Google Listens To Apps Customers, Improvements Coming!

From: Searchnewz.com

As a paying Google Apps customer, the lack of communication during recent outages left a bad taste in my mouth. Im pleased to report that I just received an email from Google with details of many improvements coming our way. These are much needed and welcomed.

Were committed to making Google Apps Premier Edition a service on which your organization can depend. During the first half of August, we didnt do this as well as we should have. We had three outages - on August 6, August 11, and August 15. The August 11 outage was experienced by nearly all Google Apps Premier users while the August 6 and 15 outages were minor and affected a very small number of Google Apps 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 a top priority at Google. When outages occur, Google engineers around the world are immediately mobilized to resolve the issue. We made mistakes in August, and were sorry. While were passionate about excellence, we cant promise you a future thats completely free of system interruptions. Instead, we promise you rapid resolution of any production problem; and more importantly, we promise you focused discipline on preventing recurrence of the same problem.

Given the production incidents that occurred in August, well be extending the full SLA credit to all Google Apps Premier customers for the month of August, which represents a 15-day extension of your service. SLA credits will be applied to the new service term for accounts with a renewal order pending. This credit will be applied to your account automatically so theres no action needed on your part.

Weve also heard your guidance around the need for better communication when outages occur. Here are three things that were doing to make things better:

1. Were building a dashboard to provide you with system status information. This dashboard, which we aim to make available in a few months, will enable us to share the following information during an outage:

a. A description of the problem, with emphasis on user impact. Our belief is during the course of an outage, we should be singularly focused on solving the problem. Solving production problems involves an investigative process thats iterative. Until the problem is solved, we dont have accurate information around root cause, much less corrective action, that will be particularly useful to you. Given this practical reality, we believe that informing you that a problem exists and assuring you that were working on resolving it is the useful thing to do.
b. A continuously updated estimated time-to-resolution. Many of you have told us that its important to let you know when the problem will be solved. Once again, the answer is not always immediately known. In this case, well provide regular updates to you as we progress through the troubleshooting process.

2. In cases where your business requires more detailed information, well provide a formal incident report within 48 hours of problem resolution. This incident report will contain the following information:

a. business description of the problem, with emphasis on user impact;
b. technical description of the problem, with emphasis on root cause;
c. actions taken to solve the problem;
d. actions taken or to be taken to prevent recurrence of the problem; and
e. time line of the outage.

3. In cases where your business requires an in-depth dialogue about the outage, well support your internal communication process through participation in post-mortem calls with you and your management team.

Once again, thanks for you continued support and understanding.

Sincerely,
The Google Apps Team

Read Original: http://www.searchnewz.com/topstory/news/sn-2-20080828GoogleListenstoAppsCustomersImprovementsComing.html

Permalink /// Comments (0)

Comments