Google Apps Unlimited

Service Description

Google Apps Unlimited is a suite of cloud computing productivity and collaboration software tools. It includes Gmail, Google Drive, Google Hangouts, Google Calendar and Google Docs. Google Apps include unlimited cloud storage.

Additionally, the service provides a robust cloud-based video conferencing feature. All Apps can be accessed from any device at anytime, anywhere with broadband and/or cellular connectivity. The service is provided through Software-as-a-Service (SaaS).

Customer Benefits

  • Business specific email address (

  • Email archiving

  • Unlimited storage

  • Video and voice calls

  • Online calendar

  • Online text documents, spreadsheets and slides

  • Collaboration to allow multiple people work together on a single document

  • 99.9% guaranteed uptime with zero scheduled downtime for maintenance

Infrastructure - No added server or infrastructure costs required, web/cloud based product.

Storage - Unlimited cloud drive storage.

Access - Ease of access from any device, anytime, anywhere.

Collaboration - Real time collaboration

Additional Tools - Access to additional business tools and apps via Google Apps Marketplace.

Customer Responsibilities

Agencies are required to request a Google email account to provide access to this service by contacting the ETS Technology Support Center at 307-777-5000 and requesting a Google email account.

  • Safeguard data

  • Work with ETS for creation of new accounts or suspension/deletion of accounts

ETS Responsibilities

  • Add/manage user accounts

  • Apply policies

  • Investigate reports of problems and work with the vendor to resolve issues

  • Process and complete requests for e-discovery

  • Manage usage and security with reports
Service Level Objectives
The following criteria are the quality of service benchmarks established as the expected performance goals of this service.

Category Evaluation Criteria  Target
Availability Google Apps Dashboard  
Incident Responsiveness Response within 2 hours for routine requests  95%
Incident ResolutionResolution within 4 hours of reported issues 75%

Maintenance Schedule

Google maintains its own applications according to their own schedule in which ETS does not control. ETS releases scheduled release path for updates to the Google Apps domain, only after they are tested on the rapid release domains.