Office 365 Service Communications March 2014

About us Alistair Speirs Ian Hameroff Senior Operations Program Manager Office Deployment, Adoption & Readiness Team Microsoft Corporation Ian Hameroff Group Product Manager Office 365 Service Experience Microsoft Corporation

Office 365 Fundamentals Agenda Module 1 Introduction Module 2 Office 365 for IT Pros Module 3 Getting started with Office 365 Module 4 Deploying Office 365 Module 5 Office 365 Service Communications Module 6 Office 365 Change Management

Office 365 Service Communications Agenda 8/23/2018 Office 365 Service Communications Agenda Service Communications Philosophy Functionality & Platform Updates System Requirements Service Incidents

Office Vision: Productivity Cloud Enterprise grade cloud Essential productivity services Enterprise-grade cloud Essential productivity services Flexibility and choice Familiar and easy Office Vision: Productivity Cloud Flexibility and choice Familiar and easy

8/23/2018 Waves to Ripples Continuous innovation delivered on monthly basis vs. 18-24 month upgrades

It is critical that you understand what change means, types of change Clear, predictable and reliable service change communications is critical

Types of Change Communicated Ongoing Functionality Updates Planned Platform Updates Evolving System Requirements Unexpected Service Incidents

Our Communications Philosophy Timely Targeted Accurate Flexible

Functionality and Platform Updates 8/23/2018 Functionality and Platform Updates

Office 365 Service Updates Principles Continuous innovation with confidence and control Deliver new features and value Build trust and compliance Respond to customer feedback through agile development Continuous release cadence Minor & major updates Up-to-date, no patching Security comes first Evolving standards Direct feedback Real-time information Common support issues Insights to help manage change Direct to customer communications | Organizational readiness content

How To Think About Service Updates Functionality Updates OneDrive for Business storage increases Lync meeting improvements Feature updates Office Mobile for iPhone OWA for iPhone and iPad New Introductions 1-3 Month Roadmap* Upon Release Platform Updates API change Deprecations System requirement change Disruptive change Auto-discovery configuration DNS record change Configuration changes Bug fix Performance enhancement Security updates Infrastructure improvements One Year Up to 12 Months No Notice

Learn About New Functionality Updates New feature posts to the new Office Blogs upon release Reflected in TechNet Service Description after release Visit http://blogs.office.com/office365updates/

Message Center: In Product Notifications Compliments other communications, provides notification and actions required

8/23/2018 System Requirements

Office 365 Client Support Policy Current and previous version of Internet Explorer and Firefox Current versions of Chrome and Safari Web browser Any Office client in mainstream support Office client Office 365 won’t deliberately block connections Existing features may operate differently and not work over time New features may not be available Office 365 will only offer security fixes. No code fixes. Older clients

How To Stay Current New Systems Requirements section added to Service Descriptions in TechNet We provide a minimum of one year notice on changes US English Location: http://technet.microsoft.com/en-us/library/office-365-system-requirements.aspx

Disruptive Change Policy Unless otherwise noted, for all Microsoft Online Services, Microsoft will provide a minimum of 12 months prior notification before customers must accept any change that is deemed a "disruptive change". "Disruptive change" means change where a customer or administrator is required to take action in order to avoid significant degradation to the normal operation of the Online Service. The notice period will not apply to security related changes or updates. http://support.microsoft.com/lifecycle/

8/23/2018 Service Incidents

Service Continuity by Design Redundancy Physical redundancy Data redundancy Functional redundancy Resiliency Active load balancing Recovery across “failure domains” regularly tested Distributed Workloads Distributed components are more resilient Most failures are contained to a single service. Service component isolation Human intervention by exception Automated recovery alerts 24x7 on-call engineer On-call engineers are core product group members Predictability and Inspectability Incident avoidance detailed Log and tracing to avoid SI Rich forensics and monitoring Complexity avoidance and graceful degradation Standardized hardware Fully automated deployment Built-in workload management mechanisms

Service Incident Notification Process Incident occurs Service Health Dashboard updated “investigating” Incident status posted to Service Health Dashboard Service Health Dashboard updated until service restoration Closure summary posted to Service Health Dashboard Post incident review posted to Service Health Dashboard (as appropriate)

So, What’s this Service Health Dashboard? First and best content Regional Updated hourly

Service Health Dashboard Continued 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 Additional Information There is additional information provided Normal Service The service is healthy ? i

Stay Updated, Anywhere Office 365 Admin App Provides tenant specific Office 365 service health and maintenance information on the go Available for Windows Phone, iOS and Android devices

Coming Soon: Service Health API Ability to query a tenant or permissioned account and see service health results

Office 365 Partner Admin Center View the customers in which they have delegated admin privileges Find, select and perform administrative tasks on behalf of their customers View their customers’ Office 365 service health status and details Create, edit and view service requests on behalf of their customers Create trial, purchase offers and delegated administration requests

8/23/2018 Summary

Office 365 Change Management Summary Embrace what change means when “in the cloud” Visit and bookmark communications channels Stay current on functionality and platform changes Download the Office 365 Admin app Leverage the Service Health Dashboard Provide us your feedback on how we can improve

8/23/2018 © 2014 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. © 2014 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.