People expect email to be as reliable as their phone's dial tone, and our goal is to deliver that kind of always-on availability with our applications. It's been a couple years since we blogged about the reliability of Gmail, so we thought we'd share some changes to our Google Apps service level agreement (SLA) and some new data.

Strengthening our SLA
We're pleased to make a couple changes that improve our SLA for our customers. Unlike most providers, we don't plan for our users to be down, even when we're upgrading our services or maintaining our systems. For that reason, we're removing the SLA clause that allows for scheduled downtime. Going forward, all downtime will be counted and applied towards the customer's SLA. We are the first major cloud provider to eliminate maintenance windows from their service level agreement.

We're also amending our SLA so that any intermittent downtime is counted. Previously, a period of less than ten minutes was not included. We believe any instance that causes our users to experience downtime should be avoided -- period.

Gmail: 99.984%
In 2010, Gmail was available 99.984 percent of the time, for both business and consumer users. 99.984 percent translates to seven minutes of downtime per month over the last year. That seven-minute average represents the accumulation of small delays of a few seconds, and most people experienced no issues at all. For those few who were disrupted for a longer period of time, we're very sorry, and Google Apps for Business customers received compensation where appropriate. We're particularly pleased with this level of reliability since it was accomplished without any planned downtime while launching 30 new features and adding tens of millions of active users.

Seven minutes of downtime compares very favorably with on-premises email, which is subject to much higher rates of interruption that hurt employee productivity. The latest research from the Radicati Group found that on-premises email averaged 3.8 hours of downtime per month. In comparison to Radicati's metrics for on-premises email, our calculations suggest that Gmail is 32 times more reliable than the average email system, and 46 times more available than Microsoft Exchange®.¹


Fortunately Microsoft Exchange® customers can still benefit from the reliability of Gmail with Google Message Continuity. Comparable data for Microsoft BPOS® is unavailable, though their service notifications show 113 incidents in 2010: 74 unplanned outages, and 33 days with planned downtime.

Email is much more complex than your home phone, so making it as reliable as the dial tone is no mean feat. Despite our best efforts, we will have outages in the future. But we're proud of our track record so far and we're working hard to make it even better. Every time you reach for your phone you expect it to work. And we believe that is a worthwhile benchmark.

1. The Radicati Group, 2010. "Corporate IT Survey – Messaging & Collaboration, 2010-2011"

Posted by Matthew Glotzbach, Google Enterprise Product Management Director

Update: clarification added to fifth paragraph.

This year cloud computing went mainstream, and the conversations moved beyond "this is a way to cut costs" to "this is a better way to run my business." While many IT vendors have now adopted (or co-opted) the term “cloud computing” to describe a wide variety of technologies, most don’t deliver on the true promise of the cloud. Hosting single-tenant server products in a data center is not cloud computing. Nor is requiring customers to install thick client software. These solutions lock-in customers to multi-year release cycles, leave them with the significant costs of managing client software, and expose sensitive data on insecure devices. In 2011, we are committed to moving beyond the current notion of cloud computing to bring customers to a world we call 100% web.

100% web
In a 100% web world, business applications are delivered over the Internet and accessed in a web browser. The applications and the data are stored centrally and are designed to be served from a highly scalable, secure and reliable multi-tenant infrastructure. Devices like notebooks, tablets, and smartphones are portals to the data that help people be productive from anywhere, at any time. Upgrades aren’t necessary to get access to the latest innovation, just refresh the browser. Businesses no longer own or manage servers and client software: they purchase integrated applications and development platforms from others, and now devote their valuable time to business logic and features that create competitive advantage.

We are investing in a variety of technologies so that companies can be productive with nothing but the web:

• Google Apps is the world’s most popular suite of web-based communication and collaboration applications, and includes email, instant messaging, calendaring, documents, sites, video sharing, Postini services and dozens more. We will continue to improve and expand our offerings to bring more powerful technologies to our more than three million customers.
• Google App Engine lets companies build their own applications for internal or external use and host them on Google infrastructure. This allows for faster and easier development, virtually no ongoing maintenance, and the ability to easily scale to meet capacity needs at short notice. App Engine already sees more than 1 billion page views per day from more than 150,000 active applications, and we will be launching App Engine for Business more broadly in 2011.
• Google Apps Marketplace provides the other applications customers need to build their business on the web, integrated with Google Apps and installed in a few clicks. The marketplace will continue to grow beyond its 250 applications and make it easier for businesses to find, evaluate, and purchase the best non-Google applications on the web.
• Android is one of the fastest growing mobile platforms in the world and designed to drive innovation and choice. Companies can now manage Android, iPhone, Windows Mobile, and other ActiveSync devices right from the browser. And the Android team is hard at work on a new version of the platform that addresses the unique aspects of tablet form factors and use cases.
• Google Chrome is an open source web browser developed to provide users with a fast, simple, and secure web-browsing experience with modern web applications. Chrome has become 300% faster in just two years, and adoption has tripled over the last year. This week we announced new features for Chrome to make managing enterprise deployments easy. Also, companies using older versions of Internet Explorer for their legacy applications can use Google Chrome Frame to access modern web apps that rely on technologies like HTML5.
• Google Chrome OS is a new operating system designed from the ground up for 100% web. By building an operating system that is essentially a browser, we can make computers faster, much simpler and fundamentally more secure. Last Tuesday, we announced the Chrome notebook Pilot program (apply to pilot) and Chrome devices for business will be available for purchase in 2011.

While many companies are able to jump right to 100% web, we understand that other larger businesses have substantial investments in legacy technology. So we’re also investing in solutions that bridge existing technologies to the world of 100% web:

• Google Cloud Connect for Microsoft Office allows people to continue to use the familiar Office interface (including Office 2003, 2007, and 2010), while reaping many of the benefits of web-based collaboration that Google Docs users already enjoy. It will be available soon.
• Google Message Continuity is a very cost-effective form of disaster recovery that lets Microsoft Exchange customers leverage the reliability of Gmail to back up their servers.

100% web is a dramatic shift from how companies have traditionally purchased, deployed, and managed IT. But the more we talk with customers the more we realize that this is the change they’ve been waiting for. It is the ultimate extension of the cloud computing model, and it brings substantial benefits for companies that no other IT model can provide in terms of simplicity, cost, security, flexibility, and pace of innovation. If 2010 was the year of the cloud, 2011 looks to be the year of nothing but the web.

Posted by Dave Girouard, President, Google Enterprise

Editor's note: This post is the last in a three-part series on the benefits of Google Apps’ cloud-computing architecture. - Ed.

The first post in this series focused on faster access to innovation and last week’s entry described how Google Apps can drive higher reliability and security. This final installment explains advantages achieved from the scale at which the Google Apps infrastructure operates.

Maximum Economies of Scale
An Internet-scale cloud infrastructure achieves economies of scale that can produce tremendous cost savings. Rather than buying off-the-shelf completed servers, Google buys raw computer parts in massive quantities, and assembles custom servers with few unnecessary components. Not only do we save costs on hardware, we also minimize overhead by consolidating on a very small number of server configurations that can be managed in bulk globally at an extremely efficient ratio of staff to machines. On a per-user basis, these economies of scale allow Google Apps to operate at higher levels of efficiency than can be achieved by customers themselves.

Further cost savings are also made possible by applications that run in the browser. Not only can customers forgo licensing expensive client software, but browser-based applications also require much less administrative overhead than traditional software or “software plus services”. IT departments don’t need to deploy patches or upgrades for web-based applications, and since improvements roll out gradually and continuously instead of in large disruptive batches every several years, companies can also save on change management costs.

Cloud computing – hosted, web-based applications built on shared infrastructure – can achieve breakthroughs in the pace of innovation, reliability, security and economies of scale. As you consider alternatives to address your organization’s messaging and collaboration needs, it pays to understand how different technologies are actually delivered. Over two million businesses considered their own options and have truly moved to the cloud with Google Apps.

If you’re interested in going a level deeper, we invite you to geek out with us on Thursday, when we’ll be holding a webcast to explore the advantages of Google’s cloud. Hope you can join us!

Geek out on the Cloud-Based Infrastructure of Google Apps
Thursday, April 22, 2010
2:00 PM ET / 11:00 AM PT / 6:00 PM GMT


Posted by Jeremy Milo, Google Apps Marketing Manager

Editor's note: This post is the second in a three-part series on the benefits of Google Apps’ cloud-computing architecture. - Ed.

Last week’s post kicked off our series on the advantages of Google’s cloud, and described how our infrastructure gives customers faster access to innovation than on-premises technology, single-tenant hosted applications, and “software plus services”. Here, part two focuses on how Google Apps is designed from the ground up to provide higher reliability and better security.

Improved Reliability and Security
Through synchronous replication, data and user actions in Google Apps are mirrored in nearly real-time across multiple data centers. If one data center becomes unavailable for any reason, the system is designed to instantly fall back to a secondary data center with no user-visible interruption in service. For Google Apps customers, our recovery point objective (RPO) design target is zero, and our recovery time objective (RTO) design target is instant failover. Gmail, Google Calendar, Google Talk, Google Groups, Google Docs and Google Sites have a 99.9% uptime guarantee, and our actual reliability has been significantly higher than this commitment. Attempting to replicate this level of reliability with on-premises or hosted technology is tremendously costly and complex. Even very large enterprises with state-of-the-art disaster recovery systems typically target a recovery time of one hour and accept the loss of one hour’s worth of data.

On the security front, Google’s large investments in physical and process-based security are passed on to customers. First, Google is able to hire many of the worlds leading security experts to protect our systems and conduct cutting-edge security research. Our data centers are hardened with many of the latest measures in security precautions, including biometric access controls and multi-tiered security perimeters. Furthermore, Google has implemented a multi-layered security process protocol designed to help keep customer data safe. Our processes have been independently verified in a successful third-party SAS 70 Type II audit to verify our confidentiality, integrity and availability of customer data. Finally, Google is able to efficiently manage security updates across our nearly homogeneous global cloud computing infrastructure, so customers aren’t exposed to known vulnerabilities until they install security patches themselves.

Browser-based applications also help keep sensitive data more secure. Unlike traditional software, when a user is finished using a web-based application, minimal data is left on the machine that could be compromised. Also, when employees can securely access their data from any browser, they’re less likely to store data locally on unsecured end-points like thumb drives. In a world where one out of ten laptops go missing in the first year¹ and 66% of workers report having lost a thumb drive², making data securely available from the browser and minimizing the amount of sensitive data stored on devices is an effective security strategy.

Next week I’ll conclude this series by sharing how Google’s economies of scale can help companies reduce costs and free up technology resources for higher value initiatives that can make businesses more competitive.

If you’re interested in going a level deeper, we invite you to geek out with us on Thursday, April 22nd, when we’ll be holding a webcast to explore the advantages of Google’s cloud. Hope you can join us!

Geek out on the Cloud-Based Infrastructure of Google Apps
Thursday, April 22, 2010
2:00 PM ET / 11:00 AM PT / 6:00 PM GMT


1. The Federal Bureau of Investigation & The Computer Security Institute’s annual Computer Crime and Security Survey, 2005.
2. “Thumb Drives? The New Portable and Convenient Way to Lose Data”, 2007.

Posted by Jeremy Milo, Google Apps Marketing Manager

Editor's Note: This post is the first in a three-part series on the benefits of Google Apps’ cloud-computing architecture.

“Cloud computing” has become a trendy buzzword, and some traditional technology vendors are even using the term though their solutions are still rooted in legacy architectures. In this three-part series, I’ll share how Google’s multi-tenant, Internet-scale architecture and browser-based applications produce three key advantages: the fastest innovation, improved reliability and security, and maximum economies of scale. Today I’ll focus on how Google’s innovation exceeds what’s possible with on-premises technology, single-tenant hosted applications, and “software plus services”.

Faster access to innovation for higher productivity
The web is the epicenter of innovation, and Google’s multi-tenant infrastructure is designed so we can push improvements to our entire customer base on short iteration cycles. We can deliver new functionality on a weekly basis, or faster, because our systems are able to distribute updates so efficiently. In 2009 alone, we launched over 100 improvements, and customers didn’t need to manage any upgrades or patches. In contrast, businesses tend to update traditional server software every five to seven years due to long release cycles from vendors and the cost and complexity businesses face implementing upgrades, especially when more powerful servers are required, like 64-bit hardware.

Browser-based applications are another key ingredient in our recipe for rapid innovation. When we launch new features to our web applications, users automatically get these improvements just by refreshing their browsers. Our mobile browser applications also get new features without software updates. With traditional technology and “software plus services”, client software is an innovation bottleneck. Even after back-end systems can support new features, users don’t get new functionality in those environments until the software on their computers and mobile phones have been upgraded, which can be an expensive and labor-intensive project.

Feedback and anonymous usage statistics from hundreds of millions of users in the real world also help us bring stress-tested innovation to business customers at an unprecedented pace. From our consumer user base, we quickly learn which new features would be useful in the business context, refine those features, and make them available to Google Apps customers with minimal delay.

Continuous innovation powered by the cloud has another advantage over traditional technology cycles: employees adapt to a continuous stream of manageable improvements better than they tolerate large, disruptive batches of change. Gradual iterations in bite-sized chunks substantially reduce change-management challenges. Conversely, employees are subjected to a painful re-learning cycle each time companies upgrade traditional software.

Dramatically faster innovation helps employees be more productive, but that’s not all Google’s cloud has to offer. In part two of this series, next week I’ll focus on how Google Apps can offer better security and higher reliability than on-premises technology, single-tenant hosted applications and “software plus services”.

If you’re interested in going a level deeper, we invite you to geek out with us on Thursday, April 22nd, when we’ll be holding a webcast to explore the advantages of Google’s cloud. Hope you can join us!

Geek Out on the Cloud-Based Infrastructure of Google Apps
Thursday, April 22, 2010
2:00 PM ET / 11:00 AM PT / 6:00 PM GMT


Posted by Jeremy Milo, Google Apps Marketing Manager