After Exchange Online Outage, Microsoft Vows to Improve Procedures
Microsoft issues an apology for last week's Exchange Online service outage and promises to improve its procedures.More details are available about troubles with Exchange Online, Microsoft's cloud-based business email, calendar and contact management platform, which suffered an extended outage on Tuesday, June 24 that left some customers without one of their most fundamental means of communication and collaboration. IT managers flooded the Office 365 support forums to seek answers and vent their frustration as work ground to a halt at their offices for several hours. The Service Health Dashboard, which administrators use to keep tabs on their cloud subscriptions, failed to properly report any issues. Microsoft restored the service after eight hours. However, the experience, combined with a Lync Online outage the day before, raised concerns about migrating critical business services to the cloud. In the aftermath of the major service disruptions, Rajesh Jha, corporate vice president of Office 365 Engineering, turned to the company's support forums to offer the company's mea culpa. "First, I want to apologize on behalf of the Office 365 team for the impact and inconvenience this has caused," he wrote. "Email and real-time communications are critical to your business, and my team and I fully recognize our accountability and responsibility as your partner and service provider," he added.
Jha acknowledged that the tools customers use to monitor their Microsoft cloud services were not up to par. He explained that his company "also experienced a problem with our Service Health Dashboard (SHD) publishing process, meaning not all impacted customers were notified in a timely way, which we realize was frustrating and this has since been addressed."