> "Partial refund". That's a very low standard for a service level agreement, but typical of Google. Your whole business is down, it's their fault, and all you

> "Partial refund". That's a very low standard for a service level agreement, but typical of Google. Your whole business is down, it's their fault, and all you get a partial refund on the service. The SLA is the contract. While this may not be possible, you'd normally have to negotiate a higher payout for a higher service cost, but otherwise it's fixed based on the amount you pay, not on the amount your business makes.