G Suite Reseller Agreement FAQ

Version 12

    The Google G Suite Authorized Reseller program agreement will vary depending on local laws and on the reseller relationship. You'll see the full agreement when you're fully approved as a reseller and are accessing the reseller console.

    In the meantime, we've highlighted the primary characteristics of the Reseller program and agreement here.

     

    Reseller Agreement and Renewals


    What legal agreements is the reseller asked to sign?

    • Resellers sign only one contract with Google, the Google G Suite Reseller Agreement.  But this contract is situated in the context of other contracts.
    • Resellers have their end customers sign a Reseller-Customer agreement which defines billing and payment terms, and any additional conditions or complementary products or services around Google G Suite.
    • The Reseller Agreement between Google and Reseller defines the joint obligations around reselling.
      • As part of the Reseller Agreement, Google specifies a Reseller Technical Support Services Guideline (TSSG).  TSSG outlines the support obligations that Google bears in terms of the Reseller’s use of the Reseller Console.
    • Once the reseller has provisioned a new customer, the customer is required to log in to the Google G Suite service to click through and accept the Terms of Service which bind Google and the customer.  This defines the conditions for Google providing the service, protection of customer data privacy, and customer adherence to acceptable use policies (no spam, hate speech, ***********, copyright infringement, etc.). The reseller may not accept these Terms of Service on behalf of the customer.
      • As part of the Terms of Service, Google provides a SLA related to the availability of Google G Suite services and the remedies for SLA violations, which consist of a specific number of additional service days.
      • In the cases where the customer is served by a reseller, it is specified that the reseller will provide that remedy (additional service days) to the customer.  In the Reseller Agreement, it is specified that Google will provide those additional service days to the reseller’s customer terms, and that the reseller is required to pass through those additional service days without change or substitution (though the reseller may choose to offer additional remedies of other kinds (e.g. financial)).
      • As part of the Terms of Service, Google also specifies a Technical Support Services Guideline, which defines Google’s support obligations to the IT administrators of Google G Suite customers.

     

    Does a reseller need to re-sign the reseller agreement on a regular basis?

    • No.  The Reseller Agreement contract term is for one year.  The Reseller Agreement automatically renews every year unless either party notifies the other in writing (with at least 30 days' prior notice) of its intent not to renew.

    What happens if the reseller agreement is not renewed (for reasons other than failure to pay or breach)?

    • The reseller agreement will continue with its current terms and conditions until the renewal date
    • On the renewal date, a 12-month wind-down period will begin during which the reseller may purchase additional new seats for existing customers pro-rated to the customer’s renewal date.
    • During the wind-down period, the reseller may, at Google’s discretion, no longer be able to purchase seats for new customer domains or to execute full annual renewals for any existing customers.
    • During the wind-down period, the reseller may offer their customers the ability to move to a different third party service or to their own service, and Google will provide reasonable assistance as requested to enable the migration.


    Conditions and Restrictions


    How are feature changes and updates to Google G Suite rolled out?

    How will my customers be impacted? Can a reseller request that a customer be retained on a non-current version of Google G Suite?

    • Google G Suite is a hosted service, and Google may make reasonable modifications and improvements to the service as a whole or to particular components of the service from time to time, at no additional cost to the reseller.  Google will make commercially reasonable efforts to notify resellers and customers of any such changes.
    • It is not currently possible for resellers to request that customer’s be maintained on non-current versions of Google G Suite.

    How does a reseller ensure that their customer’s data will be kept secure and private?

    • Customer data is defined as all contact information about the company and about its end users as collected in the sign up and provisioning process, as well as all data generated or shared through the Google G Suite services, including emails, documents, spreadsheets, presentations, and videos.
    • Google facilities used to store and process Customer Data adhere to reasonable security standards no less protective than the security standards at facilities where Google stores and processes its own information of a similar type. Google has implemented at least industry standard systems and procedures to ensure the security and confidentiality of Customer Data, protect against anticipated threats or hazards to the security or integrity of Customer Data, and protect against unauthorized access to or use of Customer Data.
    • Google and the reseller are obligated to treat customer data as confidential and private.  For reference, the Google G Suite privacy notice is located at here. Also a detailed overview of Google G Suite Security and Privacy policy can be found at this link.

    Can resellers resell Google G Suite to other resellers?

    • No.  This is not a multi-tier distribution program.  Resellers are not allowed to resell Google G Suite services to other resellers.

    Can resellers resell Google G Suite services to themselves?

    • Yes.  In the context of selling Google Apps services to other businesses, resellers may also sell Google G Suite to their own firm.  However, resellers may not sell Google G Suite exclusively and only to their own firm.
    • Note that resellers cannot directly resell to their own reseller domain - this functionality has not yet been developed.

    To which territories can resellers resell Google G Suite?

    • Worldwide excluding China, Cuba, Iran, Myanmar, North Korea, Sudan and Syria.

    Can resellers transfer purchased end user accounts/seats from one customer domain to another?

    • No.  End user accounts/seats are not transferrable.  The reseller purchase of an end user account/seat cannot be cancelled, refunded, or transferred to another domain.

     

    Can customers move from one reseller to another or to a direct relationship with Google?

    • Administrators of resold domains may generate transfer tokens from the G Suite control panel, which may be used to transfer a domain to a reseller. If a customer chooses to move to a different reseller, they forfeit the benefits of any prepaid periods, and Google provides no refunds or credit. Therefore such a move is best completed at the end of a payment term.
    • If a reseller chooses to not renew a domain's subscription, the domain will have the option to sign up directly with Google after the end of the domain's 12 month resold subscription.


    Selling, Billing, Economics


    What are the economics of the program? What discounts will resellers receive?

    • Google provides Resellers with a channel discount of 20% off the list price.  The list price is currently $50 per user per year for Google G Suite for Business.
    • Resellers receive this discount and the associated revenue stream on an ongoing basis for as long as their customers remain on Google G Suite
    • Resellers build profitable businesses around Google G Suite leveraging their recurring revenue stream through selling Apps licenses and the wealth of complementary technical and business services that they offer to their end customers along with any other 3rd party bundled solutions.

    In what currencies does the Google G Suite reseller program operate?

    • Resellers may bill and collect payment from customers in any relevant local currency.
    • Google will bill resellers and collect payments in one of the following six currencies: U.S. Dollar (USD), Canadian Dollar (CAD), Australian Dollar (AUD), Euro (EUR), British Pound (GBP) Indian Rupee (INR) and Japanese Yen (JPY).  Resellers based in the United States will be restricted to U.S. Dollar.
    • Please note, once you have selected a currency in the reseller application form, you will not be able to change currency after you become an authorized Reseller.

    Will there be any territory restrictions for resellers? Will there be any territory exclusivity for resellers?

    • Some resellers will have a named territory restriction (e.g. a general region like North America or Asia Pacific, or a country)
    • There is no commitment to reseller exclusivity for any territory.  In smaller areas/countries, of course, there are likely to be fewer resellers.

    Will resellers have any restrictions when selling into larger customers accounts?

    • Generally Google G Suite resellers will be restricted to selling to customers with less than 750 employees.  Based on Google's discretion, some resellers will not have this restriction in their reseller agreement terms.  Also exceptions for specific transactions will be handled on a case by case basis.
      • If you have a client needing more than 750 user accounts, submit a request to Google so the partner team can coordinate with our local sales team to make sure they are aware that you are selling into the account.  Assuming there are no sales concerns, Google will grant you ability to provision that account.
    • Google will also provide a specific list of named accounts, which may be updated from time to time, into which the reseller may not resell.

    How will Google direct sales work with resellers?

    Will Google for Work reps help resellers to close deals? Does the program have an opportunity registration system? Will resellers be given any deal exclusivity?

    • Google sales reps are motivated to work with resellers to help drive the greater adoption of Google G Suite among businesses of all sizes around the world.
    • The specific degree of lead sharing (from resellers or from Google) and joint selling activity will depend upon a variety of factors.  Google sales reps will not be available universally/on demand to assist resellers everywhere closing deals.
    • The program does not have an opportunity registration system.  While Google will work with primary partners on specific deals, customer choice will prevail (no deal exclusivity).  If the customer ends up choosing a different reseller, Google will honor that customer choice.

    Can resellers offer customers free trials on Google G Suite?

    • Yes, Google G Suite resellers can offer 30-day trials to their customer. Click here for more details.

     

    Who owns the customer billing relationship? How does customer billing work?

    • Resellers own the customer and the primary billing relationship with each customer. Google bills only the Reseller.  Resellers are free to bundle and bill for Google G Suiteservices in any way that makes sense for their business model.
    • Commercial terms, billing, and payments are entirely between the Reseller and the customer: bundling, length of term, renewal date, payment terms, etc.
    • Tracking and record keeping of customer billing is the responsibility of the Reseller.

    How will the reseller be billed by Google?

    • Accepted modes of payment include credit card, check, or wire transfer, as detailed on the monthly invoice. Google Checkout and Google Wallet are not accepted as a mode of payment.
    • For each customer order, Resellers will be invoiced monthly in arrears regardless of which plan Reseller selects (Flexible or Annual)--
      • Flexible plan: This is a non-commit plan where Google will invoice the Reseller based on the number of End User Accounts established by the Customer, as measured daily during the prior billing period. Under this plan, Customers (or Reseller's on their behalf) may add and delete unlimited end user accounts.
      • Annual Plan: This is a 12-month commit plan where the Reseller is committed to purchasing the entered Customer order (not on the date End User Accounts are provisioned). Customers may not establish End User Account on their own until Reseller place the orders with Google covering those licenses. Seats added after the initial order will be pro-rated to the term date of the initial order.  Provisioned end user seats will automatically be switched to the Flexible Plan at the term date, unless another renewal option is selected.
    • Executed orders may be placed by the reseller through the Reseller Console or API.  Executed orders cannot be cancelled and refunds will not be issued.
    • All new executed orders placed during a given calendar month and all renewals during the month will be consolidated and invoiced in arrears.  Resellers are required to log in to their Reseller Console to view their current invoice around the fifth day of the month, although this may vary.
    • U.S. payment terms are net 30, and are considered delinquent 30 days after the invoice date.  Delinquent payments may bear interest.
    • End user accounts/seats cannot be transferred by the reseller from one customer domain to another.


    Suspension and Termination


    Under what conditions can a reseller be suspended or terminated?

    • For failure to pay:  If no dispute is pending, a reseller may be put in credit hold or suspended after being delinquent for more than 30 days (i.e., Google has not received payment 30 days after the invoice due date).  If this suspension continues for more than 7 days, Google may terminate for breach (i.e., 37 days after the invoice due date)
    • For cause:
      • If Google reasonably believes that the reseller is in material breach of the reseller agreement, Google may suspend the reseller’s access to the Reseller Console or API until Google is reasonably satisfied that no breach has occurred or will occur.
      • If either Google or the reseller is in material breach of the contract terms and fails to cure this breach within 30 days of written notice, the reseller agreement may be terminated by the other party.
    • It should be noted that if the partner is on credit hold and access to the Reseller Console or API is suspended, existing reseller’s customers will continue to receive the service from Google. However if a customer needs additional licenses, or services or simply renew for another year, the reseller will not be able to do so until payment has been received by Google. Reseller will not be able to add new customers either.
    • If Google terminates the reseller agreement for the reseller’s breach, then Google may offer the affected customers the ability to move to another reseller or to a direct relationship with Google.
    • If the reseller terminates the reseller agreement for Google’s breach, then the reseller may offer the affected customers to ability to move to a different third party service or to their own service, and Google will provide reasonable assistance as requested to enable the migration.

    Can a reseller suspend or terminate a customer to whom it has resold Google G Suite?

    • If there is any suspension or termination of the reseller in terms of the Reseller Agreement and/or access to the Reseller Console or API, this will in no way impact the ongoing Google G Suite service of the reseller’s business customers.
    • If the customer fails to pay the reseller according to the terms of the Reseller-Customer agreement, then the reseller may suspend the customer domain (i.e., when delinquency periods have expired).  The reseller may suspend customers only for failure to pay.
    • Furthermore, only Google has the capability to monitor and bears the operational obligation around customer misuse of the service (i.e., violation of the acceptable use policy against spam, hate speech, ***********, copyright violations, etc. as defined here.
    • In these cases, only Google may suspend customers based on observed violations.
    • Only Google has the ability to definitively terminate a customer’s Google G Suite service.


    Marketing, Co-branding, Logo


    What marketing materials and co-branding is available through the reseller program?

    • Partners who are part of the program may refer to themselves as a “Google G Suite Authorized Reseller” and will be enabled to use the associated logo.

    In what languages are the reseller materials available?

    • Customer-facing materials including sales presentations, data sheets around communication and collaboration, and FAQs for customers have been translated into 22 major languages.
    • The partner portal/ reseller training and education materials are currently available in English, Spanish, Portuguese and Japanese, but we anticipate that they will be also become available in additional languages in the future. 

    What marketing support does Google offer with this program?

    • Google provides resellers with a range of marketing and training materials through the Google for Work Connect (GWC) section for authorized resellers.  These materials include prepared materials which resellers can use with customers.
    • Resellers gain customer visibility through the Google for Work Partner Search site.
    • MDF funds, as available, are generally reserved for partners who have invested significantly around Google G Suite and have earned the Premier level status as defined by the Google Cloud Reseller Program Guide.


    Related Resources, Additional Questions


    Are there any related resources that would benefit a potential reseller?

    • There is a wide range of related resources.  Some of the essential ones include the Google Apps Reseller Program microsite, the Google Apps Reseller Program Guide, the Sales FAQ which answers common questions from prospective customers, and the Google G Suite admin help center with articles answering frequent questions from customers and providers.

    Are there any other key aspects of the Reseller Agreement which a reseller should be aware of?

    • The above FAQs help highlight the primary characteristics of the Google G Suite Reseller Agreement solely as informal guidance.  Every reseller applicant is responsible for carefully reviewing and agreeing to all terms of the Reseller Agreement, whose terms supercede any content on this page, once they have been invited into the program.