Comments
Microsoft Exchange Online Suffers Service Outage
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therealarod1984
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therealarod1984,
User Rank: Apprentice
6/24/2014 | 5:02:12 PM
O365: What a mess!
Got an alert from our SMTP monitoring tools about 9am CST.  Called Microsoft by 9:15 when it was apparent our equipment was not at fault.  A half hour on hold, followed by a half hour of a tech trying to tell me it was my equipment or the sender fault.  When I would not give in, finally the tone changed, as the Tech then started communicating that he was hearing other customers with a problem.  By 10:30 I had an open ticket.  Two requests for updates were never answered at 12:00 and 1:00pm.  Issues finally resolved around 3:30pm with the following post on O365 "Current Status: Engineers have mitigated impact by rerouting traffic away from the degraded capacity. Mail flow is now improving, and customers will begin to see service recovery as messages are being delivered and email queues drain." 
Laurianne
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Laurianne,
User Rank: Author
6/24/2014 | 5:05:16 PM
Re: O365: What a mess!
Thanks for sharing your experience. Quite a wait.
PaulS681
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PaulS681,
User Rank: Ninja
6/24/2014 | 6:41:52 PM
Re: O365: What a mess!
It's funny that we use 365 and not one complaint yesterday. the only thing I noticed was MS Lync was up and down all day yesterday... but email was fine.
Laurianne
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Laurianne,
User Rank: Author
6/24/2014 | 5:03:46 PM
Were you affected?
Were you affected by the Exchange outage? Let's hear from you.
RickF410
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RickF410,
User Rank: Apprentice
6/24/2014 | 5:21:29 PM
Horrible support is a Microsoft hallmark
Having dealt with Microsofts "support" before, this is not much of a surprise to me. They don't do phone support and prefer that customers use an antiquated message platform that looks like it was designed badly in the 90's. Worst. Support. Ever!


And I guess that's just fine with their new CEO, apparently. One of these days, maytbe some brave soul will ask him face to face in a public forum why they treat their customers so badly.
PaulS681
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PaulS681,
User Rank: Ninja
6/24/2014 | 6:40:27 PM
Re: Horrible support is a Microsoft hallmark
Office 365 has had a number of outages since we have used it. I agree that thier support isn't great for Office 365.

I have had luck with thier support for other products though. SCCM being one of them.
Michael Endler
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Michael Endler,
User Rank: Author
6/24/2014 | 7:22:58 PM
Service Restored
Update: Microsoft says the issue has been resolved and issued the following statement: “On Tuesday, June 24th, 2014, at approximately 6:30 AM EDT, some North American customers experienced email delays with Exchange Online. The issue has since been resolved and the service is now functioning normally. We sincerely apologize to our customers for any inconvenience this incident may have caused and continuously strive to improve our service and use these opportunities to drive even greater excellence in our service delivery.”
Charlie Babcock
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Charlie Babcock,
User Rank: Author
6/24/2014 | 8:12:06 PM
How transparent is your cloud provider?
Nice blow by blow description, by Michael Endler. Microsoft may be as opaque as Amazon and other cloud vendors during the period of uncertainty when the issue is being trouble shot and resolved. "Transparency" is an extremely fleeting goal, when the provider isn't sure what the problem is. In the past, once they've figured it out, Microsoft has been frank about what problem was. This is an ongoing issue -- how transparent is your cloud provider when the chips are down? Answers are still out.
pcharles09
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pcharles09,
User Rank: Apprentice
6/24/2014 | 9:31:22 PM
Re: How transparent is your cloud provider?
I've seen this from both sides of the fence, both user and integrator. From an end user standpoint, you honestly don't want to truly know what the issue is, you just want it fixed. From the provider standpoint, you just want to know if there's ways to avoid the issue & should it happen again, what's the quickest path to resolution. So it's all about MSFT managing those expectations correctly & doing their best to have an up to date KB so people can possibly 'resolve' issues themselves.
Henrisha
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Henrisha,
User Rank: Strategist
6/25/2014 | 3:19:15 PM
Re: How transparent is your cloud provider?
It is a huge balancing act of finding solutions while appeasing the user base. Obviously, as a user, you want things to be fixed and be over and done with. But if you're on the other side of the fence, solving a problem is not as straightforward because there are processes and steps to take before, during, and after.
pcharles09
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pcharles09,
User Rank: Apprentice
6/30/2014 | 6:07:16 PM
Re: How transparent is your cloud provider?
I know, because I've done both. But there's a middle ground. It just changes depending on the organization & industry your in. Finding that middle ground is the hard part.
Number 6
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Number 6,
User Rank: Moderator
6/25/2014 | 10:10:44 AM
How Transparent is YOUR IT Operation?
A "teachable moment" -- How accessible and informative is your own operation when you're dealing with a problem and your company's employees want to know what's going on?
Henrisha
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Henrisha,
User Rank: Strategist
6/25/2014 | 3:17:22 PM
Re: How Transparent is YOUR IT Operation?
When everything is running smoothly and it's all peachy, it's easy. But when problems arise and you, along with your team, have to come up with a solution to resolve it, then that's when you are able to see just how good your system is or if it's lacking.
Laurianne
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Laurianne,
User Rank: Author
6/25/2014 | 3:49:15 PM
Re: How Transparent is YOUR IT Operation?
Good point Number 6. Users expectations of transparency will be shaped by consumer cloud services that do a good job of being transparent about outages.
SachinEE
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SachinEE,
User Rank: Ninja
6/28/2014 | 6:11:08 AM
Re: Microsoft should account for the service outage
Microsoft's Exchange Online hosted email service suffered a disruption Tuesday morning, leaving many users without email for much of the morning. Some Exchange customers are experiencing email delays and Microsoft declined to answer questions about the problem's origin. From a user's point, you honestly don't want to truly know what the issue is, you just want it fixed. From the provider standpoint, you just want to know if there's ways to avoid the issue and should it happen again, what's the quickest path to resolution. MSFT staff should do their best to have an up to date applications so people can possibly resolve issues themselves.
silvabeckham5
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100%
silvabeckham5,
User Rank: Apprentice
7/10/2014 | 7:04:51 PM
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FredV762,
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7/20/2014 | 1:19:44 AM
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