Office 365 service management
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This document discusses Office 365 service availability and reliability. It provides charts showing over 99.9% uptime for Office 365 applications across different regions over a 12 month period. It describes redundancy measures, resiliency practices, and monitoring used to maintain service levels. These include physical and data redundancy, load balancing, automated recovery, and detailed logging. Additional details are provided on incident response and reporting through the Service Health Dashboard.
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Office 365 service management
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- 5. 99.80% 99.90% 100.00% JAN FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV DEC JAN Americas Region 99.80% 99.90% 100.00% JAN FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV DEC JAN European Region 99.80% 99.90% 100.00% JAN FEB MAR APR MAY JUN JUL AUG SEPT OCT NOV DEC JAN Asia-Pacific Region In a 12 month period, the uptime of O365 applications averaged > 99.9%
- 6. Redundancy Physical redundancy Data redundancy Functional redundancy Resiliency Active load balancing Recovery across “failure domains” regularly tested Human backup Automated recovery alerts 24x7 on-call engineer On-call engineers are core product group members Distributed Workloads Distributed components are more resilient Most failures are contained to a single service. Service component isolation Complexity avoidance and graceful degradation Standardized hardware Fully automated deployment Built-in workload management mechanisms Inspectability and predictability Detailed log and tracing Deep internal monitoring augmented by extensive outside-in monitoring diagnostics
- 8. 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 Interruption Microsoft 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 Degradation Services 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 ?
- 11. Click on “View history for past 30 days”
- 15. For Limited Set of Service Incidents Explanation of Incident Localized Content
- 18. Are published for Service Availability issues that span multiple customers Available within 5 business days PIR downloadable document accessible from SHD A PIR includes: • Incident Information • Summary • Customer Impact • Incident Start Date and Time • Root Cause • Next Steps 30 day historical view in SHD
- 19. Click on “Post- incident report published”
- 21. Type 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)
- 22. Transparent non-customer impacting service hygiene More detailed information and programmatic approach around service updates and service incidents Tenant Level Reporting Service Health Dashboard Customer Preview Programs Service Communication Panel Concept
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- 30. Web browser Office client Operating system
- 31. 2013 20232018 Extended SupportMainstream Support
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- 45. Service health summary with quick access to detailed dashboard Simplified navigation bar with quick access to all workloads Reports on service usage and performance 45
- 46. Manage mailboxes, groups and objects Search for properties Conduct an advanced search Manage roles and permissions Create policies Track message delivery 46
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- 50. Edit contact details Manage groups Manage voice mail and phone settings
- 51. The objective is to describe the risk of outage to an individual customer based on the aggregate uptime of the service. Longer outages have greater impact to the percentage Outages that affect a greater number of users have greater impact More severe outages in terms of users or duration lead to greater deviations from 100%, which can be used for remedy service credits. The Office 365 service level agreement expresses uptime in this way: 𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈 𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚 − 𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑𝑑 𝑈𝑈𝑈𝑈𝑈𝑈𝑈𝑈 𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚𝑚 × 100% The aggregate uptime of service components can be expressed similarly.
- 52. Hardware or software failures Monitoring alerts Service incidents Customer reported incidents
- 53. SPO EXO Microsoft Online ID Office 365 Portal Office 365 Provisioning Lync
- 55. Avoid unnecessary assumptions by on-call engineers Isolate issues to root cause
- 56. Executed from two+ locations to ensure accuracy and redundancy Simulates full end user and system transactions Supports every major system and user scenario Failures at any point are turned into alerts and escalated to engineers