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Director, OpenShift Strategy at Red Hat. Founder of Rishidot Research, a research community focused on services world. His focus is on Platform Services, Infrastructure and the role of Open Source in the services era. Krish has been writing @ CloudAve from its inception and had also been part of GigaOm Pro Analyst Group. The opinions expressed here are his own and are neither representative of his employer, Red Hat, nor CloudAve, nor its sponsors.

4 responses to “SaaS Risk Reduction – Don’t Keep All Eggs in One Basket – A Case Study”

  1. Pete Austin

    Would you do the equivalent with – say – a car? Buy the body, seats and engine from different vendors? I assume not, because nobody would put up with this sort of extra hassle in most business areas. So why should anyone expect it with something as fundamental as domains?

  2. MattCutts

    If you scan the comments for Matt Glotzbach’s name, he stopped by to comment on that thread yesterday:

    “Hi, I work with Matt Cutts and am responsible for Google Enterprise products. We’ve had a chance to investigate this more deeply. We’ve identified the bug in our code that caused this issue for a small handful of domain renewals, and are deploying the fix. Please accept my apologies on behalf of Google for the inconvenience this caused you.

    Also, phone support is definitely still available for all Premier Edition users.”

    So at least in this case, Google investigated the issue, found out the problem, starting fixing it, and dropped by the web page to give an update in the comment in under a day, before the post even got to Techmeme. Of course we aim to never have any issues at all, but I think Google was pretty responsive in this case.

  3. BobWarfield

    This doesn’t look like a problem of too many eggs in one basket. The expectations for that registrar were completely reasonable to expect of a company like Google.

    While they could’ve taken all the steps you describe, asking small companies to do that for every Intranet (this was an intranet application) is a lot of overhead.

    There need to be single vendor solutions that work with a few clicks (and no, I would not expect Spolsky’s crowd have a problem understanding how to do it your way) simply because it isn’t worth the overhead.

    That Google fumbled the ball so badly here (and apparently this case is not an isolated exception) is inexcusable. They have to do better.

  4. Krishnan Subramanian

    Bob, coming from a country like India to US in mid nineties, I used to wonder about the fact that I could easily walk to the airport gates in US without undergoing security hassles like what we experienced in India. I used to think why can’t India make it easy like US Airports. Then came Sept. 11th and we all understand how important it is to have a beefed up security at airports. It is the same here too. It is human nature to take convenience over security until something bad hits them. I have no doubt that Google goofed up but users should also prepare themselves for worst case scenario.