Did Google's Gmail really goof-up?

It's too bad the National Transportation Safety Board can't investigate Google to find out just why Gmail crashed Tuesday as Google's explanations for its outages (via its dashboard) are short and kindergarten-like.

The NTSB would seek out the root cause of the outage, hold hearings and issue a report with recommendations for fixing the problem. But Google follows the standard operating practice of cloud and SaaS (Software-as-a-Service) providers, and that is to tell customers as little as possible about an outage. They treat their customers like dumb bunnies.

A Gmail outage isn't on the scale of a contaminated food supply incident, the discovery of lead paint on children's toys, or a plane crash—all events that trigger a federal investigation and detailed reports that flesh out causes and remedies.

But what happens if Google wins contracts to provide applications and mail services for Los Angeles and other government entities?

Cloud and SaaS providers increasingly want to manage critical services for government. And in time, outages that are now annoyances may have critical implications to them. Los Angeles' IT department is recommending the city move to Google Apps and says the company's services "often exceed the current city level."

That's a plus for Google but if something goes wrong with LA's IT systems, at least there is still a clear line of accountability to the managers responsible and an opportunity to probe.

But along with telling customers as little as possible, hosting, cloud and SaaS providers indemnify themselves as much as possible from any business losses resulting from an outage.

In theory, the accountability is provided by the market: a customer can move to new service provider. But a migration to the cloud may be a path of no return. LA, in its assessment of cloud services, said that if it ditches its current infrastructure, "it may be cost-prohibitive to return to the city-owned and operated structure."

Today, the harm is mostly economic. When eBay Inc.'s PayPal service crashed last month, it was just something customers had to deal with it.

PayPal blamed the failure on a "back-end router" and some redundancy issues, and left it at that. That meant the companies like Sailrite Enterprises Inc., a sailing supply company, which relied exclusively on PayPal, were unlikely to learn what happened and had to suffer the loss.

But if cloud and SaaS providers manage government services then it's unlikely that an informed public will settle for incomplete explanations about outages.

If the service is critical, they will want to know what went wrong. Was the equipment upgraded, patched? Was staffing at proper levels? When was the last time someone tested the emergency generators? And so on.

Answers to fair and legitimate questions will be sought and little "dashboards" aren't going to cut it.

Agencies

Is India among top 2 emerging markets for Yahoo!

Internet search giant Yahoo! on Sunday said India is one of the 'top emerging markets' and it would release a slew of products over next few months for further consolidating its position in the country.

"India is one of the top two countries in the emerging markets segment and holds a lot of promise for us ... Products developed in the Indian lab and centres abroad are part of the pipeline of innovative products that will help us in the Indian market," Yahoo! Head of Audience (Emerging Markets) Gopal Krishna told media.

He, however, declined to comment on the details of the products. "Innovations around mail, instant messenger and front page (landing page) would be prime focus areas. We would also look at news properties like News, Bollywood and Buzz," he said.

Emerging markets contributes up to 65 per cent to the total users for some of the key global Yahoo! properties and is the fastest growing region from business perspective as well, he added.

One of the leading properties/products is Yahoo! Cricket, which attracted 2.4 million unique users per month emerging as the top cricket site in India, according to Comscore April 2009 data.

In February this year, Yahoo! India had entered into a three-year partnership with the International Cricket Council (ICC), becoming the exclusive online partner for all ICC events, including ICC World Twenty20, ICC Champions Trophy and ICC Cricket World Cup.

It has also partnered with companies like LG, Pepsi, Maruti, Tata Xenon, Honda, ICICI, Citibank and Cisco for advertising on the microsite. Yahoo! India also has a two-year partnership with Reliance, Krishna said.

Yahoo! India is also focusing on building its mobile business in the country. It is working on developing products, apart from the ones available on web to build its presence on mobile websites.

"We are looking at presenting users with a experience that is different from using Internet on PCs. Apart from the usual things, we are looking at developing applications specific to mobile handsets as well," Krishna said, adding that the mobile segment also presents a good opportunity in terms of advertising.

Worldwide spending on mobile advertising is expected to reach USD 19 billion in 2012, while the APAC market is forecast to touch USD 6.9 billion, according to eMarketer (March 2008).

Agencies