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| 28 Aug 2008 - Credit where Credit is due |
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| I received an email today from Google. Nope, nothing personal, not asking me for advice on their huge company. You see, earlier in the month, there were some pretty major outages, where mail was not available. I've had that many problems with my home internet I could never tell if it was me or Google at fault, and frankly, didn't care - it worked again soon, and I was happy. But Google is trying to attract corporate and enterprise users, merging massive account lists to Google Mail to provide 'cloud computing' at the business email level. They will easily succeed with that. But in doing so, they must guarantee some level of service. I pay $50 per year per account. I have 2 accounts, one for my archived mail (1995-2004 - 25Gb), and one for current mail (2005-onward). Costs me $100 a year. The 'credit' to my account, allows an extension of 15 days to my current subscription, so, in essence, $4.05 to me! For a large corporation, that could be big bucks. Regardless, I think its the first time i've actually been credited for an outage. Can't think of an ISP that's ever done it. So well done Google... credit to you... and to me from you - thanks! Below is the gist of their email to me today: We're committed to making Google AppsPremier Edition a service on which your organization can depend. Duringthe first half of August, we didn't do this as well as we should have.We had three outages - on August 6, August 11, and August 15. TheAugust 11 outage was experienced by nearly all Google Premier users while the August 6 and 15 outages were minor and affected a very small number of Google AppsApps Premier users. As is typical of things associated with Google, these outages were the subject of much public commentary. Through this note, we want to assure you that system reliability is atop priority at Google. When outages occur, Google engineers around theworld are immediately mobilized to resolve the issue. We made mistakesin August, and we're sorry. While we're passionate about excellence, wecan't promise you a future that's completely free of systeminterruptions. Instead, we promise you rapid resolution of anyproduction problem; and more importantly, we promise you focuseddiscipline on preventing recurrence of the same problem. Given the production incidents that occurred in August, we'll be extending the full SLA credit to all Google AppsPremier customers for the month of August, which represents a 15-dayextension of your service. SLA credits will be applied to the newservice term for accounts with a renewal order pending. This creditwill be applied to your account automatically so there's no actionneeded on your part. |
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