Mobile // Mobile Applications
News
8/12/2008
12:55 AM
Connect Directly
Google+
LinkedIn
Twitter
RSS
E-Mail
50%
50%

Google Apologizes For Gmail Outage

Millions of users were unable to access Google's Gmail service for several hours on Monday.

Google's Gmail service was inaccessible for several hours on Monday, inconveniencing millions of users worldwide.

In what is becoming an increasingly common ritual among online computing service providers, Google issued an apology.

"Many of you had trouble accessing Gmail for a couple of hours this afternoon, and we're really sorry," said Gmail product manager Todd Jackson in a blog post. "The issue was caused by a temporary outage in our contacts system that was preventing Gmail from loading properly."

Those with memories stretching back to early August may recall that Apple CEO Steve Jobs, in an internal e-mail that somehow slipped from the grip of Apple's message machine and reached the public, expressed regret for the rocky launch of the company's MobileMe service. "The MobileMe launch clearly demonstrates that we have more to learn about Internet services," Jobs wrote.

And in the even more distant past, July 20 to be precise, Amazon's Simple Storage Service (S3) was down for about eight hours. Amazon published a lengthy post-mortem of the incident. It concluded, "Though we're proud of our operational performance in operating Amazon S3 for almost 2.5 years, we know that any downtime is unacceptable and we won't be satisfied until performance is statistically indistinguishable from perfect."

What sets Google's apology apart beyond the inclusion of an actual "We're really sorry" is the extent to which the company's contrition appears to have been driven by engagement with its user community. Jackson acknowledged receiving not only phone calls and e-mail messages from upset Gmail users, but to reading complaints on Twitter.

According to Jackson, Google has identified the source of the problem and fixed it. He said that Google is conducting a review of the outage and plans to adjust its internal systems and procedures based on its findings.

Comment  | 
Print  | 
More Insights
Building A Mobile Business Mindset
Building A Mobile Business Mindset
Among 688 respondents, 46% have deployed mobile apps, with an additional 24% planning to in the next year. Soon all apps will look like mobile apps and it's past time for those with no plans to get cracking.
Register for InformationWeek Newsletters
White Papers
Current Issue
InformationWeek Tech Digest, Dec. 9, 2014
Apps will make or break the tablet as a work device, but don't shortchange critical factors related to hardware, security, peripherals, and integration.
Video
Slideshows
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on InformationWeek.com for the week of December 7, 2014. Be here for the show and for the incredible Friday Afternoon Conversation that runs beside the program!
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.