I think the issue is that this wasn't a big IT change. It was a simply addition of functionality to a cloud provider, which is SUPPOSED to be easy. Of course,

I think the issue is that this wasn't a big IT change. It was a simply addition of functionality to a cloud provider, which is SUPPOSED to be easy. Of course, they were using the free version of Gmail, which has no SLA and can be shut off at any time for any reason. Which means they didn't consider email that mission-critical.