I get all the good things Google Apps do. It's wonderful. Yet, until Google has a "contract with our users" that includes a level of customer service and human conflict resolution I would not touch them with a ten foot pole.

Why? Because they could take it all away --and I do mean ALL-- overnight. Email, apps, etc.

I've seen many people run into the Google ban for reasons not more complicated than not being experts and using one of Google's tools in a way that triggers an algorithmic ban. And this doesn't have to have anything to do with fraud or scams.

Had one client, probably ten years ago, who moved all of his 200+ domains to a service Google introduced at the time called "Google for Domains". A domain parking service with ads inserted into the parked domains auto-magically by Google. Prior to that all of his domains were parked at GoDaddy, who used Google to stuff ads into the domains. As soon as the service was offered he figured it was a good idea to remove GoDaddy as the middle-man in that equation.

He transferred all of his domains. There was an approval process. All domains were approved overnight. Done deal. Right?

Wrong! Two days later Google sent him an email informing him that all of his Google accounts were now permanently suspended (aka: closed) with no recourse. Reason given: Unusual click activity on some of the domains parked with Google for Domains.

This guy ran (runs) a multi-million dollar manufacturing business. The very idea that he would sit there clicking on ads to earn a quarter of a cent per click is, well, stupid.

Anyhow, this one event cost him all of his Google tools. His email, calendar, contacts, apps and whatever else he was using at the time. No recourse. Not conversation with a human being. Nothing. Done. Puff. Evaporated.

Since that one event I have been of the opinion that using any of these Google tools for a business is, to put it plainly, stupid and dangerous. You could be betting the farm on a petulant algorithm and no customer service of any kind to protect you from it.

I still have Excel files from decades ago that I can open and manipulate today. Microsoft could go out of business and I could still open these files. And the software has never lacked functionality, either directly, through add-ins or programmability.

The bottom line for me is that if something is business-critical it isn't a good idea to rely on a service that could be yanked overnight (I do mean that literally). If Google had customer service and a human (and humane) process to deal with issues it would be a very different story. I don't want free stuff. We have tens of thousands of dollars invested in all kinds of software. I want stuff I can rely on because my businesses depend on it.

The only way you are going to have to security is if you pay for well supported software that has a team behind it who understand how important it is for a business to have the ability to wake up every morning knowing that the tools they come to rely on for their daily work won't evaporate overnight.

I truly don't care how many shinny new things, candy and chocolate Google throws on the table. Until they prove they understand this one point they represent a business-killing risk nobody should be willing to accept.

BTW, this is a problem with nearly all Internet giants. Facebook, Amazon and others are horrible companies from the standpoint of how they deal with their business customers.