Email has become something of a critical utility, much like the electricity that powers our offices: it must be available 24 hours a day, it must provide reliable performance, and its cost must be reasonable. However, unlike electrical systems (at least from the user’s perspective), email systems require significant amounts of labor to manage well. Email systems must periodically be upgraded.
New hardware must be introduced as organizations migrate to new systems. Security must be maintained and upgraded to protect the system from intrusions. Additional hardware must be deployed to protect against outages that could seriously harm user productivity. Plus, unexpected events, such as spam storms or natural disasters can drive up costs substantially in ways that were not anticipated.
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