FAQ

 

Version 1 – 25 November 2010

 

1. Why is the University moving to Google Apps?

Google Apps provides University staffs access to a suite of state-of-the art communication and collaboration tools that will enhance their ability to work together. In addition to increased productivity opportunities, Google Apps also will allow the University to save costs in the long run by reducing the need to buy and support software, hardware, and storage to maintain Google's own independent email service.

2. What will happen to all my current emails?

All your current emails will remain available to you after the migration since these are stored on your machine.
For staff members using Google Sync (refer to user guide for more details), it creates a different Outlook profile i.e. when you launch Outlook, there is a window prompting which profile you want to use. If you do not select the Google Apps profile, you will access your old mailbox with all your email items.

3. Will my email address remain the same?

Yes. Your email address will remain the same as it is now.

4. How much email storage do I have?

Slightly more than 7.5 GB of storage for mails in your inbox and outbox.

5. How do I access my Google Apps mailbox?

You must log to your email account at https://mail.uom.ac.mu

6. Will I still have access to email if my Internet connection is down?

No, because Google Apps is a hosted system and the server is not located on the UoM network.

7. Is there a size limit for email sent to or from a Gmail account?

Yes. The message size limit is 25MB, however it is not recommended to send such big attachment as it may clog the network especially when sending emails to mailing list.

8. Is there a size limit on attachments? What do I do if I need to attach a file that is over the limit?

The 25MB message size limit includes all attachments. Google Apps is designed to simplify file sharing by providing links to shared content rather than including it as an attachment, in order to ensure that people will be working and collaborating on the newest version.

9. What if I already have a personal Google/Gmail account?

Your UoM Google Apps account is totally separate from your personal Google/Gmail account, so nothing about your personal Google account will change. Your private account and institutional accounts will not be merged. Remember that you will need to use the University's central authentication process to access your University account.

10. After switching to Goggle Apps, will my existing out-of-office auto-reply, aliases and mail forwarding functions still be available and continue to work the same as they do now?

Aliases will be configured by CITS whereas out-of-office reply and forwarding must be configured by user. If in doubt, consult user guide.

11. Can I configure out-of-office auto-reply, mail forwarding functions, email rules for my mailbox without the assistance of CITS.

Yes, you can configure these and more by clicking on settings on your email interface.

12. Will Google Talk with video chat be supported?

Not initially. Google Talk and Google Video will not be supported due to bandwidth constraint

13. Where can I access additional information about Google Apps?

Information (such as universities using Google Apps, data privacy, etc..) on Google Apps available at http://www.google.com/a/help/intl/en/edu/sell.html

14. Who owns the data that organizations put into Google Apps?

To put it simply, Google does not own your data. Google does not take a position on whether the data belongs to the institution signing up for Apps, or the individual user (that's between the two of you), but Google knows it doesn't belong to Google itself!

The data which you put into Google's systems is yours, and Google believes it should stay that way. Google thinks that means three key things.

Google won't share your data with others except as noted in their Privacy Policy.
Google keeps your data as long as you require them to keep it.

Finally, you should be able to take your data with you if you choose to use external services in conjunction with Google Apps or stop using Google services altogether.

15. When can Google employees access my account?

Google employees will access your account data only when an administrator from your domain grants Google employees explicit permission to do so for troubleshooting purposes. During the course of troubleshooting an issue or other investigation, the Google Support team may ask for the creation of a test administrator account, solely to be used to resolve the particular issue at hand.
Google employees or automated systems may also take down any content that violates the Terms of Service.

16. Who can gain access to my end-users' accounts?

Google Apps administrators for a domain (Specific staff at CITS) can access all end-user accounts, however cannot access the content of the end user email. The administrator can reset the end user password, however this will be detected by the end user when the latter log in his/her account.

Google Apps administrators for a domain can also modify the content of an individual website. This functionality might be used in the event that information which tarnish the image of the university, its staff members or other stake holders has been posted under the uom domain.

Google employees may not access end-user accounts except as described in Google's Privacy Policy.

 

17. Does Google give third parties access to my organization's data?

Google does not share or reveal private user content such as email or personal information with third parties except as required by law, on request by a user or system administrator, or to protect Googles' systems. These exceptions include requests by users that Google's support staff access their email messages in order to diagnose problems; when Google is required by law to do so; and when Google is compelled to disclose personal information because Google reasonably believe it's necessary in order to protect the rights, property or safety of Google, its users and the public.

 

18. How long does Google keep my organization's data?

Google believes that you should have control over your data. Google keeps multiple backup copies of users' content so that Google can recover data and restore accounts in case of errors or system failure. When you ask us to delete messages and content, Google will make reasonable efforts to remove deleted information from Googles' systems as quickly as is practicable.

 

19. Is my organization compliant with the European Commission Directive on Data Protection if we use Google Apps?

Google adheres to the U.S. Safe Harbor Privacy Principles of Notice, Choice, Onward Transfer, Security, Data Integrity, Access and Enforcement, and is registered with the U.S. Department of Commerce’s Safe Harbor Program.

 

20. Where is my organization's data stored?

Your data will be stored in Google's network of data centers. Google maintains a number of geographically distributed data centers, the locations of which are kept discreet for security purposes. Google's computing clusters are designed with resiliency and redundancy in mind, eliminating any single point of failure and minimizing the impact of common equipment failures and environmental risks.
Access to data centers is very limited to only authorized select Google employees’ personnel.

 

21. Is my organization's data safe from your other customers when it is running on the same servers?

Yes. Data is virtually protected as if it were on its own server. Unauthorized parties cannot access your data. Your competitors cannot access your data, and vice versa. In fact, all user accounts are protected via this virtual lock and key that ensures that one user cannot see
another user's data. This is similar to how customer data is segmented in other shared infrastructures such as online banking applications.
Google Apps has received a satisfactory SAS 70 Type II audit. This means that an independent auditor has examined the controls protecting the data in Google Apps (including logical security, privacy, Data Center security, etc) and provided reasonable assurance that these controls are in place and operating effectively.

 

22. An administrator/end-user deleted a number of email messages, how can I recover them?

Once an administrator or end-user has deleted any data in Google Apps, Google delete it according to their privacy policy.
Data is irretrievable once an administrator deletes a user account.

 

23. How do you protect your infrastructure against hackers and other threats?

Google, an established provider of web-based services has gone to great lengths to protect against threats. Google runs its data centers using custom hardware running a custom OS and filesystem. Each of these systems has been optimized for security and performance. The Google Security Team works with external parties to constantly test and enhance security infrastructure to ensure it is impervious to external attackers. And because Google controls the entire stack running their systems, Google is able to quickly respond to any threats or weaknesses that may emerge.

Google maintains a number of geographically distributed data centers. Google’s computing clusters are designed with resiliency and redundancy in mind, eliminating single points of failure and minimizing the impact of common equipment failures and environmental risks. Access to Google data centers is restricted to authorized personnel.

 

24. How do you protect against machine failures or natural disaster?

The application and network architecture run by Google is designed for maximum reliability and uptime. Google's computing platform assumes ongoing hardware failure, and robust software fail-over withstands this disruption. All Google systems are inherently redundant by design, and each subsystem is not dependent on any particular physical or logical server for ongoing operation. Data is replicated multiple times across Google's clustered active servers, so, in the case of a machine failure, data will still be accessible through another system. Google also replicates data to secondary data centers to ensure safety from data center failures.

 

25. Is it safe for my organization to access Google Apps over the internet?

All Google Apps services provide the ability to access all data using encryption and customers can choose to require this option for their users. This helps ensure that no one except the user has access to his or her data. This is true for access to mail, calendar, video, and chat data via our web applications. The mobile email client also uses encrypted access to ensure the privacy of communications. Google does not offer encryption on the Start Page service at this time.

 

26. How does Google Apps protect against spam, viruses and phishing attacks?

Google has one of the best spam blockers in the business, and it's integrated into Google Apps. Spam is purged every 30 days. Google has built in virus checking, and Google enforces checking of documents before allowing a user to download any message. Most computer viruses are contained in executable files, so standard virus detectors scan messages for executable files that appear to be viruses. Google helps block viruses in the most direct possible way: by not allowing users to receive executable files (such as files ending in .exe) that could contain damaging executable code; even if they are sent in a compressed (.zip, .tar, .tgz, .taz, .z, .gz) format. Google supplies Chrome™ and Firefox® users with constantly updated filters against phishing and malware. By combining advanced algorithms with reports about misleading pages from a number of sources, Google downloads to your browser a list of information about sites that may engage in phishing or contain malicious
software. Safe Browsing is often able to automatically warn you when you encounter a page that's trying to trick you into disclosing personal information.

 

27. How does Google respond to users in my domain who are sending spam?

If Google identifies a Google Apps email user who is spamming, Google reserves the right to immediately suspend the user. If the spam is domain-wide, Google reserves the right to suspend the entire account and deny administrator access to all the Google Apps services. This is in accordance with the Google Apps Acceptable Use Policy.

Google will notify the registered secondary email address of any spam violations.

Please do not hesitate to email This e-mail address is being protected from spambots. You need JavaScript enabled to view it or call Extn 7767/7769/7110/7777 if you have a
ny other queries.