Monday’s Gmail outage scared the crap out of me.
I just moved my entire company over to Google Apps — away from Microsoft Exchange — about 6 weeks ago. One of the scariest parts is the fact that you have no control over the server or services that actually make your e-mail and calendars and everything else “go.” So when e-mail goes down, I’m pretty much as helpless as a basic user, and that stings a bit.
Plus, as a free (“education”) customer, all I can do is send e-mail to support (duh — can’t do that when Gmail is down!) or post messages on their support forum. Sure, there’s a support phone number, but when millions of accounts go offline worldwide, your call won’t get through. Keep that in mind if you evaluate Google Apps. With the exception of today, the experience has been great. But now I’m on edge.
A little good news, though… Google has apologized. Sincerely. Openly. Without dodging the issue or blamestorming. There aren’t many companies that could do this.
Kudos to Google for this kind of clear, honest and authentic apology.
I already feel a little better.