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




Published: January 2011

For the latest information, visit www.whymicrosoft.com
Table of Contents
Summary........................................................................................................................................................................................6

                                                Deployment Costs....................................................................................................................6

                                                IT Support Costs........................................................................................................................6

                                                User Training & File Fidelity Costs ...........................................................................................6

Deployment Costs.........................................................................................................................................................................7

   Migrating Email Data.................................................................................................................................................................7

                                                Contacts....................................................................................................................................7

                                                Tasks.........................................................................................................................................7

                                                Distribution Lists.......................................................................................................................7

                                                Public folders............................................................................................................................7

                                                Folders with unusual names.....................................................................................................7

                                                Read the case study:.................................................................................................................7

   Directory and Address Book Integration and Synchronization.................................................................................................8

                                                Active Directory Integration.....................................................................................................8

                                                One-Way Directory Synchronization........................................................................................8

                                                Global Address Book Synchronization......................................................................................8

                                                Permanent Password Synchronization....................................................................................8

                                                Outlook Free/Busy Synchronization.........................................................................................8

                                                Read the case study:.................................................................................................................8

   Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing........................................................8

                                                Google Apps Sync for Outlook*................................................................................................9

                                                Google Talk...............................................................................................................................9

                                                Google Gears............................................................................................................................9

                                                Google Talk Video-Conferencing Add-In..................................................................................9

                                                Read the case study:.................................................................................................................9

   Supporting mobile users............................................................................................................................................................9

                                                BlackBerry Synchronization......................................................................................................9


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iPhone and Other Smartphone Synchronization...................................................................10

                                               Read the case study:..............................................................................................................10

IT Support Costs...........................................................................................................................................................................10

   Gaps in the Google Apps for Business Service Level Agreement............................................................................................10

                                               Not financially backed............................................................................................................10

                                               5% downtime rule..................................................................................................................10

                                               Limited remedies....................................................................................................................10

                                               Limited features.....................................................................................................................10

                                               Limited applications...............................................................................................................10

                                               Limited support......................................................................................................................11

                                               Read the case study:..............................................................................................................11

   IT Administration.....................................................................................................................................................................11

                                               Unannounced Feature Rollout/Pullback................................................................................11

                                               Fragmented Administration...................................................................................................12

                                               No Delegating Administrator Privileges.................................................................................12

                                               Faulty Reporting and Logging.................................................................................................12

                                               Lack of Universal Management..............................................................................................12

                                               Inefficient Issue Resolution....................................................................................................12

                                               Read the case study:..............................................................................................................12

   Help Desk Support...................................................................................................................................................................12

                                               Missing features: Google Apps features often do not work like the familiar features in the
                                               Microsoft Office suite, so Help Desk personnel have to support users as they relearn how to
                                               do simple tasks. For example:................................................................................................13

                                               Using Cut, Copy, and Paste commands across applications..................................................13

                                               Working offline.......................................................................................................................13

                                               Receiving attachments...........................................................................................................13

                                               Uploading password-protected documents..........................................................................13

                                               Ad hoc and disappearing features: Google adds features to Google Apps haphazardly and
                                               without warning, so Help Desk personnel are often unprepared to support those features.
                                               And Google sometimes abandons features after introducing them. For example:..............13



Make an informed decision! Visit www.whymicrosoft.com                                                                                                                                     3
Google Gears..........................................................................................................................13

                                                Read the case study:..............................................................................................................13

   Security and Archiving.............................................................................................................................................................14

                                                Encryption..............................................................................................................................14

                                                Privacy....................................................................................................................................14

                                                Information Rights Management...........................................................................................14

                                                “Off the Record” Chat............................................................................................................14

                                                Data Retention Policies..........................................................................................................14

                                                Data Recovery........................................................................................................................14

                                                Read the case study:..............................................................................................................14

User Training and File Fidelity Costs............................................................................................................................................14

   User Training...........................................................................................................................................................................14

                                                Multiple open windows..........................................................................................................15

                                                Outlook/Gmail incompatibilities............................................................................................15

                                                Fidelity problems....................................................................................................................15

                                                Missing features.....................................................................................................................15

                                                Read the case study:..............................................................................................................15

   File Fidelity Problems..............................................................................................................................................................15

                                                Gmail......................................................................................................................................16

                                                Google Docs............................................................................................................................16

                                                Importing documents.............................................................................................................16

                                                Google Spreadsheets..............................................................................................................16

                                                Importing other spreadsheets................................................................................................16

                                                Google Presentations.............................................................................................................16

                                                Importing other presentations...............................................................................................16

                                                Read the case study:..............................................................................................................17

Conclusion...................................................................................................................................................................................17

   Total Cost of Ownership..........................................................................................................................................................18



Make an informed decision! Visit www.whymicrosoft.com                                                                                                                                           4
Read the case study:..............................................................................................................18

Google Apps Migration Checklist................................................................................................................................................19

                                            Migrating data such as email messages, contacts, calendar, and documents......................19

                                            See Migrating Email Data.......................................................................................................19

                                            Directory integration and password synchronization............................................................19

                                            See Directory and Address Book Integration and Synchronization.......................................19

                                            Offline access..........................................................................................................................19

                                            See Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing19

                                            Outlook client.........................................................................................................................19

                                            See Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing19

                                            Mobile users...........................................................................................................................19

                                            See Supporting mobile users..................................................................................................19

                                            24x7 Phone Support...............................................................................................................19

                                            See IT Administration.............................................................................................................19

                                            Delegating Administrator Privileges.......................................................................................19

                                            See IT Administration.............................................................................................................19

                                            Document compliance and Archiving....................................................................................19

                                            See Security and Archiving.....................................................................................................19

                                            Enhanced Security..................................................................................................................19

                                            See Security and Archiving.....................................................................................................19

                                            Exchanging documents with customers, partners, and internally.........................................20

                                            See File Fidelity.......................................................................................................................20

                                            Training users when switching email and office productivity suite.......................................20

                                            See Training Costs and IT Administration..............................................................................20




Make an informed decision! Visit www.whymicrosoft.com                                                                                                                                    5
Summary
As an IT professional these days, you probably have to do more with less than ever. 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 Apps to balance the requirements of your messaging and collaboration
infrastructure. On the surface, Google Apps may seem like acceptable replacements for enterprise-grade products
such as Microsoft Exchange Server or Microsoft Office. The $50 annual license fee for Google Apps for Business
(GAFB) may seem low enough to justify ripping out your current office-productivity, messaging, and collaboration
infrastructure and starting anew with solutions in the cloud.

But many IT organizations have found that Google Apps cause them extra, hidden costs. Organizations that have
evaluated Google Apps have found that the projected versus actual costs of switching to Google Apps greatly
increase their total cost of ownership (TCO). In particular, these IT organizations have found that:

Google Apps are not enterprise-ready and are inadequate without costly add-on applications, even for most
small- and medium-sized organizations.
Google Apps cost far more than their claimed $50/user annual fee because making them work acceptably for
most organizations requires paying for add-on applications, extra support measures, and more IT workers.

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

 Deployment Costs          • Migrating data such as e-mail messages, contacts, and documents
                           Supporting directory integration and password synchronization
                           Providing offline access
                           Supporting Microsoft Office Outlook as a client
                           Supporting mobile users
 IT Support Costs          • Understanding Google’s Service Level Agreement (SLA)
                           Providing 24x7 phone support
                           Delegating more than one level of administrator access
                           Supporting email-preservation compliance and archiving
                           Providing enhanced security
 User Training & File      •   Training and supporting users who switch email and office-productivity suites
 Fidelity Costs            •   Maintaining file fidelity when users convert and exchange documents


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 does. 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



Make an informed decision! Visit www.whymicrosoft.com                                                             6
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.


Deployment Costs
Migrating Email Data
Customers who deploy Google Apps burden their IT teams to migrate email messages, contacts, tasks, folders,
distribution lists, and other data from messaging solutions such as Microsoft Exchange Server to Google Apps.

                                    Data-migration problems with Google Apps:

 Contacts                You must install and run Google Apps Sync for Outlook to migrate contacts from
                         Microsoft Outlook. Also, there is no easy way to universally manage organization-wide
                         contacts without using a third-party product.

 Tasks                   You cannot migrate Tasks from Outlook to Google Apps, so you must recreate them.

 Distribution Lists      Google Apps Sync won’t migrate distribution lists and groups, so users have to
                         maintain them locally in Outlook. If you remove Outlook, lists and groups are gone
                         permanently.

 Public folders          If your organization used Exchange public folders to share documents, you must
                         manually upload all documents and mark them as shared in Google Apps, or purchase
                         a third-party application to allow access to these documents on the network.

 Folders with            Outlook folders with names that include unusual characters won’t migrate to Gmail.
 unusual names

                         The time that IT people and users spend to migrate data and the cost of third-party
                         applications to migrate data. For example, Google Marketplace lists an Exchange to
    Hidden Costs
                         Google Apps Migrator that costs $20 per user. The cost increases greatly if you want to
                         migrate data other than email.

 ”Migrating to Google Apps would have been extremely disruptive, with long outage periods and a significant risk
 of losing data during the transfer process…At first, Google Apps seemed cheaper than other solutions, but upon
 closer examination, these risks were simply too high” –Jeremy Burrows, IT head, New Zealand Rugby Union
 Country: New Zealand
 Size: 80 employees
 Industry: Sports
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000002644

 Did you know? In a cloud-based email infrastructure with Microsoft Exchange Online and Microsoft Outlook,
 you don’t have to worry about data migration problems. Microsoft Exchange Online was architected to work
 flawlessly with Microsoft Outlook as an email client. And if you’re on the go, Microsoft offers Outlook Web App,
 which allows you to access your Outlook information from any browser.




Make an informed decision! Visit www.whymicrosoft.com                                                               7
Directory and Address Book Integration and Synchronization
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 single-sign-on service, so employees have to remember extra user IDs and passwords.

               Directory, address-book integration, and synchronization problems with Google Apps:

 Active Directory         You must download a separate utility in Google Apps to integrate Active Directory.
 Integration

 One-Way Directory        You can only sync Google Apps down to your on-premises LDAP directory. You must
 Synchronization          also download an open-source tool to complete the synchronization.

 Global Address Book      You must set up a server to synchronize your LDAP server with Google Apps. Once
 Synchronization          more, once you’ve synchronized the directory, you still have no way to view that
                          complete directory in Google Apps. It simply allows you to discover someone (search).

 Permanent Password       Employees have a separate user name and password for network access and Google
 Synchronization          Apps. To enable single sign-on, you must use a third-party application or enlist a
                          developer to customize.

 Outlook Free/Busy        If employees use Outlook to interface with Gmail, the calendar is not instantaneously
 Synchronization          synchronized to show employees’ free/busy time.

                          The time IT or employees spend to synchronize directories and other information, and
                          the cost to buy extra applications to synchronize directories and manage users. For
    Hidden Costs          example, MyOneLogin provides single sign-on service for Google Apps, and costs up
                          to $36 per user per year. Promevo gPanel provides shared contacts management and
                          costs $8 per domain account per year.

 “Google Apps didn’t allow for single-sign-on service or user migration and couldn’t help us centrally manage our
 multiple domains. In addition, downloading via IMAP or POP was proving to be too slow and unreliable for our
 large amounts of email.” –Jonathan Pisarczyk, Information Systems Group Manager, Phaeton Automotive Group
 Country: Canada
 Size: 500 employees
 Industry: Automotive, Farm, and Recreational Vehicles
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006831

 Did you know? Office 365 supports single sign-on, so no separate passwords are required when you log onto
 your on-premises systems or Office 365.


Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing
Customers who integrate Google Apps with Microsoft Outlook have to manage several add-ins. Even with those
add-ons, employees who want to continue to use Outlook’s rich, familiar features typically find themselves
struggling to get their calendars and email folders to work properly, leading to lost productivity.




Make an informed decision! Visit www.whymicrosoft.com                                                               8
Problems caused by integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing:

 Google Apps Sync         This add-in allows Outlook to work with Google Apps, but it only provides partial
 for Outlook*             synchronization and may require employees to manage two different inboxes. The
                          Google Apps SLA does not support this add-in.

 Google Talk              Google IM/Chat is not integrated with Outlook and requires employees to install and
                          deploy the Google Talk rich client to receive email notifications locally.

 Google Gears             This application supported offline synchronization of Gmail and Google Docs. However,
                          Google has suspended Google Gears offline support for Google Docs as of May 3,
                          2010. (For more information, see this link.)

 Google Talk Video-       This client-side connector provides video conferencing with special add-in software for
 Conferencing Add-        Google Talk. Employees must manually install the add-in to achieve functional parity
 In                       with some other video conferencing experiences.

                          Additional management costs and business disruption. IT teams must install, test,
                          deploy, manage, and support these Google Apps client-side add-ins, or employees
                          must install them themselves. These add-ins don’t always work as well as Google
                          claims. According to PCWorld, in an article titled Google Apps Sync for Outlook Gets
    Hidden Costs
                          Mixed Reviews, “IDG News Service, over the course of several weeks and even after
                          enlisting the help of Google's public relations department, couldn't find one Apps
                          administrator whose employer isn't a Google Apps reseller or integrator [who was]
                          willing to speak favorably about the Outlook sync tool.”

 “The Outlook Connector for Google Apps was dreadfully broken. As an IT Director, it was a nightmare for me.
 There were periods when not a day went by when somebody wasn’t reporting an issue with it. When we switched
 to Microsoft, my phone stopped ringing. Now I can focus on other things.” –Jake Harris, Director of IT, Aisle7
 Country: United States
 Size: 30 employees
 Industry: Media and Entertainment—Advertising
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000008299

 Did you know? Users can synchronize files with Microsoft SharePoint® Online in Office 365, to work offline.
 When reconnected, SharePoint transmits only 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.


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.

                                   Mobile-support problems with Google Apps:

 BlackBerry           Google Apps has a synchronization problem with recurring meetings. Also, if your
 Synchronization      organization is using a Blackberry Enterprise Server (BES), you must still maintain this
                      server if you deploy Google Apps. A BES cloud solution can reduce the complexity of


Make an informed decision! Visit www.whymicrosoft.com                                                               9
having to maintain this server on premises, but costs extra.

 iPhone and Other        Google has developed Google Sync software that you can install on some mobile devices.
 Smartphone              As of October 2010, this application was still in beta and had many limitations such as lack
 Synchronization         of full-search capability of Gmail on iPhones. (For more information, see this link.)

                         Third-party products and additional servers to support mobile synchronization:

  Hidden Costs           CompanionLink for Google: Syncs Outlook contacts, calendars, and tasks with a Google
                         account., but doesn’t work with BlackBerry phones: $39.95/user
                         ExchangeMyMail: To host more than 500 BlackBerry phones: $120/user annually
 “Microsoft Exchange Online is a much cleaner solution than Google Apps because everything is from one provider
 —Microsoft—so I don’t need a lot of third-party applications to link computers, cell phones, and laptops.” –JW
 Keller, President, Datatune
 Country: United States
 Size: 10 employees
 Industry: IT Services
 Read the case study:
 www.microsoft.com/casestudies/CaseStudyDetail.aspx?casestudyid=4000003809

 Did you know? Microsoft Office 365 works natively with Microsoft Outlook, so no connector is needed. In
 addition, Microsoft provides full BES hosting and will maintain service and support with RIM on your behalf.



IT Support Costs
Gaps in the Google Apps for Business Service Level Agreement
Understanding what is covered by Google‘s SLA is sometimes difficult, but vitally important in light of Google‘s
high-profile service outages and security breaches. Many Google customers and industry experts have complained
about Google’s downtime problems. (See online examples such as “Google Outage! Users Report Widespread
Problems Using Google Apps” and “Extended Gmail Outage Hits Apps Admins.”)

                                                 Gaps in the GAFB SLA:

 Not financially      Google’s remedies for service downtime consist of service credits that extend the service
 backed               period rather than refunds during the service period.

 5% downtime          For downtime to count in GAFB, it must impact more than 5% of your users. For example, if
 rule                 you have 2000 users and 99 of them are down for many hours, you have no remedy.

 Limited              Google strictly limits its liabilities. You receive a maximum remedy up to 15 days of credit
 remedies             even if your services are down for up to 36 hours in a month. (See the table below.)

 Limited features     The GAFB SLA does not cover features released through Google Labs or those released as
                      experimental features.

 Limited              Not all applications are included in the GAFB SLA.
 applications         Included: Gmail, Google Calendar, Google Talk, Google Docs, Google Groups, Google Sites
                      Excluded: Google Voice, Video chat, Gears (offline email), Contacts, Google App Engine,


Make an informed decision! Visit www.whymicrosoft.com                                                                10
marketplace applications, all “new” applications including Picasa and others

 Limited support     Google does not offer 24x7x365 support. For instance, on weekends and holidays, you only
                     get phone support for “P1” (Critical Impact – Service Unusable in Production) requests, and
                     only if more than half of your users are affected. Google does not respond on weekends or
                     holidays for “P2” (High Impact – Service Use Severely Impaired) and lower-priority requests.

                                           How Downtime is Calculated

                  Microsoft Office 365                                   Google Apps for Business

          Any non-scheduled downtime counts                     Only downtime for more than 5% of users counts

 Monthly Uptime Percentage             Service Credit         Monthly Uptime Percentage          Service Credit
                                     (dollars refunded)                                     (days added to contract)
           <99.9%                          25%                     <99.9% to 99.0%                     3
            <99%                           50%                     <99.0% to 95.0%                     7
           <95%                            100%                        <95.0%                         15

                     The cost of having all your employees idle for hours at a time, which has happened
  Hidden Costs       repeatedly with the Google Apps service. The GAFB SLA puts the burden on you and your
                     organization when its service is disrupted.

 “Service with Google was just poor. I spent countless hours on the phone with them, issues went unresolved, and I
 had to spend too much time manually creating blacklists of domains that their service was clearly missing.”
 –Dave Booher, lead Windows administrator, Sunbelt Rentals
 Country: United States
 Size: 5,000 employees
 Industry: Industrial Equipment and Machinery
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000007851

 Did you know? Microsoft Office 365 provides 24x7x365 multi-lingual phone support and provides a 99.9%
 availability SLA that is financially backed. The Microsoft SLA does not restrict downtime. Microsoft Office 365
 does not release experimental features into mission-critical environments.




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 has
to spend more time supporting third-party products and client-side connectors for new and existing users.

                                     IT administration problems with Google Apps:

 Unannounced                 Google often releases new features that require additional support, and often ends
 Feature                     support for features such as Google Gears with little or no warning.
 Rollout/Pullback



Make an informed decision! Visit www.whymicrosoft.com                                                                  11
Fragmented                 You can control some features and functions through Google Apps, but others require
 Administration             Postini or another third-party application for you to manage them. What’s more,
                            Google lacks macros and scripts for common administrative tasks such as forcing a
                            password reset or updating IMAP and POP settings for all users.

 No Delegating              Administrators have full control or no control over accounts. You cannot delegate tasks
 Administrator              or provide detailed control for common tasks such as password resets. Anyone who
 Privileges                 has administrator access can decommission an entire email service.

 Faulty Reporting           Administrators and auditors have to depend on other products to see acceptable
 and Logging                reports. For example, Google does not provide logs that let you see who and when a
                            user was deleted. Google also provides API access for reporting and logging but no
                            reports out of the box.

 Lack of Universal          IT cannot manage enterprise-wide contacts such as customers, partners, and vendors.
 Management

 Inefficient Issue          When users experience a problem in GAFB, they usually have to visit a forum to resolve
 Resolution                 it. Because GAFB is new, support information is often incomplete on Google forums.

                            Extra time to maintain Google Apps and its third-party products beyond resolving
                            typical Help Desk issues. Other costs include lost productivity and the cost and support
                            for third-party products needed to fill gaps. For example, you can use Power Panel for
    Hidden Costs
                            Google Apps for advanced IT management to delegate administrative tasks, run
                            macros and scripts for common tasks, and import and manage shared contacts at a
                            cost of $8 per user per year.

 “We asked [Google] basic questions about things like network administration rights…and we found we were
 logging a lot of calls. The information just isn’t out there on the Internet yet.” –Tina Parfitt, head of IT, VINCI PLC
 Country: England
 Size: Nearly 4,000 employees
 Industry: Construction Supervision and Management Services
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006478

 Did you know? Microsoft Office 365 includes robust IT administration features such as PowerShell as well as a
 roadmap to notify you of upcoming product enhancements. Even better, Microsoft lets you defer or schedule
 feature upgrades so you can plan more effectively.


Help Desk Support
While a browser-based application should relieve burdens for IT teams, many customers who deploy Google Apps
find that Help Desk employees are overwhelmed with questions about how to complete even simple tasks with
Google Apps. Its menus are unfamiliar, and often the features that employees need most simply 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.”




Make an informed decision! Visit www.whymicrosoft.com                                                                      12
Help Desk support problems with Google Apps:

 Missing features: Google Apps features often do not work like the familiar features in the Microsoft
 Office suite, so Help Desk personnel have to support users as they relearn how to do simple tasks. For
 example:

 Using Cut, Copy, and     Though about 20% of user clicks in office productivity applications are Cut/Copy/Paste
 Paste commands           commands, you cannot easily Cut/Copy/Paste among Google Docs, Spreadsheets, and
 across applications      Presentations, even though Google added this feature recently.

 Working offline          Google Apps offers an offline experience for email, a view-only offline calendar, limited
                          access to contacts, and no offline experience for documents, spreadsheets, drawings,
                          and presentations. Using Google Apps offline requires software that Google no longer
                          supports: Google Gears.

 Receiving                Gmail users cannot receive attachments in calendar invitations created by Microsoft
 attachments              Outlook users.

 Uploading                Gmail does not allow users to upload documents with password protection.
 password-protected
 documents

 Ad hoc and disappearing features: Google adds features to Google Apps haphazardly and without
 warning, so Help Desk personnel are often unprepared to support those features. And Google sometimes
 abandons features after introducing them. For example:

 Google Gears             Google abandoned support for this browser add-in on May 4, 2010. IT teams must
                          deploy this unsupported add-in for every user who wants to work offline, and Help
                          Desk personnel must support it.

                          The time that Help Desk employees spend to answer employees’ questions about
                          Google Apps, or the cost of providing third-party support. For example, Google Apps
    Hidden Costs
                          Help Desk Support Services provide live help and remote desktop support for
                          $360/user annually, plus $30/user setup fee.

 “I wasn’t pleased that new [Google Apps] functionality could pop up tomorrow, and our Help Desk wouldn’t be
 prepared to help with problems.” –Alison Ross, Head of Service Support, Trader Media Group
 Country: England
 Size: 2000 employees
 Industry: Publishing
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000007764

 Did you know? Microsoft Office 365 is familiar and easy to use, which translates into fewer Help Desk calls. In
 addition, Microsoft support is available 24x7 to handle your needs, and it gives you your own service-ticket
 dashboard on which you can open, track and close any support items.




Make an informed decision! Visit www.whymicrosoft.com                                                              13
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.

                                 Security and archiving problems with Google Apps:

 Encryption               Employees cannot encrypt messages containing sensitive information.

 Privacy                  Employees cannot mark messages as personal or confidential.

 Information Rights       Email message recipients can easily edit, forward, or print sensitive information.
 Management               Productivity documents cannot be secured with Information Rights Management

 “Off the Record”         Employees can conduct instant messaging sessions where portions of conversations
 Chat                     can be conducted without any IT record.

 Data Retention           Your organization’s data retention policies are trumped by Google’s terms of service.
 Policies                 For example, Google retains the rights to maintain all copies of information for as long
                          as they require.

 Data Recovery            Google does not guarantee backup of email for data recovery.

                          The cost of hosted email security and archiving services. Postini, which Google acquired
                          in 2007, and which provides some level of email security and 10 years of email
    Hidden Costs          retention for Gmail, costs $33/user annually. Sendmail Sentrion Email Security
                          Appliance for Google Apps, priced from $22,500, can add a higher level of security for
                          Gmail. EchoSign Electronic Signature for Google Apps begins at $359/user annually.

 “The security of our communications is paramount. Google couldn’t guarantee that security…[They] weren’t ready
 to handle the state’s business.”–Mike Binkley, Director of Office Automation Services, Michigan Department of IT
 Country: United States
 Size: 56,000 employees
 Industry: Government
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000004879

 Did you know? Microsoft Exchange with Outlook lets users mark e-mails 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. Microsoft Office and SharePoint support Information Rights Management that allows IT and users to
 lock down documents with specific permissions, from stopping Copy/Paste to preventing printing.



User Training and File Fidelity Costs
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 are entirely



Make an informed decision! Visit www.whymicrosoft.com                                                               14
HTML-based, 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.

                              Anomalies on which Google Apps users often need training:

 Multiple open            Whenever users switch between Mail, Calendar, Documents, and other applications in
 windows                  Google Apps, they open a new Web browser window. This quickly becomes confusing
                          for users who accidentally open multiple Mail and Calendar windows at the same time.

 Outlook/Gmail            Because Gmail does not fully support Microsoft Outlook, users experience unusual
 incompatibilities        problems when using Outlook as a Gmail client. For example:
                          •   Because email messages are automatically combined into threads based on their
                              subject line, users see a new folder for every email thread and have to scroll
                              through dozens or scores of folders to return to that thread.
                          Executable attachments (including self-extracting .zip files) are not copied to Gmail.
                          Rules and Signatures do not migrate to Gmail.
                          Gmail does not support Outlook categories.
                          Gmail does not support “Out of Office” status in Outlook.
                          Outlook flags become stars in Gmail, and follow-up reminders are lost.
 Fidelity problems        Unlike Microsoft Office applications, Google Apps provide no support or warnings
                          when a user’s actions impact content and file fidelity.

 Missing features         Missing features

                          Training fees for both users and IT staff. Third-party companies offer training solutions
                          that range in price from $125/hour per user (Suite-Apps) to packaged solutions starting
                          at $2,499 (Dito). In addition, you need to train your IT staff, which given Google’s lack of
                          flexibility may require training on how not to disable services or functionality in Google
    Hidden Costs
                          Apps. Google only allows two security groups (Administrators and Users) and your Help
                          Desk most likely needs more rights and more detailed control than users. What
                          happens when a user with too many rights takes down your entire implementation with
                          an accidental click?

 “In my judgment, Google Apps is not an enterprise-class solution. It’s a consumer solution, and we did not want to
 risk our business on it.” –Laurent Debes, Director of IT Production & Integration, Credit Immobilier de France
 Country: France
 Size: 3,500 employees
 Industry: Financial Services
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005041

 Did you know? Microsoft Office 365 applications have the familiar, intuitive look and feel of the Microsoft
 Office Fluent User interface, and they offer essential editing capabilities with no loss of formatting or data.


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


Make an informed decision! Visit www.whymicrosoft.com                                                               15
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.

                                    File fidelity problems with Google Apps:

 Gmail                  • Users can’t see a presence icon to respond quickly with an IM instead of an email.
                        Users can’t use “Out of Office” status label in Gmail, and can’t share folders.
                        Users must forward separate message threads to send or forward Gmail messages.
 Google Docs            • No automated spell checking, grammar checking, or thesaurus exists.
                        No document version control exists.
                        You can only open in four formats and save in six formats.
                        You cannot insert charts, columns, or page breaks.
                        You cannot compare documents.
 Importing              • Tab stops, paragraph spacing, page margins, and images move unexpectedly.
 documents              Google Apps can’t import documents larger than 500KB
                        Revisions made by using the Track Changes and Comments features are jumbled
                        together as plain text.
                        Page headers and footers are converted to inline text at the top of the document
                        Watermarks such as such as CONFIDENTIAL, DO NOT COPY, DRAFT, PERSONAL,
                        TOP SECRET, and URGENT disappear.
 Google                 You cannot copy charts and paste them into Google docs.
 Spreadsheets           No spell checking, conditional formatting, page layout and print area tools, page break
                        preview exist.
                        You can only open in three formats and save in six formats.
                        No support exists for features like trend lines.
                        Formatting options are rudimentary.
                        You cannot create and run macros without adding a third-party application.
                        You can only protect worksheets, not cells or workbooks.
 Importing other        • Images and formatting beyond simple cell sizing and shading are discarded.
 spreadsheets           Google Apps can’t import spreadsheets larger than 1MB
                        Charts disappear, or appear only as white boxes.
 Google                 •  You cannot copy and paste images, charts, and tables from Google Docs and
 Presentations             Google Spreadsheets.
                        No spell checking, rehearsal timing, and slide numbering exist.
                        No sound, picture editing, and variable text-direction tools exist.
                        You can only open in four formats and save in six formats.
 Importing other        • Graphics look blurry and re-sampled.
 presentations          Google Apps can’t import presentations larger than 10MB
                        Text moves without warning.
                        Animations and transitions are eliminated.




Make an informed decision! Visit www.whymicrosoft.com                                                          16
Many hours or days of lost productivity per user, and potentially lost business.
                         Employees who use Gmail spend extra time tracking down email messages that have
                         not synchronized correctly. If they use Outlook as a front-end to Gmail, they have to
    Hidden costs         scroll through seemingly endless duplicated folders to find messages. Employees can
                         lose time resolving document fidelity issues—a significant cost even when only minor
                         corrections are needed. Organizations can lose business when it takes longer to
                         complete documents that don’t look professional.

 “You want the interaction with the tools you need to do your work to feel frictionless—and when we had a dozen
 tools and passwords and user interfaces it was not frictionless at all.” – Emiliano Duch, CEO, Competitiveness
 Country: Spain
 Size: 25 employees
 Industry: Consulting
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000003809

 Did you know? Microsoft Office, whether through the rich client or the Office Web Apps in the browser in
 Office 365, can preserve a document’s layout, graphics, and complex watermark so user content remains intact.

               Document compatibility problem after uploading a Microsoft Word file in Google Docs




                  Word document                                       Uploaded into Google Docs



Conclusion
What might the following cost your organization?

Retraining users to complete simple, common computing tasks
Losing employee productivity until they’re fully retrained
Buying new add-ons for compatibility, security, and compliance


Make an informed decision! Visit www.whymicrosoft.com                                                             17
Training or hiring IT people to support new add-on applications

If the total cost of those items is more than $50/user per year, then Google Apps might not be the best choice for
your organization. For example, based just on the necessary add-ins and connectors that we mentioned in this
paper, in a scenario where you need to migrate a mobile user from Microsoft Exchange to Google Apps in an
organization that has more than 500 mobile users, it would cost, at a minimum:

Total Cost of Ownership

    One-time cost per user with Google Apps                     Annual cost per user with Google Apps

    Exchange to Google Apps Migrator              $20                      Google Apps                          $50

 Google Apps Help Desk Support Services           $30                      MyOneLogin                           $36

             End-user training                  Varies                   Promevo gPanel                         $8
               IT staff training                Varies            Power Panel for Google Apps                   $8
           Lost user productivity               Varies      Google Apps Help Desk Support Services           $360
                                                                              Postini                           $33
                                      Total:    $50.00                                            Total:   $495.00


Microsoft provides customers like you with enterprise-class solutions that integrate with each 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 of the small business that needs an easier way for employees to
communicate. Microsoft developed and supports one of the world’s most familiar software products—Microsoft
Office—to help employees everywhere work productively. In a ComputerWorld blog article, Dave Giroud, the head
of the Google division that develops Google Apps said, “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 use Google Apps?

 “Yes, we might have saved one or two dollars per month going with Google Apps, but it wasn’t worth it. Selecting
 software that makes it more difficult to work is the wrong way to save money.” –Anders Trolle-Schultz, Principal,
 SaaS-it Consult
 Country: Denmark
 Size: 25 employees
 Industry: IT Services
 Read the case study:
 www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000004063

 Did you know? Microsoft Office 365 is available for as little as $2/user per month? To find out more, visit:
 http://office365.microsoft.com




Make an informed decision! Visit www.whymicrosoft.com                                                                 18
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 GAFB will 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,                           Third-party tools like Exchange to Google Apps Migrator
contacts, calendar, and                   See Migrating Email Data
documents

Directory integration                     IT time spent synchronizing directories and other servers
and password                              Third-party tools MyOneLogin that provides Single Sign On
synchronization                           See Directory and Address Book Integration and Synchronization

Offline access                            Not available as it is with Microsoft Outlook.
                                          See Integrating Microsoft Outlook with Gmail, Google Talk, and
                                          Google videoconferencing

Outlook client                            IT time to install and support add-in Google Apps Sync for Outlook
                                          Since it only provides partial synchronization, employees may have to
                                          spend time managing two different inboxes.
                                          See Integrating Microsoft Outlook with Gmail, Google Talk, and
                                          Google videoconferencing

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

24x7 Phone Support                        IT time maintaining Google Apps
                                          Third-party Help Desk support to help resolve typical user issues
                                          See IT Administration

Delegating                                Third-party tool such as Power Panel for Google Apps for role-based
Administrator Privileges                  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

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




Make an informed decision! Visit www.whymicrosoft.com                                                            19
Exchanging documents                                   Employees will likely lose time resolving document fidelity issues,
 with customers,                                        leading to costly delays and unprofessional documents
 partners, and internally                               See File Fidelity

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




©2011 Microsoft Corporation. All rights reserved. This document is provided "as-is." Information and views expressed in this document, including URL
and other Internet Web site references, may change without notice. You bear the risk of using it. This document does not provide you with any legal
rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal reference purposes.




 Make an informed decision! Visit www.whymicrosoft.com                                                                                     20

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White Paper: Look Before You Leap Into Google Apps

  • 1. Look Before You Leap Into Google Apps Before you bet your business on Google Apps, make sure you understand what they really cost. Published: January 2011 For the latest information, visit www.whymicrosoft.com
  • 2. Table of Contents Summary........................................................................................................................................................................................6 Deployment Costs....................................................................................................................6 IT Support Costs........................................................................................................................6 User Training & File Fidelity Costs ...........................................................................................6 Deployment Costs.........................................................................................................................................................................7 Migrating Email Data.................................................................................................................................................................7 Contacts....................................................................................................................................7 Tasks.........................................................................................................................................7 Distribution Lists.......................................................................................................................7 Public folders............................................................................................................................7 Folders with unusual names.....................................................................................................7 Read the case study:.................................................................................................................7 Directory and Address Book Integration and Synchronization.................................................................................................8 Active Directory Integration.....................................................................................................8 One-Way Directory Synchronization........................................................................................8 Global Address Book Synchronization......................................................................................8 Permanent Password Synchronization....................................................................................8 Outlook Free/Busy Synchronization.........................................................................................8 Read the case study:.................................................................................................................8 Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing........................................................8 Google Apps Sync for Outlook*................................................................................................9 Google Talk...............................................................................................................................9 Google Gears............................................................................................................................9 Google Talk Video-Conferencing Add-In..................................................................................9 Read the case study:.................................................................................................................9 Supporting mobile users............................................................................................................................................................9 BlackBerry Synchronization......................................................................................................9 Make an informed decision! Visit www.whymicrosoft.com 2
  • 3. iPhone and Other Smartphone Synchronization...................................................................10 Read the case study:..............................................................................................................10 IT Support Costs...........................................................................................................................................................................10 Gaps in the Google Apps for Business Service Level Agreement............................................................................................10 Not financially backed............................................................................................................10 5% downtime rule..................................................................................................................10 Limited remedies....................................................................................................................10 Limited features.....................................................................................................................10 Limited applications...............................................................................................................10 Limited support......................................................................................................................11 Read the case study:..............................................................................................................11 IT Administration.....................................................................................................................................................................11 Unannounced Feature Rollout/Pullback................................................................................11 Fragmented Administration...................................................................................................12 No Delegating Administrator Privileges.................................................................................12 Faulty Reporting and Logging.................................................................................................12 Lack of Universal Management..............................................................................................12 Inefficient Issue Resolution....................................................................................................12 Read the case study:..............................................................................................................12 Help Desk Support...................................................................................................................................................................12 Missing features: Google Apps features often do not work like the familiar features in the Microsoft Office suite, so Help Desk personnel have to support users as they relearn how to do simple tasks. For example:................................................................................................13 Using Cut, Copy, and Paste commands across applications..................................................13 Working offline.......................................................................................................................13 Receiving attachments...........................................................................................................13 Uploading password-protected documents..........................................................................13 Ad hoc and disappearing features: Google adds features to Google Apps haphazardly and without warning, so Help Desk personnel are often unprepared to support those features. And Google sometimes abandons features after introducing them. For example:..............13 Make an informed decision! Visit www.whymicrosoft.com 3
  • 4. Google Gears..........................................................................................................................13 Read the case study:..............................................................................................................13 Security and Archiving.............................................................................................................................................................14 Encryption..............................................................................................................................14 Privacy....................................................................................................................................14 Information Rights Management...........................................................................................14 “Off the Record” Chat............................................................................................................14 Data Retention Policies..........................................................................................................14 Data Recovery........................................................................................................................14 Read the case study:..............................................................................................................14 User Training and File Fidelity Costs............................................................................................................................................14 User Training...........................................................................................................................................................................14 Multiple open windows..........................................................................................................15 Outlook/Gmail incompatibilities............................................................................................15 Fidelity problems....................................................................................................................15 Missing features.....................................................................................................................15 Read the case study:..............................................................................................................15 File Fidelity Problems..............................................................................................................................................................15 Gmail......................................................................................................................................16 Google Docs............................................................................................................................16 Importing documents.............................................................................................................16 Google Spreadsheets..............................................................................................................16 Importing other spreadsheets................................................................................................16 Google Presentations.............................................................................................................16 Importing other presentations...............................................................................................16 Read the case study:..............................................................................................................17 Conclusion...................................................................................................................................................................................17 Total Cost of Ownership..........................................................................................................................................................18 Make an informed decision! Visit www.whymicrosoft.com 4
  • 5. Read the case study:..............................................................................................................18 Google Apps Migration Checklist................................................................................................................................................19 Migrating data such as email messages, contacts, calendar, and documents......................19 See Migrating Email Data.......................................................................................................19 Directory integration and password synchronization............................................................19 See Directory and Address Book Integration and Synchronization.......................................19 Offline access..........................................................................................................................19 See Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing19 Outlook client.........................................................................................................................19 See Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing19 Mobile users...........................................................................................................................19 See Supporting mobile users..................................................................................................19 24x7 Phone Support...............................................................................................................19 See IT Administration.............................................................................................................19 Delegating Administrator Privileges.......................................................................................19 See IT Administration.............................................................................................................19 Document compliance and Archiving....................................................................................19 See Security and Archiving.....................................................................................................19 Enhanced Security..................................................................................................................19 See Security and Archiving.....................................................................................................19 Exchanging documents with customers, partners, and internally.........................................20 See File Fidelity.......................................................................................................................20 Training users when switching email and office productivity suite.......................................20 See Training Costs and IT Administration..............................................................................20 Make an informed decision! Visit www.whymicrosoft.com 5
  • 6. Summary As an IT professional these days, you probably have to do more with less than ever. 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 Apps to balance the requirements of your messaging and collaboration infrastructure. On the surface, Google Apps may seem like acceptable replacements for enterprise-grade products such as Microsoft Exchange Server or Microsoft Office. The $50 annual license fee for Google Apps for Business (GAFB) may seem low enough to justify ripping out your current office-productivity, messaging, and collaboration infrastructure and starting anew with solutions in the cloud. But many IT organizations have found that Google Apps cause them extra, hidden costs. Organizations that have evaluated Google Apps have found that the projected versus actual costs of switching to Google Apps greatly increase their total cost of ownership (TCO). In particular, these IT organizations have found that: Google Apps are not enterprise-ready and are inadequate without costly add-on applications, even for most small- and medium-sized organizations. Google Apps cost far more than their claimed $50/user annual fee because making them work acceptably for most organizations requires paying for add-on applications, extra support measures, and more IT workers. In this paper, we discuss three major hidden-cost areas associated with Google Apps: Deployment Costs • Migrating data such as e-mail messages, contacts, and documents Supporting directory integration and password synchronization Providing offline access Supporting Microsoft Office Outlook as a client Supporting mobile users IT Support Costs • Understanding Google’s Service Level Agreement (SLA) Providing 24x7 phone support Delegating more than one level of administrator access Supporting email-preservation compliance and archiving Providing enhanced security User Training & File • Training and supporting users who switch email and office-productivity suites Fidelity Costs • Maintaining file fidelity when users convert and exchange documents 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 does. 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 Make an informed decision! Visit www.whymicrosoft.com 6
  • 7. 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. Deployment Costs Migrating Email Data Customers who deploy Google Apps burden their IT teams to migrate email messages, contacts, tasks, folders, distribution lists, and other data from messaging solutions such as Microsoft Exchange Server to Google Apps. Data-migration problems with Google Apps: Contacts You must install and run Google Apps Sync for Outlook to migrate contacts from Microsoft Outlook. Also, there is no easy way to universally manage organization-wide contacts without using a third-party product. Tasks You cannot migrate Tasks from Outlook to Google Apps, so you must recreate them. Distribution Lists Google Apps Sync won’t migrate distribution lists and groups, so users have to maintain them locally in Outlook. If you remove Outlook, lists and groups are gone permanently. Public folders If your organization used Exchange public folders to share documents, you must manually upload all documents and mark them as shared in Google Apps, or purchase a third-party application to allow access to these documents on the network. Folders with Outlook folders with names that include unusual characters won’t migrate to Gmail. unusual names The time that IT people and users spend to migrate data and the cost of third-party applications to migrate data. For example, Google Marketplace lists an Exchange to Hidden Costs Google Apps Migrator that costs $20 per user. The cost increases greatly if you want to migrate data other than email. ”Migrating to Google Apps would have been extremely disruptive, with long outage periods and a significant risk of losing data during the transfer process…At first, Google Apps seemed cheaper than other solutions, but upon closer examination, these risks were simply too high” –Jeremy Burrows, IT head, New Zealand Rugby Union Country: New Zealand Size: 80 employees Industry: Sports Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000002644 Did you know? In a cloud-based email infrastructure with Microsoft Exchange Online and Microsoft Outlook, you don’t have to worry about data migration problems. Microsoft Exchange Online was architected to work flawlessly with Microsoft Outlook as an email client. And if you’re on the go, Microsoft offers Outlook Web App, which allows you to access your Outlook information from any browser. Make an informed decision! Visit www.whymicrosoft.com 7
  • 8. Directory and Address Book Integration and Synchronization 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 single-sign-on service, so employees have to remember extra user IDs and passwords. Directory, address-book integration, and synchronization problems with Google Apps: Active Directory You must download a separate utility in Google Apps to integrate Active Directory. Integration One-Way Directory You can only sync Google Apps down to your on-premises LDAP directory. You must Synchronization also download an open-source tool to complete the synchronization. Global Address Book You must set up a server to synchronize your LDAP server with Google Apps. Once Synchronization more, once you’ve synchronized the directory, you still have no way to view that complete directory in Google Apps. It simply allows you to discover someone (search). Permanent Password Employees have a separate user name and password for network access and Google Synchronization Apps. To enable single sign-on, you must use a third-party application or enlist a developer to customize. Outlook Free/Busy If employees use Outlook to interface with Gmail, the calendar is not instantaneously Synchronization synchronized to show employees’ free/busy time. The time IT or employees spend to synchronize directories and other information, and the cost to buy extra applications to synchronize directories and manage users. For Hidden Costs example, MyOneLogin provides single sign-on service for Google Apps, and costs up to $36 per user per year. Promevo gPanel provides shared contacts management and costs $8 per domain account per year. “Google Apps didn’t allow for single-sign-on service or user migration and couldn’t help us centrally manage our multiple domains. In addition, downloading via IMAP or POP was proving to be too slow and unreliable for our large amounts of email.” –Jonathan Pisarczyk, Information Systems Group Manager, Phaeton Automotive Group Country: Canada Size: 500 employees Industry: Automotive, Farm, and Recreational Vehicles Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006831 Did you know? Office 365 supports single sign-on, so no separate passwords are required when you log onto your on-premises systems or Office 365. Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing Customers who integrate Google Apps with Microsoft Outlook have to manage several add-ins. Even with those add-ons, employees who want to continue to use Outlook’s rich, familiar features typically find themselves struggling to get their calendars and email folders to work properly, leading to lost productivity. Make an informed decision! Visit www.whymicrosoft.com 8
  • 9. Problems caused by integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing: Google Apps Sync This add-in allows Outlook to work with Google Apps, but it only provides partial for Outlook* synchronization and may require employees to manage two different inboxes. The Google Apps SLA does not support this add-in. Google Talk Google IM/Chat is not integrated with Outlook and requires employees to install and deploy the Google Talk rich client to receive email notifications locally. Google Gears This application supported offline synchronization of Gmail and Google Docs. However, Google has suspended Google Gears offline support for Google Docs as of May 3, 2010. (For more information, see this link.) Google Talk Video- This client-side connector provides video conferencing with special add-in software for Conferencing Add- Google Talk. Employees must manually install the add-in to achieve functional parity In with some other video conferencing experiences. Additional management costs and business disruption. IT teams must install, test, deploy, manage, and support these Google Apps client-side add-ins, or employees must install them themselves. These add-ins don’t always work as well as Google claims. According to PCWorld, in an article titled Google Apps Sync for Outlook Gets Hidden Costs Mixed Reviews, “IDG News Service, over the course of several weeks and even after enlisting the help of Google's public relations department, couldn't find one Apps administrator whose employer isn't a Google Apps reseller or integrator [who was] willing to speak favorably about the Outlook sync tool.” “The Outlook Connector for Google Apps was dreadfully broken. As an IT Director, it was a nightmare for me. There were periods when not a day went by when somebody wasn’t reporting an issue with it. When we switched to Microsoft, my phone stopped ringing. Now I can focus on other things.” –Jake Harris, Director of IT, Aisle7 Country: United States Size: 30 employees Industry: Media and Entertainment—Advertising Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000008299 Did you know? Users can synchronize files with Microsoft SharePoint® Online in Office 365, to work offline. When reconnected, SharePoint transmits only 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. 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. Mobile-support problems with Google Apps: BlackBerry Google Apps has a synchronization problem with recurring meetings. Also, if your Synchronization organization is using a Blackberry Enterprise Server (BES), you must still maintain this server if you deploy Google Apps. A BES cloud solution can reduce the complexity of Make an informed decision! Visit www.whymicrosoft.com 9
  • 10. having to maintain this server on premises, but costs extra. iPhone and Other Google has developed Google Sync software that you can install on some mobile devices. Smartphone As of October 2010, this application was still in beta and had many limitations such as lack Synchronization of full-search capability of Gmail on iPhones. (For more information, see this link.) Third-party products and additional servers to support mobile synchronization: Hidden Costs CompanionLink for Google: Syncs Outlook contacts, calendars, and tasks with a Google account., but doesn’t work with BlackBerry phones: $39.95/user ExchangeMyMail: To host more than 500 BlackBerry phones: $120/user annually “Microsoft Exchange Online is a much cleaner solution than Google Apps because everything is from one provider —Microsoft—so I don’t need a lot of third-party applications to link computers, cell phones, and laptops.” –JW Keller, President, Datatune Country: United States Size: 10 employees Industry: IT Services Read the case study: www.microsoft.com/casestudies/CaseStudyDetail.aspx?casestudyid=4000003809 Did you know? Microsoft Office 365 works natively with Microsoft Outlook, so no connector is needed. In addition, Microsoft provides full BES hosting and will maintain service and support with RIM on your behalf. IT Support Costs Gaps in the Google Apps for Business Service Level Agreement Understanding what is covered by Google‘s SLA is sometimes difficult, but vitally important in light of Google‘s high-profile service outages and security breaches. Many Google customers and industry experts have complained about Google’s downtime problems. (See online examples such as “Google Outage! Users Report Widespread Problems Using Google Apps” and “Extended Gmail Outage Hits Apps Admins.”) Gaps in the GAFB SLA: Not financially Google’s remedies for service downtime consist of service credits that extend the service backed period rather than refunds during the service period. 5% downtime For downtime to count in GAFB, it must impact more than 5% of your users. For example, if rule you have 2000 users and 99 of them are down for many hours, you have no remedy. Limited Google strictly limits its liabilities. You receive a maximum remedy up to 15 days of credit remedies even if your services are down for up to 36 hours in a month. (See the table below.) Limited features The GAFB SLA does not cover features released through Google Labs or those released as experimental features. Limited Not all applications are included in the GAFB SLA. applications Included: Gmail, Google Calendar, Google Talk, Google Docs, Google Groups, Google Sites Excluded: Google Voice, Video chat, Gears (offline email), Contacts, Google App Engine, Make an informed decision! Visit www.whymicrosoft.com 10
  • 11. marketplace applications, all “new” applications including Picasa and others Limited support Google does not offer 24x7x365 support. For instance, on weekends and holidays, you only get phone support for “P1” (Critical Impact – Service Unusable in Production) requests, and only if more than half of your users are affected. Google does not respond on weekends or holidays for “P2” (High Impact – Service Use Severely Impaired) and lower-priority requests. How Downtime is Calculated Microsoft Office 365 Google Apps for Business Any non-scheduled downtime counts Only downtime for more than 5% of users counts Monthly Uptime Percentage Service Credit Monthly Uptime Percentage Service Credit (dollars refunded) (days added to contract) <99.9% 25% <99.9% to 99.0% 3 <99% 50% <99.0% to 95.0% 7 <95% 100% <95.0% 15 The cost of having all your employees idle for hours at a time, which has happened Hidden Costs repeatedly with the Google Apps service. The GAFB SLA puts the burden on you and your organization when its service is disrupted. “Service with Google was just poor. I spent countless hours on the phone with them, issues went unresolved, and I had to spend too much time manually creating blacklists of domains that their service was clearly missing.” –Dave Booher, lead Windows administrator, Sunbelt Rentals Country: United States Size: 5,000 employees Industry: Industrial Equipment and Machinery Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000007851 Did you know? Microsoft Office 365 provides 24x7x365 multi-lingual phone support and provides a 99.9% availability SLA that is financially backed. The Microsoft SLA does not restrict downtime. Microsoft Office 365 does not release experimental features into mission-critical environments. 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 has to spend more time supporting third-party products and client-side connectors for new and existing users. IT administration problems with Google Apps: Unannounced Google often releases new features that require additional support, and often ends Feature support for features such as Google Gears with little or no warning. Rollout/Pullback Make an informed decision! Visit www.whymicrosoft.com 11
  • 12. Fragmented You can control some features and functions through Google Apps, but others require Administration Postini or another third-party application for you to manage them. What’s more, Google lacks macros and scripts for common administrative tasks such as forcing a password reset or updating IMAP and POP settings for all users. No Delegating Administrators have full control or no control over accounts. You cannot delegate tasks Administrator or provide detailed control for common tasks such as password resets. Anyone who Privileges has administrator access can decommission an entire email service. Faulty Reporting Administrators and auditors have to depend on other products to see acceptable and Logging reports. For example, Google does not provide logs that let you see who and when a user was deleted. Google also provides API access for reporting and logging but no reports out of the box. Lack of Universal IT cannot manage enterprise-wide contacts such as customers, partners, and vendors. Management Inefficient Issue When users experience a problem in GAFB, they usually have to visit a forum to resolve Resolution it. Because GAFB is new, support information is often incomplete on Google forums. Extra time to maintain Google Apps and its third-party products beyond resolving typical Help Desk issues. Other costs include lost productivity and the cost and support for third-party products needed to fill gaps. For example, you can use Power Panel for Hidden Costs Google Apps for advanced IT management to delegate administrative tasks, run macros and scripts for common tasks, and import and manage shared contacts at a cost of $8 per user per year. “We asked [Google] basic questions about things like network administration rights…and we found we were logging a lot of calls. The information just isn’t out there on the Internet yet.” –Tina Parfitt, head of IT, VINCI PLC Country: England Size: Nearly 4,000 employees Industry: Construction Supervision and Management Services Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000006478 Did you know? Microsoft Office 365 includes robust IT administration features such as PowerShell as well as a roadmap to notify you of upcoming product enhancements. Even better, Microsoft lets you defer or schedule feature upgrades so you can plan more effectively. Help Desk Support While a browser-based application should relieve burdens for IT teams, many customers who deploy Google Apps find that Help Desk employees are overwhelmed with questions about how to complete even simple tasks with Google Apps. Its menus are unfamiliar, and often the features that employees need most simply 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.” Make an informed decision! Visit www.whymicrosoft.com 12
  • 13. Help Desk support problems with Google Apps: Missing features: Google Apps features often do not work like the familiar features in the Microsoft Office suite, so Help Desk personnel have to support users as they relearn how to do simple tasks. For example: Using Cut, Copy, and Though about 20% of user clicks in office productivity applications are Cut/Copy/Paste Paste commands commands, you cannot easily Cut/Copy/Paste among Google Docs, Spreadsheets, and across applications Presentations, even though Google added this feature recently. Working offline Google Apps offers an offline experience for email, a view-only offline calendar, limited access to contacts, and no offline experience for documents, spreadsheets, drawings, and presentations. Using Google Apps offline requires software that Google no longer supports: Google Gears. Receiving Gmail users cannot receive attachments in calendar invitations created by Microsoft attachments Outlook users. Uploading Gmail does not allow users to upload documents with password protection. password-protected documents Ad hoc and disappearing features: Google adds features to Google Apps haphazardly and without warning, so Help Desk personnel are often unprepared to support those features. And Google sometimes abandons features after introducing them. For example: Google Gears Google abandoned support for this browser add-in on May 4, 2010. IT teams must deploy this unsupported add-in for every user who wants to work offline, and Help Desk personnel must support it. The time that Help Desk employees spend to answer employees’ questions about Google Apps, or the cost of providing third-party support. For example, Google Apps Hidden Costs Help Desk Support Services provide live help and remote desktop support for $360/user annually, plus $30/user setup fee. “I wasn’t pleased that new [Google Apps] functionality could pop up tomorrow, and our Help Desk wouldn’t be prepared to help with problems.” –Alison Ross, Head of Service Support, Trader Media Group Country: England Size: 2000 employees Industry: Publishing Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000007764 Did you know? Microsoft Office 365 is familiar and easy to use, which translates into fewer Help Desk calls. In addition, Microsoft support is available 24x7 to handle your needs, and it gives you your own service-ticket dashboard on which you can open, track and close any support items. Make an informed decision! Visit www.whymicrosoft.com 13
  • 14. 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. Security and archiving problems with Google Apps: Encryption Employees cannot encrypt messages containing sensitive information. Privacy Employees cannot mark messages as personal or confidential. Information Rights Email message recipients can easily edit, forward, or print sensitive information. Management Productivity documents cannot be secured with Information Rights Management “Off the Record” Employees can conduct instant messaging sessions where portions of conversations Chat can be conducted without any IT record. Data Retention Your organization’s data retention policies are trumped by Google’s terms of service. Policies For example, Google retains the rights to maintain all copies of information for as long as they require. Data Recovery Google does not guarantee backup of email for data recovery. The cost of hosted email security and archiving services. Postini, which Google acquired in 2007, and which provides some level of email security and 10 years of email Hidden Costs retention for Gmail, costs $33/user annually. Sendmail Sentrion Email Security Appliance for Google Apps, priced from $22,500, can add a higher level of security for Gmail. EchoSign Electronic Signature for Google Apps begins at $359/user annually. “The security of our communications is paramount. Google couldn’t guarantee that security…[They] weren’t ready to handle the state’s business.”–Mike Binkley, Director of Office Automation Services, Michigan Department of IT Country: United States Size: 56,000 employees Industry: Government Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000004879 Did you know? Microsoft Exchange with Outlook lets users mark e-mails 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. Microsoft Office and SharePoint support Information Rights Management that allows IT and users to lock down documents with specific permissions, from stopping Copy/Paste to preventing printing. User Training and File Fidelity Costs 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 are entirely Make an informed decision! Visit www.whymicrosoft.com 14
  • 15. HTML-based, 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. Anomalies on which Google Apps users often need training: Multiple open Whenever users switch between Mail, Calendar, Documents, and other applications in windows Google Apps, they open a new Web browser window. This quickly becomes confusing for users who accidentally open multiple Mail and Calendar windows at the same time. Outlook/Gmail Because Gmail does not fully support Microsoft Outlook, users experience unusual incompatibilities problems when using Outlook as a Gmail client. For example: • Because email messages are automatically combined into threads based on their subject line, users see a new folder for every email thread and have to scroll through dozens or scores of folders to return to that thread. Executable attachments (including self-extracting .zip files) are not copied to Gmail. Rules and Signatures do not migrate to Gmail. Gmail does not support Outlook categories. Gmail does not support “Out of Office” status in Outlook. Outlook flags become stars in Gmail, and follow-up reminders are lost. Fidelity problems Unlike Microsoft Office applications, Google Apps provide no support or warnings when a user’s actions impact content and file fidelity. Missing features Missing features Training fees for both users and IT staff. Third-party companies offer training solutions that range in price from $125/hour per user (Suite-Apps) to packaged solutions starting at $2,499 (Dito). In addition, you need to train your IT staff, which given Google’s lack of flexibility may require training on how not to disable services or functionality in Google Hidden Costs Apps. Google only allows two security groups (Administrators and Users) and your Help Desk most likely needs more rights and more detailed control than users. What happens when a user with too many rights takes down your entire implementation with an accidental click? “In my judgment, Google Apps is not an enterprise-class solution. It’s a consumer solution, and we did not want to risk our business on it.” –Laurent Debes, Director of IT Production & Integration, Credit Immobilier de France Country: France Size: 3,500 employees Industry: Financial Services Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000005041 Did you know? Microsoft Office 365 applications have the familiar, intuitive look and feel of the Microsoft Office Fluent User interface, and they offer essential editing capabilities with no loss of formatting or data. 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 Make an informed decision! Visit www.whymicrosoft.com 15
  • 16. 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. File fidelity problems with Google Apps: Gmail • Users can’t see a presence icon to respond quickly with an IM instead of an email. Users can’t use “Out of Office” status label in Gmail, and can’t share folders. Users must forward separate message threads to send or forward Gmail messages. Google Docs • No automated spell checking, grammar checking, or thesaurus exists. No document version control exists. You can only open in four formats and save in six formats. You cannot insert charts, columns, or page breaks. You cannot compare documents. Importing • Tab stops, paragraph spacing, page margins, and images move unexpectedly. documents Google Apps can’t import documents larger than 500KB Revisions made by using the Track Changes and Comments features are jumbled together as plain text. Page headers and footers are converted to inline text at the top of the document Watermarks such as such as CONFIDENTIAL, DO NOT COPY, DRAFT, PERSONAL, TOP SECRET, and URGENT disappear. Google You cannot copy charts and paste them into Google docs. Spreadsheets No spell checking, conditional formatting, page layout and print area tools, page break preview exist. You can only open in three formats and save in six formats. No support exists for features like trend lines. Formatting options are rudimentary. You cannot create and run macros without adding a third-party application. You can only protect worksheets, not cells or workbooks. Importing other • Images and formatting beyond simple cell sizing and shading are discarded. spreadsheets Google Apps can’t import spreadsheets larger than 1MB Charts disappear, or appear only as white boxes. Google • You cannot copy and paste images, charts, and tables from Google Docs and Presentations Google Spreadsheets. No spell checking, rehearsal timing, and slide numbering exist. No sound, picture editing, and variable text-direction tools exist. You can only open in four formats and save in six formats. Importing other • Graphics look blurry and re-sampled. presentations Google Apps can’t import presentations larger than 10MB Text moves without warning. Animations and transitions are eliminated. Make an informed decision! Visit www.whymicrosoft.com 16
  • 17. Many hours or days of lost productivity per user, and potentially lost business. Employees who use Gmail spend extra time tracking down email messages that have not synchronized correctly. If they use Outlook as a front-end to Gmail, they have to Hidden costs scroll through seemingly endless duplicated folders to find messages. Employees can lose time resolving document fidelity issues—a significant cost even when only minor corrections are needed. Organizations can lose business when it takes longer to complete documents that don’t look professional. “You want the interaction with the tools you need to do your work to feel frictionless—and when we had a dozen tools and passwords and user interfaces it was not frictionless at all.” – Emiliano Duch, CEO, Competitiveness Country: Spain Size: 25 employees Industry: Consulting Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?CaseStudyID=4000003809 Did you know? Microsoft Office, whether through the rich client or the Office Web Apps in the browser in Office 365, can preserve a document’s layout, graphics, and complex watermark so user content remains intact. Document compatibility problem after uploading a Microsoft Word file in Google Docs Word document Uploaded into Google Docs Conclusion What might the following cost your organization? Retraining users to complete simple, common computing tasks Losing employee productivity until they’re fully retrained Buying new add-ons for compatibility, security, and compliance Make an informed decision! Visit www.whymicrosoft.com 17
  • 18. Training or hiring IT people to support new add-on applications If the total cost of those items is more than $50/user per year, then Google Apps might not be the best choice for your organization. For example, based just on the necessary add-ins and connectors that we mentioned in this paper, in a scenario where you need to migrate a mobile user from Microsoft Exchange to Google Apps in an organization that has more than 500 mobile users, it would cost, at a minimum: Total Cost of Ownership One-time cost per user with Google Apps Annual cost per user with Google Apps Exchange to Google Apps Migrator $20 Google Apps $50 Google Apps Help Desk Support Services $30 MyOneLogin $36 End-user training Varies Promevo gPanel $8 IT staff training Varies Power Panel for Google Apps $8 Lost user productivity Varies Google Apps Help Desk Support Services $360 Postini $33 Total: $50.00 Total: $495.00 Microsoft provides customers like you with enterprise-class solutions that integrate with each 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 of the small business that needs an easier way for employees to communicate. Microsoft developed and supports one of the world’s most familiar software products—Microsoft Office—to help employees everywhere work productively. In a ComputerWorld blog article, Dave Giroud, the head of the Google division that develops Google Apps said, “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 use Google Apps? “Yes, we might have saved one or two dollars per month going with Google Apps, but it wasn’t worth it. Selecting software that makes it more difficult to work is the wrong way to save money.” –Anders Trolle-Schultz, Principal, SaaS-it Consult Country: Denmark Size: 25 employees Industry: IT Services Read the case study: www.microsoft.com/casestudies/Case_Study_Detail.aspx?casestudyid=4000004063 Did you know? Microsoft Office 365 is available for as little as $2/user per month? To find out more, visit: http://office365.microsoft.com Make an informed decision! Visit www.whymicrosoft.com 18
  • 19. 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 GAFB will 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, Third-party tools like Exchange to Google Apps Migrator contacts, calendar, and See Migrating Email Data documents Directory integration IT time spent synchronizing directories and other servers and password Third-party tools MyOneLogin that provides Single Sign On synchronization See Directory and Address Book Integration and Synchronization Offline access Not available as it is with Microsoft Outlook. See Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing Outlook client IT time to install and support add-in Google Apps Sync for Outlook Since it only provides partial synchronization, employees may have to spend time managing two different inboxes. See Integrating Microsoft Outlook with Gmail, Google Talk, and Google videoconferencing Mobile users IT time supporting mobile synchronization Third-party tools such as CompanionLink which helps integrate calendars See Supporting mobile users 24x7 Phone Support IT time maintaining Google Apps Third-party Help Desk support to help resolve typical user issues See IT Administration Delegating Third-party tool such as Power Panel for Google Apps for role-based Administrator Privileges 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 Enhanced Security Third-party tools like SendMail or EchoSign Electronic Signature for Google Apps that can provide added level of security for Gmail See Security and Archiving Make an informed decision! Visit www.whymicrosoft.com 19
  • 20. Exchanging documents Employees will likely lose time resolving document fidelity issues, with customers, leading to costly delays and unprofessional documents partners, and internally See File Fidelity Training users when Employee time spent in training switching email and IT time developing and delivering training office productivity suite Third-party costs for training delivery such as Suite-Apps or Dito See Training Costs and IT Administration ©2011 Microsoft Corporation. All rights reserved. This document is provided "as-is." Information and views expressed in this document, including URL and other Internet Web site references, may change without notice. You bear the risk of using it. This document does not provide you with any legal rights to any intellectual property in any Microsoft product. You may copy and use this document for your internal reference purposes. Make an informed decision! Visit www.whymicrosoft.com 20