|By Bob Gourley||
|November 23, 2012 04:09 PM EST||
I’ve been a long-time user of Google Apps and have recommended it to dozens of colleagues and associates. I currently use both the Standard (free) and Enterprise (paid) version of apps for several very high profile and long-standing domains. I’ve always considered it to be a reliable and cost-effective option for providing core email, calendar, and other services. However, I’ve recently fallen victim to activity by Google that demonstrates how an enterprise is placing their operations at risk if using Google Apps for their domain.
The first indication that there was a problem was an error message on my iPhone indicating that the password was incorrect for the domain in question. Since the password hadn’t been changed recently, I decided to investigate from my desktop by trying to log into the account. I was greeted with a message that stated “This account has been disabled” and a recommendation to change my password if I was having problems.
I followed the process for changing the password successfully and attempted to log in again. “This account has been disabled.” I consulted Google and found no helpful forum or blog postings on how to resolve this issue. I searched for a way contact Google associated with this issue. No luck. There is an option to obtain dial-in support, but that requires access to your account PIN and since I couldn’t log into the Apps admin panel, I couldn’t obtain the PIN. If you call Google Apps support, there is no way to proceed without the PIN.
I decided to post a message on the support forum for Google Apps. After ten days, there were no replies from other users or “advisors” from Google despite my attempt to bump the thread.
So let’s recap the impact to the domain after more than 7 days:
No email – not only could I not send and receive email, when folks tried to email me they got a hard bounce (account disabled). It is one thing to disable access to email, but bouncing email is catastrophic as communications completely fail instead of being queued in the inbox until the issue is resolved.
No App services – Calendar, Docs, Drive, and all Google App services are completely blocked. These are not critical for this domain in particular, but would be high impact if denied for some of my other domains.
Things were starting to get desperate. What could I do to restore email? Migrate the MX entries to another provider?
Ninety-six hours later, still no resolution. I’ve deliberately delayed migrating to another service provider so that I could provide an accurate perspective and timeline for this blog post, but it would appear that Google had successfully denied service to the business with no way to seek resolution.
I’d searched my email for this domain and the back-up email associated with the domain. There had been no correspondence from Google indicating an issue with the domain or an attempt to notify me of an impending or enacted disabling of the account. Google App services on the domain were killed with no explanation and no recourse.
In desperation, I decided to try and social engineer my way to support. I dialed in and entered the PIN from another one of my domains and once I got a human on the phone explained my issue. They promised they would look into it and call me in a few hours. I gave them my home and mobile numbers and made them promise to call back before hanging up. You guessed it, no call back. During that dial-in process, I was able to get a trouble-ticket issued so after a day I emailed Google Apps support in reference to that trouble ticket. Within a few days I had elevated it to a senior support person who suddenly emailed me a resolution:
“I have reviewed you case and can see that your account was incorrectly disabled due to an internal issue which our technical team has now resolved.
Therefore I have gone ahead and re-enabled your account and you should now be able to log in to use Google Apps.
I am sorry for the inconvenience caused. I understand that you were without access to the Google Apps services and I really appreciate your patience whist we have worked through this issue.”
The problem is now fixed, but not without significant impact to the domain in question and no explanation from GOogle as to how an “internal issue” can disable a business for over a week.
If you are currently using Google Apps for your domain, or considering the service, I would recommend you be aware that you are placing your livelihood in the hands of Google, which has no incentive to provide reliable services or support. Google can disable your domain services at their sole discretion with no recourse other than to move to an alternative service provide and social engineer a resolution that took over a week to resolve.
I’ll be looking at Rackspace and Microsoft as alternative service providers and appreciate any recommendations you may have regarding your experiences with those services.
The IoT has the potential to create a renaissance of manufacturing in the US and elsewhere. In his session at 18th Cloud Expo, Florent Solt, CTO and chief architect of Netvibes, will discuss how the expected exponential increase in the amount of data that will be processed, transported, stored, and accessed means there will be a huge demand for smart technologies to deliver it. Florent Solt is the CTO and chief architect of Netvibes. Prior to joining Netvibes in 2007, he co-founded Rift Technol...
Apr. 28, 2016 07:00 PM EDT Reads: 1,450
Join IBM June 8 at 18th Cloud Expo at the Javits Center in New York City, NY, and learn how to innovate like a startup and scale for the enterprise. You need to deliver quality applications faster and cheaper, attract and retain customers with an engaging experience across devices, and seamlessly integrate your enterprise systems. And you can't take 12 months to do it.
Apr. 28, 2016 04:45 PM EDT Reads: 1,710
This is not a small hotel event. It is also not a big vendor party where politicians and entertainers are more important than real content. This is Cloud Expo, the world's longest-running conference and exhibition focused on Cloud Computing and all that it entails. If you want serious presentations and valuable insight about Cloud Computing for three straight days, then register now for Cloud Expo.
Apr. 28, 2016 04:30 PM EDT Reads: 1,601
IoT device adoption is growing at staggering rates, and with it comes opportunity for developers to meet consumer demand for an ever more connected world. Wireless communication is the key part of the encompassing components of any IoT device. Wireless connectivity enhances the device utility at the expense of ease of use and deployment challenges. Since connectivity is fundamental for IoT device development, engineers must understand how to overcome the hurdles inherent in incorporating multipl...
Apr. 28, 2016 02:45 PM EDT Reads: 1,345
Machine Learning helps make complex systems more efficient. By applying advanced Machine Learning techniques such as Cognitive Fingerprinting, wind project operators can utilize these tools to learn from collected data, detect regular patterns, and optimize their own operations. In his session at 18th Cloud Expo, Stuart Gillen, Director of Business Development at SparkCognition, will discuss how research has demonstrated the value of Machine Learning in delivering next generation analytics to im...
Apr. 28, 2016 02:30 PM EDT Reads: 1,536
Manufacturers are embracing the Industrial Internet the same way consumers are leveraging Fitbits – to improve overall health and wellness. Both can provide consistent measurement, visibility, and suggest performance improvements customized to help reach goals. Fitbit users can view real-time data and make adjustments to increase their activity. In his session at @ThingsExpo, Mark Bernardo Professional Services Leader, Americas, at GE Digital, will discuss how leveraging the Industrial Interne...
Apr. 28, 2016 01:15 PM EDT Reads: 1,071
The paradigm has shifted. A Gartner survey shows that 43% of organizations are using or plan to implement the Internet of Things in 2016. However, not just a handful of companies are still using the old-style ad-hoc trial-and-error ways, unaware of the critical barriers, paint points, traps, and hidden roadblocks. How can you become a winner? In his session at @ThingsExpo, Tony Shan will present a methodical approach to guide the holistic adoption and enablement of IoT implementations. This ov...
Apr. 28, 2016 01:00 PM EDT Reads: 1,484
SYS-CON Events announced today that Stratoscale, the software company developing the next generation data center operating system, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Stratoscale is revolutionizing the data center with a zero-to-cloud-in-minutes solution. With Stratoscale’s hardware-agnostic, Software Defined Data Center (SDDC) solution to store everything, run anything and scale everywhere...
Apr. 28, 2016 12:45 PM EDT Reads: 1,437
Angular 2 is a complete re-write of the popular framework AngularJS. Programming in Angular 2 is greatly simplified – now it's a component-based well-performing framework. This immersive one-day workshop at 18th Cloud Expo, led by Yakov Fain, a Java Champion and a co-founder of the IT consultancy Farata Systems and the product company SuranceBay, will provide you with everything you wanted to know about Angular 2.
Apr. 28, 2016 12:15 PM EDT Reads: 1,582
Digital payments using wearable devices such as smart watches, fitness trackers, and payment wristbands are an increasing area of focus for industry participants, and consumer acceptance from early trials and deployments has encouraged some of the biggest names in technology and banking to continue their push to drive growth in this nascent market. Wearable payment systems may utilize near field communication (NFC), radio frequency identification (RFID), or quick response (QR) codes and barcodes...
Apr. 28, 2016 12:00 PM EDT Reads: 510
SYS-CON Events announced today that Men & Mice, the leading global provider of DNS, DHCP and IP address management overlay solutions, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. The Men & Mice Suite overlay solution is already known for its powerful application in heterogeneous operating environments, enabling enterprises to scale without fuss. Building on a solid range of diverse platform support,...
Apr. 28, 2016 11:30 AM EDT Reads: 2,158
You deployed your app with the Bluemix PaaS and it's gaining some serious traction, so it's time to make some tweaks. Did you design your application in a way that it can scale in the cloud? Were you even thinking about the cloud when you built the app? If not, chances are your app is going to break. Check out this webcast to learn various techniques for designing applications that will scale successfully in Bluemix, for the confidence you need to take your apps to the next level and beyond.
Apr. 28, 2016 11:00 AM EDT Reads: 1,380
The increasing popularity of the Internet of Things necessitates that our physical and cognitive relationship with wearable technology will change rapidly in the near future. This advent means logging has become a thing of the past. Before, it was on us to track our own data, but now that data is automatically available. What does this mean for mHealth and the "connected" body? In her session at @ThingsExpo, Lisa Calkins, CEO and co-founder of Amadeus Consulting, will discuss the impact of wea...
Apr. 28, 2016 10:30 AM EDT Reads: 507
Whether your IoT service is connecting cars, homes, appliances, wearable, cameras or other devices, one question hangs in the balance – how do you actually make money from this service? The ability to turn your IoT service into profit requires the ability to create a monetization strategy that is flexible, scalable and working for you in real-time. It must be a transparent, smoothly implemented strategy that all stakeholders – from customers to the board – will be able to understand and comprehe...
Apr. 28, 2016 10:15 AM EDT Reads: 919
SYS-CON Events announced today that Ericsson has been named “Gold Sponsor” of SYS-CON's @ThingsExpo, which will take place on June 7-9, 2016, at the Javits Center in New York, New York. Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Some 40 percent of global mobile traffic runs through networks we have supplied. More than 1 billion subscribers around the world re...
Apr. 28, 2016 10:00 AM EDT Reads: 659
So, you bought into the current machine learning craze and went on to collect millions/billions of records from this promising new data source. Now, what do you do with them? Too often, the abundance of data quickly turns into an abundance of problems. How do you extract that "magic essence" from your data without falling into the common pitfalls? In her session at @ThingsExpo, Natalia Ponomareva, Software Engineer at Google, will provide tips on how to be successful in large scale machine lear...
Apr. 28, 2016 10:00 AM EDT Reads: 700
SYS-CON Events announced today that Fusion, a leading provider of cloud services, will exhibit at SYS-CON's 18th International Cloud Expo®, which will take place on June 7-9, 2016, at the Javits Center in New York City, NY. Fusion, a leading provider of integrated cloud solutions to small, medium and large businesses, is the industry's single source for the cloud. Fusion's advanced, proprietary cloud service platform enables the integration of leading edge solutions in the cloud, including cloud...
Apr. 28, 2016 09:30 AM EDT Reads: 2,490
There is an ever-growing explosion of new devices that are connected to the Internet using “cloud” solutions. This rapid growth is creating a massive new demand for efficient access to data. And it’s not just about connecting to that data anymore. This new demand is bringing new issues and challenges and it is important for companies to scale for the coming growth. And with that scaling comes the need for greater security, gathering and data analysis, storage, connectivity and, of course, the...
Apr. 28, 2016 09:00 AM EDT Reads: 507
The IETF draft standard for M2M certificates is a security solution specifically designed for the demanding needs of IoT/M2M applications. In his session at @ThingsExpo, Brian Romansky, VP of Strategic Technology at TrustPoint Innovation, will explain how M2M certificates can efficiently enable confidentiality, integrity, and authenticity on highly constrained devices.
Apr. 28, 2016 09:00 AM EDT Reads: 940
In his session at @ThingsExpo, Chris Klein, CEO and Co-founder of Rachio, will discuss next generation communities that are using IoT to create more sustainable, intelligent communities. One example is Sterling Ranch, a 10,000 home development that – with the help of Siemens – will integrate IoT technology into the community to provide residents with energy and water savings as well as intelligent security. Everything from stop lights to sprinkler systems to building infrastructures will run ef...
Apr. 28, 2016 08:45 AM EDT Reads: 395