No one wants to manage all of their IT services themselves, and lots of companies have would be well served by not handling that themselves. However, this Google service story explains the need for a solid terms of service contract:

Nick Saber isn't happy now. Monday afternoon, after lunch, Nick came back from lunch to find out that he couldn'€™t get into his Gmail account. Further, he couldn'€™t get into anything that Google made (beside search) where his account credentials once worked. When attempting to log in, Nick got a single line message:

Sorry, your account has been disabled.

The vast well of non-information sounds pretty disturbing. Google is a classic engineering led company, and this non-customer responsive thing accentuates that.

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