Is it time to demand a better service-level agreement from Google Apps? And where is the offline access via Gears, Google?
Gmail back after 30-hour partial outage
No details about outage's cause or why it took so long to fix
At around 9:30 p.m. EDT, a Google Inc. spokesman said via e-mail that the problem had been solved. He offered no details about its cause nor an explanation about why it took Google so long to fix it. The spokesman said the problem affected "a small number" of Gmail users, but he declined to be more specific.
The first problem reports started appearing in the official Google Apps discussion forum around midafternoon on Wednesday. At around 5 p.m. that day, Google acknowledged that the company was aware of a problem preventing Gmail users from logging into their accounts and that it expected a solution by 9 p.m. on Thursday.
In companies that were affected, some Apps administrators reported very tense situations, in some cases involving having to deal with extremely upset CEOs and other high-ranking executives who got locked out of their e-mail.
Google Apps is a suite of hosted collaboration and communication software and services designed for workplace use. Its Standard and Education versions are free. Its more sophisticated Premier edition costs $50 per user per year and includes a 99.9% uptime guarantee for the Gmail service.
In August, Gmail had three significant outages that affected not only individual consumers of the free Webmail service but also paying Google Apps Premier customers. As a result, Google decided to extend a credit to all Apps Premier customers and vowed to improve its problem-notification methods.
One outage, on Aug. 11, lasted about two hours but affected almost all Apps Premier users. The other two, on Aug. 6 and Aug. 15, hit a small number of Apps Premier users, but both outages were lengthy, affecting some users for more than 24 hours. In all of the incidents, users were unable to access their Gmail accounts.
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Like other SaaS (software as a service) Web-hosted office collaboration and communications suites, Apps is an alternative to applications that are run on customers' own hardware and managed by their IT staffs.
SaaS suites like Apps are generally much cheaper, require little or no maintenance by IT departments, and are designed for Web-based workgroup collaboration.
However, customers must understand that they are trading off a level of control. If the vendor experiences problems in its data center, the performance and availability of the applications will be affected. In those cases, IT and business administrators must simply wait for the vendor to solve its problems.
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