer will not sub-assign numbers to, provide access to, or otherwise enable use of Google Voice by, individuals under the age of legal consent as determined by the applicable laws of the relevant jurisdiction. GVSP may suspend or permanently disable any accounts that are used by or provisioned to such individuals.

    8. 7.8 Emergency Services. The following terms describe the emergency dialing service available for use with Google Voice. Additional country-specific information is available in the Regional Terms, as applicable (e.g. 9-1-1 in Canada).

      1. (a) Two-way Dialing. IP-based telephony emergency dialing services have certain limitations when compared to traditional emergency dialing and will function differently from traditional emergency dialing. The following provisions describe the differences and limitations of emergency service calls; additional country-specific limitations are described in the Regional Terms. Customer hereby acknowledges and accepts the differences between traditional telephone services and IP-based telephony calls with respect to calls made to emergency services, as described herein:
        1. (i) Description of Emergency Dialing Service. End Users of the two-way dialing features of Google Voice are capable of calling and receiving calls from emergency services free of charge. Emergency services vary depending on End User location. When an End User calls emergency services, GVSP will provide to emergency response operators the End User’s phone number and address that Customer has provided to Google (see Section 7.8(c) (Customer Obligations) below). End Users may need to confirm their physical location and call-back number because the emergency operator may not have this information.
        2. (ii) Limitations on Emergency Dialing Service. The following limitations apply to the emergency dialing service: (A) the service may not be available in the event of an Internet or power outage or disruption; (B) emergency calls may take longer to connect to the Public Safety Answering Point (“PSAP”) than traditional emergency services dialing, may produce a busy signal or may not connect; (C) emergency calls may correctly connect to the PSAP, but the End User’s phone number or location may not automatically be transmitted and the emergency services operator may not be able to call back; (D) emergency calls made while roaming may be routed to the local PSAP associated with the End User’s registered address (Customer will advise End Users to use their native dialer while roaming); (E) deaf, hard of hearing, or speech impaired End Users should call local emergency services directly using TTY or a telecommunications relay service, instead of 711 or a local equivalent; (F) if End Users have multiple devices associated with their account number (i) return calls from the PSAP may not ring each associated device, and (ii) the emergency operator may see a phone number that is different from the End User’s personal phone number; (G) if the End User has disabled incoming calls, the PSAP may not be able to call back; (H) if a call fails using Google Voice, End Users may be directed to complete emergency calls using the native dialer on their devices; and (I) emergency calling is not available through this calling service if (i) using the inbound-only Google Voice service, or (ii) calls are directed through the voice network of the user’s mobile carrier, when using the native dialer of the End User’s device. In Canada and certain other locations, the number and location provided by the emergency caller must be verbally provided by Google’s emergency operator to the appropriate PSAP; if, however, the caller is unable to provide their location to the operator, the caller will be routed to the PSAP that services the caller’s registered address.
      2. (b) Texting to Emergency Services. Texting to emergency services may not be supported by Google Voice. Any text-to-emergency-services feature made available through Google Voice may not be not supported over a Wi-Fi network.
      3. (c) Customer Obligations. With respect to Section 7.8(a) (Two-way Dialing), Customer is responsible for the following: (i) ensuring that the address registered within Google Voice for each End User is the current physical address where the End User will use Google Voice (failure to provide current addresses may cause the wrong emergency response center to be contacted, and delay emergency response to End Users); (ii) informing End Users that their physical addresses will be shared with Telephony Providers; (iii) informing End Users that they may need to provide their physical location and call-back number to the PSAP, once connected; (iv) ensuring that End Users have access to an alternative means of calling emergency services; and (v) informing End Users of the limitations of the emergency dialing services (Customer may download and print a warning label to affix to all devices that may be used to access Google Voice at support.google.com/voice/go/emergency-services).
      4. (d) Emergency Alerts. Emergency alerts may not be received if devices are set to Wi-Fi only mode, or cellular service is not available.
      5. (e) Disclaimer of Emergency Services Liability. To the fullest extent permitted by law, neither GVSP nor any of its Affiliates will have any liability under the Agreement (whether in contract, tort (including negligence) or otherwise) for damages of any type (including direct and indirect damages) arising under or in connection with the use or attempted use of Google Voice to access emergency services, including but not limited to any inability to access such services, any delays in emergency service response, conduct of emergency services response centers or operators, or inaccuracy of information provided to emergency services by Telephony Providers or other third parties engaged by GVSP or its Affiliates to facilitate the provision of emergency services access.
    9. 7.9 Suspension. In addition to the suspension rights described in the Agreement, GVSP may block incoming and outgoing Google Voice calls or messages if GVSP reasonably determines that Customer or any End User has used Google Voice to engage in the following prohibited activities:

      1. (a) generating or facilitating unsolicited commercial messages; or
      2. (b) inflating call traffic (e.g., traffic pumping, international revenue share fraud).
    10. 7.10 Termination by Customer. In addition to any termination rights described in the Agreement, Customer may terminate its use of Google Voice at any time by providing written notice to GVSP. Customer must cease use of Google Voice immediately upon termination.

    11. 7.11 Additional Definitions.

      “Calling Rates” are the then-current dialing rates described at voice.google.com/rates.

      “End User” includes, for the purposes of Google Voice, potential users who may be present at the physical location where a device connected to Google Voice is located and made available for use.

      “Fees” includes, with respect to Google Voice, the fees described at http://gsuite.google.com/voice.

      “G Suite Entity” is the Google entity with which Customer contracts for other G Suite Services, as defined in the Agreement.

      “Public Safety Answering Point” or “PSAP” means the applicable public safety answering point based on an End User’s registered location.

      “Regional Terms” means the terms described at https://gsuite.google.com/terms/service-terms/voice/regional_terms.html.

      “Telephony Provider” has the meaning given in Section 7.2(b)(ii) (Non-Affiliate Telephony Providers) of these Service Specific Terms.

      “Telephony Provider List” means the then-current list of Telephony Providers at https://gsuite.google.com/terms/service-terms/voice/providers.html.