Microsoft Online Services strives to provide exceptional service for all of our customers. On January 28, customers served from a North America data center may have experienced intermittent access to services included in the Business Productivity Online Standard Suite. We apologize for any inconvenience this may have caused you and your employees.
We hold ourselves to the very highest standard. And yesterday, we didn’t meet it. The connectivity issue underlined our commitment to service excellence, and all resources were brought to bear to correct and learn from the issue at hand. Within our team, we approach things with a “better every day” attitude; where we will continuously learn and improve to ensure customers can rely on Microsoft now and in the future. This includes customer communication. We are committed to communicating with our customers in an open and honest manner about service issues and the steps we’re taking to prevent recurrences. Based on customer feedback, we are actively working to improve our incidence response communications.
In the meantime, this is a summary of yesterday’s issue:
We understand that any disruption in service may result in a disruption to your business. As a gesture of our commitment to ensuring the highest quality service experience, we are proactively reaching out to impacted customers to provide a credit.
We encourage customers to contact us with any additional questions. Our customer support is available 24 hours a day by telephone or via Service Requests submitted from the Microsoft Online Services Administration Center.
We thank our customers for choosing Microsoft Online Services to host their business productivity applications. We aim to live up to your – and our own – expectations every day.
Sr. Director, Business Productivity Online Service Operations
The Microsoft Online Services Team
Were BPOS D and S both affected?
Great question. Only BPOS-Standard was affected by the Jan. 28 incident. Updated the post to reflect this.
Are there any other way to be notified of Outages, is the RSS feed the only method?
Hi Dion. Yes, the RSS feed available via the Microsoft Online Administration Center (MOAC) is the only method for receiving notifications today. As Mike mentioned in his post, we are actively working to improve our incidence response communications, including providing additional notification tools.
Is this issue resolved, and did it really start on 1/28, or perhaps eralier in the week?
The RSS feeds kept referring to this outtage as "planned", even though the "planned" outtage was announced after the fact. Can you ensure that your teams differentiate between planned and unplanned?
Hi Patrick. Yes, the issue is resolved. And no, the issue did not start earlier in the week. Our monitoring detected this issue at 8:30 AM PST.
Hi Mike. Yes, you've highlighted one of the problems with our RSS feed, which is that we did not communicate the correct information for this inciedent, which confused customers and cause problems for our support agents. This is high on the list of things we are addressing with regard to customer communications.