On occasion, Google’s Gmail service has gone dark, in some cases for hours at a time. Predictably, users of the free service flipped out and took to the Web to sound off. Google’s response, up to now, has merely been to issue apologies and get the system up and running again. However, for users of its Google Apps Premier Edition — a cloud-based suite that includes business-oriented messaging and collaboration apps, along with support and integration capabilities — Google has rolled out an SLA that guarantees 99.9 percent system accessibility.
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