Service Management

Linda Harrell (Brown), Sr. Support Escalation Engineer for Office 365 - Global Business Support

Sandra Lafreniere, Sr. Support Escalation Engineer for Office 365 - Global Business Support

You’re in the cloud…now what?

Administration

Service communications

Service upgrades

Click to insert photo.

Service Communications

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Planned maintenancePlanned service maintenance, including transitions/upgrades, repair, and update scenarios

Service alterationChanges to service features, capabilities, or business terms of service

Account life cycleMilestones in the subscription life cycle

Service incident Service-interrupting incidents

Service Communication Types

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Office 365 Service Level Agreement

Backed by the most responsive support available and a comprehensive 99.9% financially backed SLA

AUG SEP OCT AUG SEP OCT AUG SEPT OCT AUG SEP OCT

Americas

99.99%

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99.99%

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99.97%

99.98%

99.99%

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99.99%

99.99%

99.95%

99.92%

EMEA 99.99%

99.99%

99.99%

99.95%

99.97%

99.98%

99.99%

99.99%

99.99%

99.99%

99.95%

99.92%

APAC 99.99%

99.99%

99.99%

99.95%

99.97%

99.98%

99.99%

99.99%

99.99%

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99.95%

99.99%

Office 365 DesignImplementing Resilience

Online and offline functionality Active load balancing

• Multiple levels of hardware and network• Facilities and power redundancy with

at least 2 datacenters per region

• Monitoring system attempts automated recovery actions and alerts 24x7 on-call engineer• On-call engineers are core product group members in the relevant areas

Detailed logging and tracing• Recovery across “failure domains” regularly tested• Service component isolation

Context Spanning

Service Incident CommunicationA

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O365 Service Health Dashboard Incident Status

Status Description SHD icon

Investigating Monitors have indicated a service anomaly and/or Microsoft has received reports of a potential service incident. Microsoft is currently investigating.

Service InterruptionMicrosoft has confirmed that normal services are being impacted. Microsoft is taking immediate action to understand the cause of the failure and determine best course of action to restore service.

Service DegradationServices are still active, but service responsiveness and/or delivery times may be slower than usual. Microsoft is working to restore normal service responsiveness.

Restoring Service Microsoft has isolated the likely cause of the incident and is in the process of restoring service

Extended Recovery Services are restored and may be slower than usual

Service Restored Normal system services have been restored

False Positive The service is healthy and a service incident did not actually occur

Additional Information There is additional information provided

Normal Service The service is healthy

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O365 Service Incident Notification Process

Incident Occurs

Service Health

Dashboard (SHD)

updated “investigating

”

Incident Status posted

to SHD

Office 365 TeamRoles and Responsibilities

• Incident Managers (IMs) are on-call engineers and core product group members with deep expertise in their relevant area

• Determine scope of the outage• Determine root cause and fastest and best path to resolution

• Communication Managers (CMs) are on-call engineers and core product group members with deep expertise in their relevant area

• Coordinate and provide information across internal teams• Post customer facing communications to SHD

• Support Technicians are technical resources• Provide 24 x7 customer phone and web support • Update internal support resources• Monitor support channels

Office 365 Managed Account TeamRoles and Responsibilities

• Incident Managers (IMs) are on-call engineers and core product group members with deep expertise in their relevant area

• Determine scope of the outage• Determine root cause and fastest and best path to resolution

• Communication Managers (CMs) are on-call engineers and core product group members with deep expertise in their relevant area

• Coordinate and provide information across internal teams• Post customer facing communications to SHD

• Support Technicians are technical resources• Provide 24 x7 customer phone and web support • Update internal support resources• Monitor support channels

• Escalation Management• Account Representative• Rapid On-Site Support

Office 365 Planned Maintenance CommunicationType Description Channel

Planned Maintenance Update • 5 business days prior notification of planned service

maintenance. • Notification includes start and end time.

• Service Health Dashboard• RSS Admin Feed (for

subscribed admins)

Post Incident Reports

Are published for Service Availability issues that span multiple customers

Available within 5 business days

Accessible via the Service Health Dashboard

A PIR includes: • Incident Information• Summary• Customer Impact• Incident Start Date and Time • Root Cause• Next Steps

Future Direction

More detailed information around service updates

Transparent non-customer impacting service hygiene

Evaluate peak usage times and if needed schedule service maintenance during non peak times

PIR downloadable document format from SHD

30 day view for PIRs

Service Health and Troubleshooting Tools - One Page View for Office 365 Admins• You can also subscribe to the Service health RSS feed from the SHD• Check service status on the Office 365 Community.

View the status of your services using the Service Health Dashboard (SHD) in the Office 365 Portal

• Troubleshooting tool for Office 365 (http://community.office365.com/en-us/preview/tools/troubleshooting.aspx)• Tools for Office 365 Small Business :

http://community.office365.com/en-us/preview/wikis/diagnostic_tools/2146.aspx#smallbusinesses • Tools for Office 365 Enterprise and Office 365 Midsize Business

http://community.office365.com/en-us/preview/wikis/diagnostic_tools/2146.aspx#enterprises

Troubleshoot an issue with diagnostic tools:

On rare occasions, the Office 365 Admin portal may be down, but the services are available. You and your users may be able to sign in to the services directly:• For email, sign in to https://outlook.com/owa. • For your SharePoint sites, try https://<domain>.sharepoint.com/<pagename>.aspx.• For SkyDrive Pro, try https://<domain>.sharepoint.com/personal/<UserAlias>_<domain>/Documents/Forms/All.aspx

For situations when the service health dashboard is down, use the Emergency Broadcast System (EBS) http://status.office365.com/

Service Health DashboardFirst and Best Content

Regional

Updated Hourly

RSS Feed

Regional

Tenant Admin

Points to SHD

Community

http://community.office365.com

Forums are helpful resource

Technet or local marketing site is used in countries without full community site.

To: Customer Email For Limited Set of Service Incidents

Explanation of Incident

Localized Content

Twitter

@Office365

Service Upgrades

Upgrade Cadence

Monthly RTW

Upgrades may include small features/product changes built entirely in that window

Features that take longer to implement are in progress simultaneously

Minor Upgrade

Major Upgrade

More releases will ship with features turned off

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Three WordsMigrationA transfer of computer data from one system to another•Moving from on-premises to Office 365•Moving from a legacy platform to Office 365

TransitionA process in which something undergoes a change and passes from one state, stage, form, or activity to another• Moving from BPOS service to the Office 365 service• Moving from Live@Edu to the Office 365 service

UpgradeThe act or an instance of bringing something up to date• Enabling new features for existing customers

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It’s not a big IT projectAll services will be upgraded in the backgroundMinimal desktop remediation required

End-user shouldn’t experience disruptionEmail clients—from PCs to mobile phones—stay connected Only Portal and OWA show immediate post-upgrade change

Upgrade on your termsUpgrade rich clients and SharePoint sites at your own pacePostpone your upgrade

Office 365 service upgrade in 2013

In 2012New browser minimums: Internet Explorer 8, Safari 5; latest Chrome and FirefoxWindows Server 2003 not supported as an end-user client

In 2013 and beyondApril 2013: New Macintosh Office minimum, Office 2011 for MacSummer 2013: Patch for Outlook 2007 & 2010 (dates TBD)January 2014: New Windows minimums, Windows 7April 2014: New Outlook minimum, Outlook 2007

The next version of the Office clientRequires Windows 7 or Windows 8

System requirements changes

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A few scenarios may need action after upgrade:

• Update MX record• For Generic MX records similar to mail.global.frontbridge.com, they need to be more specific , like

contoso.mail.eo.outlook.com• An email should be sent to customers that need their MX record updated• For more information, please see the following URL

https://spsites.microsoft.com/sites/bosm/boswiki/Pages/Update-to-Generic-MX-Records.aspx

• Update Internet Explorer 7 to IE 8 or higher• Also, update Safari 4 to Safari 5.

• Update On-premise Exchange servers to Service Pack 3• Hybrid customers need this update to administer users from the Exchange Management Console

2808208 Description of Exchange Server 2010 SP3http://support.microsoft.com/kb/2808208/EN-US

• Update Outlook 2007 and 2010 to the latest Service Pack including any additional updateshttp://technet.microsoft.com/en-us/office/ee748587.aspx

Some Scenarios May require Action

© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, and other product names are or may be registered trademarks and/or trademarks in the U.S. and/or other countries.The information herein is for informational purposes only and represents the current view of Microsoft Corporation as of the date of this presentation. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information provided after the date of this presentation. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED OR STATUTORY, AS TO THE INFORMATION IN THIS PRESENTATION.