Look Before You Leap into Google Apps by yaofenji


									Look Before You Leap into
Google Apps
Before you bet your business on Google Apps,
make sure you understand what they really cost.

Published: december 2010
Table of Contents

summary .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .3

deployment costs

               migrating email data  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .4

               directory and Address book integration and synchronization .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .5

               integrating microsoft Outlook with Gmail, Google Talk, and Google videoconferencing .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .6

               supporting mobile users  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .7

iT support costs

               Gaps in the Google service level Agreement  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .8

               iT Administration  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .9

               help desk support  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .10

               security and Archiving  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .11

user Training and File Fidelity costs

               user Training .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .12

               File Fidelity Problems  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .13


               Total cost of Ownership  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .15

Google Apps migration checklist  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .  .16

As an IT professional these days, you probably have to do more with less than ever before. You may have to
struggle to find the right balance between reducing costs, maintaining operational efficiency, and providing all
the capabilities your workforce needs. You also may be struggling to define your strategy for cloud computing.

You may be considering adopting Google         but many iT organizations have found that      •    Google Apps may require costly
Apps to balance the requirements of            Google Apps cause them extra, hidden                add-on applications, even for
your messaging and collaboration               costs . Organizations that                          most small- and medium-sized
infrastructure . On the surface, Google        have evaluated Google Apps have found               organizations .
Apps may seem like acceptable                  that the projected versus actual costs of
                                                                                              •    Google Apps cost far more than
replacements for enterprise-grade              switching to Google Apps
                                                                                                   their claimed $50/user annual
products such as microsoft exchange            may greatly increase their total cost of
                                                                                                   fee because making them work
Server or Microsoft Office. The $50 annual     ownership (TcO) . in particular, these iT
                                                                                                   acceptably for most organizations
license fee for Google Apps Premier            organizations have found that:
                                                                                                   requires paying for add-on
edition (GAPe) may seem low enough to
                                                                                                   applications, extra support measures,
justify ripping out your current office-
                                                                                                   and more iT workers .
productivity, messaging, and collaboration
infrastructure and starting anew with
solutions in the cloud .

In this paper, we discuss three major hidden-cost areas associated with Google Apps:

   DepLoYmenT                                      IT SupporT                                      uSer TrAInInG &
   CoSTS                                           CoSTS                                           FILe FIDeLITY CoSTS
   •   migrating data such as email                •    Understanding Google’s                     •    Training and supporting users
       messages, contacts, and                          service level Agreement (slA)                   who switch email and office-
       documents                                                                                        productivity suites
                                                   •    Providing 24/7 phone support
   •   supporting directory                                                                        •    Maintaining file fidelity when
                                                   •    delegating more than one
       integration and password                                                                         users convert and exchange
                                                        level of administrator access
       synchronization                                                                                  documents
                                                   •    supporting email-preservation
   •   Providing offline access
                                                        compliance and archiving
   •   Supporting Microsoft Office
                                                   •    Providing enhanced security
       Outlook as a client

   •   supporting mobile users

in the Appendix, we provide a checklist to help you identify the potential hidden costs if your organization switches to Google Apps .
After evaluating your requirements against these hidden costs, we believe you will conclude that these costs are too high .

We also believe that you will conclude that Microsoft offers your organization better office productivity, messaging, and collaboration
solutions than Google . microsoft has worked with software users for more than 25 years and fully understands the needs of users in
every setting from the home office to the enterprise. Microsoft developed and supports one of the world’s most familiar productivity
products—Microsoft Office—to help users everywhere work productively. With Microsoft Office 365, Microsoft offers organizations the
familiar usability of both on-premises and cloud-based Microsoft Office applications.

                                                                                                  look before You leap into Google Apps | 3
DepLoYmenT CoSTS

migrating email Data
Customers who deploy Google Apps must have their IT teams migrate email messages, contacts, tasks,
folders, distribution lists, and other data from messaging solutions such as microsoft exchange Server
to Google Apps. The costs associated with this migration are not included in the $50 annual license fee
advertised by Google.

    Country: New Zealand
                                        DATA-mIGrATIon CoSTS noT InCLuDeD wITh
                                        GooGLe AppS:
    Size: 80 employees
                                        COntaCts                                     PubLIC fOLDErs
    Industry: sports                    if you are migrating from Outlook, you       if your organization used exchange
    Read the case study:                must install and run Google Apps sync for    public folders to share documents, you
    http://www.microsoft.com/           Outlook to migrate contacts from             must manually upload all documents and
    casestudies/Case_Study_Detail.      microsoft Outlook . Also, there is no easy   mark them as shared in Google Apps,
    aspx?CaseStudyID=4000002644         way to universally manage organization-      or purchase a third-party application to
                                        wide contacts without using a third-party    allow access to these documents on the
                                        product .                                    network .

    “Migrating to Google                tasks                                        fOLDErs wIth unusuaL naMEs
    Apps would have                     You cannot migrate Tasks from Outlook to
                                        Google Apps, so you must recreate them .
                                                                                     Outlook folders with names that include
                                                                                     unusual characters won’t migrate to
    been extremely                                                                   Gmail .
    disruptive, with long               DIstrIbutIOn LIsts
                                        Google Apps Sync won’t migrate distri-       hIDDEn COsts
    outage periods and                  bution lists and groups, so users have to    The time that iT administrators and users
    a significant risk of               maintain them locally in Outlook . if you    spend to migrate data and the cost of
                                        remove Outlook, lists and groups are         third-party applications to migrate data .
    losing data during                  gone permanently .                           For example, Google marketplace lists an
    the transfer process…                                                            Exchange to Google Apps Migrator that
                                                                                     costs $20 per user. The cost increases
    At first, Google Apps                                                            greatly if you want to migrate data other
    seemed cheaper                                                                   than email .

    than other solutions,
    but upon closer                        Did you know?
    examination, these                     If you move from a Microsoft on-premises solution to a cloud-based
    risks were simply too                  email infrastructure with Microsoft Exchange Online and Microsoft
                                           Outlook, you don’t have to worry about data migration problems.
    high.”                                 Microsoft Exchange Online was specifically architected to work with
           - Jeremy burrows, iT head,      Microsoft Outlook as an email client.
           New Zealand Rugby Union

                                                                                      look before You leap into Google Apps | 4
DepLoYmenT CoSTS

Directory and Address Book Integration and
Because Google Apps offer limited directory services and synchronization, the burden shifts to IT
departments and end users, who often have to deploy third-party applications to synchronize data and
contacts. Also, Google Apps do not provide a native single-sign-on service so employees have to remember
extra user IDs and passwords, and IT must purchase or write additional software code to create the capability.

    Country: canada
                                         hIDDen DIreCTorY, ADDreSS-Book InTeGrATIon, AnD
                                         SYnChronIzATIon CoSTS noT InCLuDeD wITh
    Size: 500 employees                  GooGLe AppS:
    Industry: Automotive, Farm, and
                                         aCtIvE DIrECtOry                            PErManEnt PasswOrD
    recreational Vehicles
                                         You must download a separate utility in     synChrOnIz atIOn
    Read the case study:                 Google Apps to integrate Active directory   employees have a separate user name and
    http://www.microsoft.com/                                                        password for network access and Google
    casestudies/Case_Study_Detail.       OnE-way DIrECtOry                           Apps . To enable single sign-on, you must
    aspx?casestudyid=4000006831          synChrOnIz atIOn                            use a third-party application or enlist a
                                         You can only sync Google Apps down to       developer to customize .
                                         your on-premises ldAP directory . You
                                         must also download an open-source tool      OutLOOk frEE/busy
    “Google Apps didn’t                  to complete the synchronization .           if employees use Outlook to interface with
    allow for single-                                                                Gmail, the calendar is not instantaneously
                                         GLObaL aDDrEss bOOk                         synchronized to show employees’ free/
    sign-on service or                   synChrOnIz atIOn                            busy time .
    user migration and                   You must set up a server to synchronize
                                         your ldAP server with Google Apps .         hIDDEn COsts
    couldn’t help us                     Additionally, once you’ve synchronized      The time iT or employees spend to
    centrally manage our                 the directory, you still cannot view that   synchronize directories and other infor-
                                         complete directory in Google Apps . it      mation, and the cost to buy extra ap-
    multiple domains. In                 only allows you to discover someone         plications to synchronize directories and
    addition, downloading                using search .                              manage users . For example, MyOneLogin
                                                                                     provides single sign-on service for Google
    via IMAP or POP was                                                              Apps, and costs up to $36 per user per
    proving to be too slow                                                           year . Promevo gPanel provides shared
                                                                                     contacts management and costs $8 per
    and unreliable for                                                               domain account per year .
    our large amounts of
                                            Did you know?
     - Jonathan Pisarczyk, information
              systems Group manager,        Microsoft Exchange fully supports Outlook’s features, whether you
            Phaeton Automotive Group        deploy Exchange on premises or in the cloud.

                                                                                      look before You leap into Google Apps | 5
DepLoYmenT CoSTS

utilizing microsoft outlook with Gmail, Google Talk,
and Google videoconferencing
Customers who utilize Google Apps with microsoft outlook have to manage several add-ins. even with
those add-ins, employees who want to continue to use Outlook’s rich, familiar features may typically find
themselves struggling to get their calendars and email folders to work properly, leading to lost productivity.

    Country: united states
                                             hIDDen CoSTS oF InTeGrATInG mICroSoFT ouTLook
                                             wITh GmAIL, GooGLe TALk, AnD GooGLe
    Size: 30 employees                       vIDeoConFerenCInG:
    Industry: media and
    entertainment—Advertising                GOOGLE aPPs synC                              for Google Talk . employees must manu-
                                             fOr OutLOOk                                   ally install the add-in to achieve functional
    Read the case study:                     This add-in allows Outlook to work with       parity with some other video conferenc-
    http://www.microsoft.com/                Google Apps, but it only provides partial     ing experiences .
    casestudies/Case_Study_Detail.           synchronization and may require employ-
    aspx?CaseStudyID=4000008299              ees to manage two different inboxes .         hIDDEn COsts
                                                                                           Additional management costs and busi-
                                             GOOGLE taLk                                   ness disruption . iT teams must install,
    “The Outlook                             Google im/chat is not integrated with
                                             Outlook and requires employees to install
                                                                                           test, deploy, manage, and support these
                                                                                           Google Apps client-side add-ins, or
    Connector for Google                     and deploy the Google Talk rich client to     employees must install them themselves .
    Apps was dreadfully                      receive email notifications locally.          These add-ins don’t always work as well
                                                                                           as Google claims . According to PCWorld,
    broken. As an IT                         GOOGLE GE ars                                 in an article titled Google Apps Sync
    Director, it was a                       This application supported offline syn-
                                             chronization of Gmail and Google docs .
                                                                                           for Outlook Gets Mixed Reviews, “idG
                                                                                           News service, over the course of several
    nightmare for me.                        however, Google has suspended Google          weeks and even after enlisting the help
    There were periods                       Gears offline support for Google Docs as
                                             of may 3, 2010 . (For more information, see
                                                                                           of Google’s public relations department,
                                                                                           couldn’t find one Apps administrator
    when not a day went                      this link .)                                  whose employer isn’t a Google Apps
    by when somebody                                                                       reseller or integrator [who was] willing to
                                                                                           speak favorably about the Outlook sync
                                             GOOGLE taLk vIDEO-
    wasn’t reporting an                      COnfErEnCInG aDD-In                           tool .”
    issue with it. When we                   This client-side connector provides video
                                             conferencing with special add-in software
    switched to Microsoft,
    my phone stopped
                                                Did you know?
    ringing. Now I can
                                                Users can synchronize files with Microsoft SharePoint® Online in Office
    focus on other things.”                     365, to work offline. When reconnected, SharePoint transmits only
     - Jake harris, director of iT, Aisle7      delta changes in documents. and with Microsoft Exchange Online and
                                                Microsoft Outlook, users can work offline without worrying about what
                                                will work and what won’t.

                                                                                             look before You leap into Google Apps | 6
DepLoYmenT CoSTS

Supporting mobile users
many workers today use their mobile phones to manage their email, calendars, and contacts when they are
out of the office. With Google Apps, IT may have to install additional applications to make sure that data
synchronizes with servers back at the office so their employees have the latest information.

    Country: united states
                                          hIDDen CoSTS oF moBILe-SupporT wITh GooGLe AppS:

    Size: 25 employees                    bL aCkbErry                                    hIDDEn COsts
                                          synChrOnIz atIOn                               Third-party products and additional serv-
    Industry: iT services                 Google Apps has a synchronization prob-        ers to support mobile synchronization:
                                          lem with recurring meetings . if your orga-
    Read the case study:                                                                 •     CompanionLink for Google: syncs
                                          nization is using a blackberry enterprise
    http://www.microsoft.com/                                                                  Outlook contacts, calendars, and
                                          server (bes), you must still maintain this
    casestudies/Case_Study_Detail.                                                             tasks with a Google account ., but
                                          server if you deploy Google Apps . A bes
    aspx?casestudyid=4000002896                                                                doesn’t work with BlackBerry phones:
                                          cloud solution can reduce the complex-
                                                                                               $39.95/user annually
                                          ity of having to maintain this server on
                                          premises, but costs extra .                    •     ExchangeMyMail: To host more than
    “Microsoft Exchange                                                                        500 BlackBerry phones: $120/user
    Online is a much                      IPhOnE anD
                                          OthEr sMartPhOnE

    cleaner solution                      synChrOnIz atIOn
    than Google Apps                      Google has developed Google sync soft-
                                          ware that you can install on some mobile
    because everything is                 devices . As of October 2010, this applica-
    from one provider—                    tion was still in beta and had many limita-
                                          tions such as lack of full-search capability
    Microsoft—so I don’t                  of Gmail on iPhones . (For more informa-
    need a lot of third-                  tion, see this link.)

    party applications to
    link computers, cell
    phones, and laptops.”
                                             Did you know?
                                             Microsoft Office 365 Enterprise Plans provide full Exchange ActiveSync
       - JW Keller, President, Datatune      support with more than 40+ policy settings for It. In addition, we offer
                                             fully hosted BES Support so that you can offload the hardware and
                                             software upgrades. we provide It with a direct bEs admin console
                                             directly from our service.

                                                                                             look before You leap into Google Apps | 7
IT SupporT CoSTS

Gaps in the Google Service Level Agreement
Understanding what is covered by Google‘s SLA is sometimes difficult, but vitally important for evaluating
any cloud providers offering.

    Country: united states
                                         hIDDen CoSTS CAuSeD BY GApS In The GooGLe AppS
                                         premIere eDITIon (GApe) SLA:
    Size: 5,000 employees
                                         DOEs nOt InCLuDE DOwntIME Of                  DOEs nOt COvEr
    Industry: industrial equipment       LEss than 10 MInutEs                          E xPErIMEntaL fE aturEs
    and machinery                        You can suffer multiple Google Apps           The GAPe slA does not cover experi-
    Read the case study:                 downtimes of less than 10 minutes             mental features released through Google
    http://www.microsoft.com/            without recourse . Google Apps could be       labs . moreover, experimental Google
    casestudies/Case_Study_Detail.       unavailable for more than 21 hours in a       labs features are the most likely to cause
    aspx?CaseStudyID=4000007851          single day, but by the terms of the GAPe      problems for end users and require action
                                         slA, this constitutes 0% downtime .           by iT teams .

                                         OffErs sErvICE CrEDIts af tEr                 DOEs nOt InCLuDE unLIMItED
    “Service with Google                 thE COntr aCt tErMs                           24/ 7 PhOnE suPPOrt
    was just poor. I spent               GAPE’s remedies for service downtime
                                         consist of service credits after your
                                                                                       Google offers phone support on week-
                                                                                       ends and holidays only for “P1” (Critical
    countless hours                      contract expires rather than any remedy       Impact – Service Unusable in Production)
    on the phone with                    during the term of your relationship .        requests, and only if more than half of us-
                                                                                       ers are affected . Google does not respond
    them, issues went                    LIMIts GOOGLE’s E xPOsurE                     on weekends or holidays for “P2” (High
    unresolved, and I                    Google strictly limits any potential remedy   Impact – Service Use Severely Impaired)
                                                                                       and lower-priority requests .
                                         to a maximum of 15 days of credit even if
    had to spend too                     their services are down for more than 36
    much time manually                   hours in a month which translates to 95%      hIDDEn COsts
                                         uptime .                                      The costs of risk exposure to your business
    creating blacklists of                                                             with Google’s SLA are unique to each
    domains that their                                                                 business and therefore you should work
                                                                                       with your legal counsel and risk manage-
    service was clearly                                                                ment officers to discuss.
        - dave booher, lead Windows
        administrator, Sunbelt Rentals      Did you know?
                                            Microsoft Office 365 Enterprise Plans provide 24x7x365 multi-lingual
                                            phone support and 99.9% availability SLA that is financially backed
                                            with up to 100% credit back during the term of your contract. the
                                            Microsoft SLA begins counting the first minute of any downtime
                                            towards our 99.9% availability terms. Microsoft Office 365 does not
                                            release beta features into mission-critical environments.

                                                                                        look before You leap into Google Apps | 8
IT SupporT CoSTS

IT Administration
IT teams generally find they have to spend additional time maintaining Google Apps, mainly because of lacking
support from Google. IT teams are often unable to find answers because of this limited support. IT teams also
have to spend more time supporting third-party products and client-side connectors for new and existing users.

   Country: england
                                           hIDDen IT ADmInISTrATIon CoSTS wITh GooGLe AppS:

   Size: Nearly 4,000 employees            unannOunCED fE aturE                          fauLt y rEPOrtInG anD LOGGInG
                                           rOLLOut/PuLLbaCk                              Administrators and auditors have to de-
   Industry: construction                  Google often releases new features that       pend on other products to see acceptable
   supervision and management              require additional support, and often         reports . For example, Google does not
   services                                ends support for features such as Google      provide logs that let you see when and
                                           Gears or Google Wave with little or no        which user was deleted .
   Read the case study:
                                           warning .
   casestudies/Case_Study_Detail.                                                        L aCk Of unIvErsaL
   aspx?casestudyid=4000006478             fr aGMEntED aDMInIstr atIOn                   ManaGEMEnt
                                           You can control some features and func-       iT cannot manage enterprise-wide con-
                                           tions through Google Apps, but others         tacts such as customers, partners, and
                                           require Postini or another third-party        vendors .
   “We asked [Google]                      application for you to manage them .
   basic questions about                   Additionally, Google lacks macros and
                                           scripts for common administrative tasks
                                                                                         InEffICIEnt IssuE rEsOLutIOn
                                                                                         When users experience a problem in
   things like network                     such as forcing a password reset or updat-    GAPe, they may usually have to visit a
   administration rights…                  ing imAP and POP settings for all users .     forum to resolve it . because GAPe is new,
                                                                                         support information is often incomplete
   and we found we                         usEr rEnaMInG                                 on Google forums .
   were logging a lot of                   It’s difficult to change employee names,
                                           export calendar items, export contacts,       hIDDEn COsts
   calls. The information                  download email messages, create a new         extra time to maintain Google Apps and
   just isn’t out there on                 account, import calendar items, import
                                           contacts, upload email messages, and
                                                                                         its third-party products beyond resolv-
                                                                                         ing typical help desk issues . Other costs
   the Internet yet.”                      delete an account .                           include lost productivity and the cost and
                                                                                         support for third-party products needed
             - Tina Parfitt, head of IT,
                                           nO DELEGatInG aDMInIstr atOr                  to fill gaps. For example, you can use
                             VINCI PLC
                                           PrIvILEGEs                                    Power Panel for Google Apps for advanced
                                           Administrators have full control or no        iT management to delegate administrative
                                           control over accounts . You cannot del-       tasks, run macros and scripts for common
                                           egate tasks or provide detailed control for   tasks, and import and manage shared
                                           common tasks such as password resets .        contacts at a cost of $8 per user per year.
                                           Anyone who has administrator access can       GeeRenamer helps simplify the renaming
                                           decommission an entire email service .        of users at a price of $19 per user (free for
                                                                                         first three renames).

                                              Did you know?
                                              Office 365 Enterprise Plans provide powerful role-based administrator
                                              access so that It can set granular access policy. In addition, Powershell
                                                                                       look before You leap into Google Apps |    9
                                              is supported for remote command line scripting of common tasks.
IT SupporT CoSTS

help Desk Support
while a browser-based application should relieve burdens for IT teams, many customers who deploy Google
Apps could find that Help Desk employees face additional questions about how to complete simple tasks
with Google Apps. Customers may find that menus are unfamiliar, and often the features that employees
need most do not exist. The Cnn money article “The Hidden Cost of Google Apps” says, “when you’re
running a business, you’re paying your people while they struggle through this cultural shift to web-based
applications—and that can be very costly... It requires more direct handholding and ongoing maintenance.”

   Country: england
                                        hIDDen heLp DeSk SupporT CoSTS wITh GooGLe AppS:
                                        Missing features: Google Apps features often do not work like the familiar features in
   Size: 1800 employees
                                        the Microsoft Office suite, so with a migration from Microsoft, Help Desk personnel have
   Industry: Publishing                 to support users as they relearn how to do simple tasks . For example:

   Read the case study:                 usInG Cut, COPy, anD                          limited access to contacts, and no offline
   http://www.microsoft.com/            PastE COMManDs aCrOss                         experience for documents, spreadsheets,
   casestudies/Case_Study_Detail.       aPPLIC atIOns                                 drawings, and presentations . using Gmail
   aspx?casestudyid=4000007764          Though about 20% of user clicks in office     offline requires software that Google no
                                        productivity applications are cut/copy/       longer supports: Google Gears .
                                        Paste commands, you cannot directly cut/
                                        copy/Paste among Google docs, spread-         rECEIvInG at taChMEnts
   “I wasn’t pleased that               sheets, and presentations .                   Gmail users cannot receive attachments in
   new [Google Apps]                                                                  calendar invitations created by microsoft
                                        wOrkInG OffLInE                               Outlook users .
   functionality could                  Google Apps offers an offline experience
   pop up tomorrow,                     for email, a view-only offline calendar,

   and our Help                         Ad hoc and disappearing features: Google adds features to Google Apps haphazardly
   Desk wouldn’t be                     and without warning, so help desk personnel are often unprepared to support those
                                        features . And Google sometimes abandons features after introducing them . For example:
   prepared to help with
                                        GOOGLE GE ars                                 hIDDEn COsts
   problems.”                           Google abandoned support for this             The time that help desk employees spend
                                        browser add-in on may 4, 2010 . iT teams      to answer employees’ questions about
                       - Alison ross,
                                        must deploy this unsupported add-in for       Google Apps, or the cost of providing
            head of service support,
                                        every user who wants to work offline, and     third-party support . For example, Suite/
                Trader Media Group
                                        help desk personnel must support it .         Apps Gold provides unlimited support for
                                                                                      Google Apps for $599/user annually.

                                           Did you know?
                                           Office 365 provides the familiar user experience of Microsoft Office on
                                           the PC, Phone or browser. In addition, Microsoft’s tools are designed
                                           to work natively without the need of adapters and connectors which
                                           enables consistent and expected behavior for users.

                                                                                       look before You leap into Google Apps | 10
IT SupporT CoSTS

Security and Archiving
Google Apps came from Google’s consumer division and weren’t architected to have enterprise-grade
security and archiving capabilities. Security and archiving are not available for Google Apps unless you pay
for extra services to secure email and meet legal requirements for email and document retention.

    Country: united states
                                          hIDDen SeCurITY AnD ArChIvInG CoSTS wITh
                                          GooGLe AppS:
    Size: 56,000 employees
                                          EnCryPtIOn                                    Data rECOvEry
    Industry: Government                  employees cannot encrypt messages             Google does not guarantee backup of
    read the case study:                  containing sensitive information .            email for data recovery .
    casestudies/Case_Study_Detail.        PrIvaC y                                      hIDDEn COsts
    aspx?CaseStudyID=4000004879           email message recipients can easily edit,     The cost of hosted email security and
                                          forward, or print sensitive information .     archiving services . Postini, which Google
                                                                                        acquired in 2007, provides some level
                                          InfOrMatIOn rIGhts                            of email security and 10 years of email
    “The security of our                  ManaGEMEnt                                    retention for Gmail, costs $45/user an-
    communications is                     email message recipients can easily edit,     nually . Sendmail Sentrion Email Security
                                          forward, or print sensitive information .     Appliance for Google Apps, priced from
    paramount. Google                                                                   $22,500, can add a higher level of security
    couldn’t guarantee                    “Off thE rECOrD” Chat                         for Gmail . EchoSign Electronic Signature
                                          employees can conduct instant messaging       for Google Apps begins at $359/user an-
    that security… [They]                 sessions where portions of conversations      nually .
    weren’t ready to                      can be conducted without any iT record .

    handle the state’s                    Data rEtEntIOn POLICIEs
    business.”                            Your organization’s data retention policies
                                          are trumped by Google’s terms of service.
     - Mike Binkley, Director of Office   For example, Google retains the rights to
                Automation services,      maintain all copies of information for as
           Michigan Department of IT      long as they require .

                                             Did you know?
                                             Microsoft Exchange with Outlook lets users mark emails with Digital
                                             Signatures, enforce Digital Rights Management, and flag messages
                                             by type. Microsoft Exchange, whether deployed on premises or in the
                                             cloud, fully supports security for mobile phone users so your It team
                                             can take advantage of layered security defenses. In addition, Microsoft
                                             Office supports watermarking of documents which can be rendered
                                             in the Office Web Applications alerting users of any ‘confidential’ or
                                             ‘private’ status of a document.

                                                                                        look before You leap into Google Apps | 11

user Training
Google Apps offer very basic functionality that lacks consistent document conversion and import/export
capabilities and limited flexibility, and exhibits frequent feature gaps and bugs. Because Google Apps translates
inbound documents into a proprietary hTmL format, users can experience substantial formatting problems and
potential data loss during data and document migrations and conversions. Many Google Apps users find that
even routine tasks take more time than necessary because of the unfamiliar interface and meager online help.

    Country: France
                                          GooGLe AppS AnomALIeS wITh whICh uSerS oFTen
                                          neeD TrAInInG:
    Size: 3,500 employees
                                          MuLtIPLE OPEn GOOGLE aPPs                    •    rules and signatures do not migrate
    Industry: Financial services          wInDOws                                           to Gmail .
    Read the case study:                  Whenever users switch between mail,          •    Gmail does not support Outlook
    http://www.microsoft.com/             calendar, documents, and other ap-                categories .
    casestudies/Case_Study_Detail.        plications in Google Apps, they open a       •    Gmail does not support “Out of
    aspx?casestudyid=4000005041           new Web browser window . This quickly             Office” status in Outlook.
                                          becomes confusing for users who acci-        Outlook flags become stars in Gmail, and
                                          dentally open multiple mail and calendar     follow-up reminders are lost .
                                          windows at the same time .
    “In my judgment,                                                                   hIDDEn COsts
    Google Apps is not                    OutLOOk /GMaIL
                                                                                       Training fees for both users and iT staff .
                                                                                       Third-party companies offer training solu-
    an enterprise-class                   because Gmail does not fully support         tions that range in price from $125/hour
    solution. It’s a                      microsoft Outlook, users experience un-
                                          usual problems when using Outlook as a
                                                                                       per user (Suite-Apps) to packaged solu-
                                                                                       tions starting at $2,499 (Dito) . in addition,
    consumer solution,                    Gmail client . For example:                  you need to train your iT staff, which given
    and we did not want                   •   because email messages are
                                                                                       Google’s lack of flexibility may require
                                                                                       training on how not to disable services or
    to risk our business on                   automatically combined into threads
                                                                                       functionality in Google Apps . Google only
                                              based on their subject line, users see
    it.”                                      a new folder for every email thread
                                                                                       allows two security groups (Administrators
                                                                                       and users) and your help desk most likely
                                              and have to scroll through dozens
        - laurent debes, director of iT                                                needs more rights and more detailed
                                              or scores of folders to return to that
             Production & integration,                                                 control than users . What happens when a
                                              thread .
           Credit Immobilier de France                                                 user with too many rights takes down your
                                          •   executable attachments (including
                                                                                       entire implementation with an accidental
                                              self-extracting .zip files) are not
                                              copied to Gmail .

                                              Did you know?
                                              Microsoft Exchange with Outlook lets users mark emails with Digital
                                              Microsoft Office Online applications have the familiar, intuitive look
                                              and feel of the Microsoft Office Fluent User interface and offer essen-
                                              tial editing capabilities with no formatting or data loss.

                                                                                       look before You leap into Google Apps | 12

File Fidelity problems
Employees who use Google Docs to open a document created in Microsoft Office often find that the format
looks different in Google Docs. Because Google limits file sizes and converts documents to HTML, Google
Apps documents can be unreadable.

When switching to Google Apps, employees waste time figuring out how to perform simple tasks such as printing and copying and
pasting . The infoWorld article “Office Suites in the Cloud: Microsoft Web Apps versus Google Docs and Zoho” examined how Google docs
and Office Web Apps handle documents. Below are some of the problems InfoWorld found with Google Docs:

    Country: spain
                                             FILe FIDeLITY proBLemS wITh GooGLe AppS:
                                             GMaIL                                         GOOGLE sPrE aDshEEts
    Size: 50 employees
                                             • Users can’t see a presence icon to          • charts cannot be copied from Google
    Industry: consulting                       respond quickly with an im instead of         spreadsheets and pasted into Google
                                               an email .                                    docs
    Read the case study:                     • Users can’t use “Out of Office” status      • Formatting options are rudimentary .
    http://www.microsoft.com/                  label in Gmail, and can’t share folders.
    casestudies/Case_Study_Detail.                                                         IMPOrtInG OthEr sPrE aDshEEts
                                             • users must forward separate message
    aspx?CaseStudyID=4000003809                                                            •  images and formatting beyond
                                               threads to send or forward Gmail
                                                                                              simple cell sizing and shading are
                                               messages .
                                                                                              discarded .
                                             GOOGLE DOCs                                   •  Google Apps can’t import
    “You want the                            • No automated spell checking or                 spreadsheets larger than 1mb .
    interaction with the                     •
                                               grammar checking exists .
                                               No document version control as in
                                                                                           •  charts often disappear entirely .

    tools you need to                          microsoft sharePoint exists .
                                                                                           GOOGLE PrEsEntatIOns
                                                                                           • images, text, and data from Google
    do your work to feel                     IMPOrtInG DOCuMEnts                             docs and Google spreadsheets
    frictionless—and                         •  Tab stops, paragraph spacing,
                                                page margins, and images move
                                                                                             cannot be pasted into Google
                                                                                             presentations .
    when we had a dozen                         unexpectedly .
                                                                                           hIDDEn COsts
    tools and passwords                      •  Google Apps can’t import documents
                                                larger than 500Kb .
                                                                                           many hours or days of lost productivity
    and user interfaces it                   •  revisions made by using the Track
                                                                                           per user, and potentially lost business .
                                                                                           employees who use Gmail spend extra
    was not frictionless at                     changes and comments features are
                                                jumbled together as plain text .
                                                                                           time tracking down email messages that
    all.”                                    •  Page headers and footers are
                                                                                           have not synchronized correctly . if they
                                                                                           use Outlook as a front-end to Gmail,
                                                converted to inline text at the top of
                 - emiliano duch, ceO,                                                     they have to scroll through seemingly
                                                the document .
                       Competitiveness                                                     endless duplicated folders to find mes-
                                             •  Watermarks such as such as
                                                                                           sages . employees can lose time resolving
                                                cONFideNTiAl, dO NOT cOPY,
                                                                                           document fidelity issues—a significant
                                                drAFT, PersONAl, TOP secreT, and
                                                                                           cost even when only minor corrections are
                                                urGeNT disappear .
                                                                                           needed . Organizations can lose business
                                                                                           when it takes longer to complete docu-
                                                                                           ments that don’t look professional.

                                                                                            look before You leap into Google Apps | 13

File Fidelity problems - continued

DoCumenT CompATIBILITY proBLem AFTer upLoADInG A mICroSoFT worD FILe In
wOrD DOCuMEnt                                                  wOrD DOCuMEnt IMPOrtED IntO GOOGLE DOCs

  Did you know?
  Microsoft Office Online applications in Office 365 can preserve a document’s layout, graphics, and complex watermark
  so user content remains intact.

                                                                                      look before You leap into Google Apps | 14

what might the following cost your organization?
•   retraining users to complete simple,   If the total cost of those items is more than $50/user per year, then Google Apps might
    common computing tasks                 not be the best choice for your organization . For example, based just on the necessary
•   losing employee productivity until     add-ins and connectors that we’ve mentioned in this paper, in a scenario where you
    they’re fully retrained                need to migrate a mobile user from microsoft exchange to Google Apps in an organiza-
•   buying new add-ons for                 tion that has more than 500 mobile users, it would cost, at a minimum:
    compatibility, security, and
                                           ToTAL CoST oF ownerShIp
•   Training or hiring iT people to
    support new add-on applications
                                            One-time cost per user with                annual cost per user with
                                            Google apps                                Google apps
    Country: denmark                        Exchange to Google Apps
                                                                            $20        Google Apps                            $50
    Size: 25 employees
                                            GeeRenamer                      $19        MyOneLogin                             $36
    Industry: iT services
                                            Google Apps Help Desk
    Read the case study:                                                    $30        Promevo gPanel                         $8
                                            Support Services
    casestudies/Case_Study_Detail.          End-user training               Varies     Power Panel for Google Apps            $8
                                                                                       Google Apps Help Desk
                                            IT staff training               Varies                                            $599
                                                                                       Support Services

                                            Lost user productivity          Varies     Postini                                $30
    “Yes, we might have
    saved one or two                                                 Total: $69                                      Total: $731

    dollars per month                      microsoft provides customers like you with enterprise-class solutions that work with each
    going with Google                      other based on the requirements of your organization . microsoft understands the needs
                                           of the enterprise-class user with stringent compliance requirements as well as the needs
    Apps, but it wasn’t                    of the small business that needs an easier way for employees to communicate . microsoft
    worth it. Selecting                    developed and supports one of the world’s most familiar software products—Microsoft
                                           Office—to help employees everywhere work productively. In a ComputerWorld blog
    software that makes it                 article, dave Giroud, the head of the Google division that develops Google Apps said,
    more difficult to work                 “We wouldn’t ask people to get rid of Microsoft Office and use Google Docs because it
                                           is not mature yet.” If one of Google’s top executives admits that, why would you want to
    is the wrong way to                    use Google Apps?
    save money.”
     - Anders Trolle-schultz, Principal,
                       SaaS-it Consult         Did you know?
                                               Microsoft Office 365 has offerings that are available for as little as
                                               $2/user per month? To find out more, visit:

                                                                                          look before You leap into Google Apps | 15
Google Apps migration Checklist

As you evaluate Google Apps, determine if you have any of the requirements listed below. If you answer ‘Yes’ to any of
these, the annual cost for GAPE will likely be more than Google’s claimed $50 per user annually.

 requirement                     need?        Possible Costs
 Migrating data such as                       •   iT time spent migrating data and resolving discrepancies
 email messages, contacts,                    •   Third-party tools like Exchange to Google Apps Migrator
 calendar, and documents                      See Migrating Email Data

                                              •   iT time spent synchronizing directories and other servers
 Directory integration and
                                              •   Third-party tools MyOneLogin that provides single sign On
 password synchronization
                                              See Directory and Address Book Integration and Synchronization

                                              •    Not available as it is with microsoft Outlook
 Offline access                               See Integrating Microsoft Outlook with Gmail, Google Talk, and Google video-

                                              •    iT time to install and support add-in Google Apps sync for Outlook
                                              •    since it only provides partial synchronization, employees may have to
 Outlook client                                    spend time managing two different inboxes .
                                              See Integrating Microsoft Outlook with Gmail, Google Talk, and Google video-

                                              •   iT time supporting mobile synchronization
 Mobile users                                 •   Third-party tools such as CompanionLink which helps integrate calendars
                                              See Supporting mobile users

                                              •    iT time maintaining Google Apps
 24/7 Phone Support                           •    Third-party help desk support to help resolve typical user issues
                                              See IT Administration

                                              •    Third-party tool such as Power Panel for Google Apps for role-based
                                                   delegation of administrator privileges
                                              •    downtime caused by administrator error
                                              See IT Administration

 Document compliance                          •   Third-party tools like Postini for hosted security and archiving services
 and Archiving                                See Security and Archiving

                                              •   Third-party tools like SendMail or EchoSign Electronic Signature
 Enhanced Security                                for Google Apps that can provide added level of security for Gmail
                                              See Security and Archiving

 Exchanging documents with                    •   Employees will likely lose time resolving document fidelity issues, leading
 customers, partners, and                         to costly delays and unprofessional documents
 internally                                   See File Fidelity

                                              •   employee time spent in training
 Training users when switching
                                              •   iT time developing and delivering training
 email and office productivity
                                              •   Third-party costs for training delivery such as Suite-Apps or Dito
                                              see Training Costs and IT Administration

                                                                                           look before You leap into Google Apps | 16

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