Google Gives Google Apps Users Credit & Adds Communication Policies
Aug 28, 2008 at 8:21am ET by Barry Schwartz
Earlier this month, Google’s popular email service had a major outage. News.com is now reporting that Google has responded to Google Apps Premier users with a credit and a promise to provide better communication tools in case this happens again.
Google has issued a 15-day extension of service to all Google Apps Premier users as a credit for the outage. This is the “full SLA credit” Google can give and it has been given to all Premier accounts automatically.
In addition, Google hopes to provide a dashboard with “system status information,” including a description of the problem and a continuously updated estimated time-to-resolution. Google will also provide a “formal incident report within 48 hours of problem resolution,” which includes business and technical description of the problem, actions taken to solve the problem, action taken to prevent the problem from happening again and the time line of the outage. Finally, Google will provide “post-mortem calls” about the issue to address any concerns and issues.
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