1. 4/7/2017 9:38 PM
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.

2. Microsoft Office 365 Service Reliability and Disaster Recovery
4/7/2017 9:38 PM
OSP324
Microsoft Office 365 Service Reliability and Disaster Recovery
Kumar Venkateswar, Sr. Program Manager
Microsoft Corporation
© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.

3. Session Objectives and Takeaways
TechReady 14
4/7/2017
Session Objectives and Takeaways
Session Objective(s):
Learn how Office 365 is engineered for reliability and predictable service delivery
Understand the customer-facing information that provides insight into service availability and interruptions.
Describe the process of continuous improvement of service availability.
The picture is more nuanced than the numbers
Office 365 provides end-to-end reliability through a thoughtful product and service offering.
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.

4. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

5. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

6. Uptime in Office 365 – The Number
99.9%

7. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

8. Microsoft Has Years of Experience Running Infrastructure at High Scale
Exchange Hosted Services (now part of Office 365)
2005
Xbox Live
2002
Bing / MSN search
1998
Hotmail
1997
Windows Update
1995

9. Microsoft Office 365 Offers the most resilient and predictable service availability experience for the cloud.
Backed by the most responsive support available and a comprehensive 99.9% financially backed SLA

10. The Many Faces of Resilience
Anticipation
Resilience
Restoration
Absorption
Reconfiguration
As described by Madni and Jackson

11. Many Design Heuristics for Implementing Resilience Exist
Functional redundancy
Physical redundancy
Reorganization
Human backup
“Human-in-loop”
Predictability
Complexity avoidance
Context spanning
Graceful degradation
Drift correction
“Neutral” state
Inspectability
Intent awareness
Learning/Adaptation
As described by Madni and Jackson

12. Functional Redundancy
Design of Office 365
Functional Redundancy
Online and offline functionality in order to provide continued functionality even in the light of failures
Physical Redundancy
Office 365 provides physical redundancy at multiple levels to protect against hardware failures
Data in transit and at rest
Network and hardware redundancy
Facilities and power redundancy
At least 2 datacenters per region

13. Design of Office 365 Reorganization
Active load balancing to restructure the system against rare extreme load conditions
Response to hardware failures

14. Human Backup and “Human-in-Loop”
Design of Office 365
Human Backup and “Human-in-Loop”
Monitoring system attempts automated recovery actions, and alerts 24x7 on-call engineer when recovery does not succeed
On-call engineers are core product group members (dev, test, and PM) in the relevant area for the alert for rapid response and relevant information collection

15. Inspectability and Predictability
Design of Office 365
Inspectability and Predictability
Detailed logging and tracing to avoid unnecessary assumptions by on-call engineers
Deviations from normal behavior deliver alerts to on- call engineers, enabling relevant information collection and rapid resolution

16. Graceful Degradation and Drift Correction
Design of Office 365
Complexity Avoidance
Standardized hardware and automated deployment model
Context Spanning
Recovery across “failure domains” tested regularly, including regional disasters
Service component isolation to avoid failure cascades.
Graceful Degradation and Drift Correction
Built-in workload management mechanisms to avoid catastrophic impact and degrade gracefully

17. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

18. The Office 365 service level agreement expresses uptime in this way:
What is Uptime?
The Office 365 service level agreement expresses uptime in this way:
𝑈𝑠𝑒𝑟 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 −𝑑𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝑈𝑠𝑒𝑟 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 ×100%
Why?
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 is desirable for remedy service credits.

19. What is Uptime?
The aggregate uptime of service components can also be expressed similarly:
𝑈𝑠𝑒𝑟 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 −𝑑𝑜𝑤𝑛𝑡𝑖𝑚𝑒 𝑈𝑠𝑒𝑟 𝑚𝑖𝑛𝑢𝑡𝑒𝑠 ×100%
The objective is to describe the risk of outage to an individual customer based on the aggregate uptime of the service.
CAUTION – This does not capture the full risk picture!

20. Looking Behind the Uptime Numbers
What are the caveats with this aggregate uptime number, particularly when it is used to compare different services?
Downtime that is not dependent on the number of users is still adjusted by the number of users.
The aggregate uptime is heavily dependent on the definition of downtime.
Different cloud services provide different functionality, making uptime hard to compare.
Productivity loss due to downtime differs by service.

21. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

22. Office 365 Service Communication Experiences
4/7/2017
Office 365 Service Communication Experiences
Experiences when Customers’ Access to Services are Impacted.
Planned Maintenance
Notification of planned service maintenance including transitions/upgrades, repair and update scenarios.
Service Alteration
Notification about changes to service features, capabilities or business terms of service.
Service Incident
Notification regarding major service interrupting incidents.
Account Lifecycle
Notification of milestones in the subscription lifecycle.
Channels
To: Customer
Service Health
Dashboard
Community
Facebook
Twitter
Post Incident
Review
Draft
© 2012 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.

23. Office 365 Service Level Agreement
Backed by the most responsive support available and a comprehensive 99.9% financially backed SLA

24. Ongoing Communication
Service Incident Communication Flow
Incident
Identification
Ongoing Communication
Post Incident
Wrap Up

25. Service Incident Communication Channels
4/7/2017
Service Incident Communication Channels
Service Health Dashboard
RSS Feed
Post Incident Review
Additional Actions
Community
Twitter
Facebook
© 2012 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.

26. Roles and Responsibilities
IMs are on-call engineers and core product group members with deep expertise in their relevant area
Determine scope of the outage
Determine root cause and fastest and best path to resolution
Incident Manager
CMs are on-call engineers and core product group members with deep expertise in their relevant area
Coordinate and supply issue information across internal teams
Post customer communications to SHD
Communication Manager
Update internal support communications
Monitor support channels
Support

27. Taxonomy for Service Incident Status
Description
SHD icon
Investigating
Monitors have indicated a service anomaly, and/or we have received reports of a potential service incident and we are currently investigating the reports.
Service Interruption
We have confirmed that the normal services are being impacted. We are taking immediate action to:
Understand the cause of the failure and
Determine best course of action to restore service(s).
Degraded Service
The services are currently experiencing degraded performance due to a service incident. Services are still active, but service responsiveness and/or delivery times may be slower than usual. We are currently working to restore normal service responsiveness.
Restoring Service
We have isolated the likely cause of the incident and are in the process of restoring normal services.
Extended Recovery
System services are restored. Due to existing backlog of items the services may be slower than usual while the backlog clears
Service Restored
Normal system services have been restored.

28. O365 Service Incident Notification Process
Incident Occurs
Service Health Dashboard (SHD) updated “investigating”
Incident Status posted to SHD
SHD updated until service restoration
Closure Summary posted to SHD
Post Incident Review
posted to SHD
Within 5 business days

29. Office 365 Planned Maintenance Communication
4/7/2017
Office 365 Planned Maintenance Communication
Type
Description
Channel
Planned Maintenance
Update
5 day prior notification of planned service maintenance that falls within approved maintenance timeframes.
Service Health Dashboard
Planned Maintenance Update (Outside Window)
Notification of planned service maintenance that falls outside the approved maintenance timeframes.
Service Health Dashboard, To: Customer
Transitions / Upgrades
Notification of service transitions and/or upgrades
Status
Description
SHD icon
Scheduled
(5 business days advance notice)
The planned maintenance activity has been scheduled.
In Progress
The planned maintenance activity is in progress. Please see the details for the expected time for completion.
Completed
The planned maintenance activity is complete.
Postponed
The planned maintenance activity has been postponed. Please see the details regarding the updated schedule
Cancelled
The planned maintenance activity has been cancelled
Draft
© 2012 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.

30. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

31. Productivity is Our Core Business
Microsoft is the company that businesses look to for the software they need to boost productivity and operate with efficiency, effectiveness, and intelligence.
Microsoft Office Division, the division that produces Office 365, produced over half of Microsoft’s operating income. For some of our competitors, productivity is a minor side business at best.

32. Office Software Stack Provides Resilience…
To Cloud Disruptions…
To Network Interruptions…
To The Realities Of Business Life

33. More Than Just Login
The Office 365 service level agreement covers all services – no exceptions!
The definition of downtime for Office 365 is more than the “server-side error rate” – it covers real functionality, when users are unable to read, write, access, send, receive data.

34. Every User Counts
The Office 365 service level agreement refers to all end users, not just those exceeding a particular threshold.

35. Testing, Not Wishful Thinking
The recovery time objective (RTO) and recovery point objective (RPO) are based on regular verification and what we believe we can deliver in a real disaster.
Some of our competitors claim a zero RTO and zero RPO, even if they have needed to restore from tape in the past!

36. Agenda What is the uptime in Office 365?
Why is it good? What does Microsoft do to make sure it is?
How do these numbers translate into my organization?
What happens when I have an outage?
How does our approach differ from our competitors?
What’s next? How does Microsoft make sure it keeps getting better?

37. Microsoft is Committed to Cloud Productivity Services

38. Office 365 Service Availability Experience is Good at the Start…

39. Commitment to Continuous Improvement
Quarterly Verification
Anomaly Detection
Improvement Development
Biweekly service updates
Feature and capability releases every 90 days
Major feature and capability releases every months

40. We’re Not Planning On Stopping
Microsoft Office 365 will continue to offers the most resilient and predictable service availability experience for the cloud.
Backed by the most responsive support available and a the most comprehensive financially backed SLA to reflect our commitment to meet your service availability needs.

41. In Review: Session Objectives and Takeaways
TechReady 14
4/7/2017
In Review: Session Objectives and Takeaways
Session Objective(s):
Learn how Office 365 is engineered for reliability and predictable service delivery
Understand the customer-facing information that provides insight into service availability and interruptions.
Describe the process of continuous improvement of service availability.
The picture is more nuanced than the numbers
Office 365 provides end-to-end reliability through a thoughtful product and service offering.
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.

42. Related Resources
Office 365 TechCenter: technet.microsoft.com/Office365
Office Client TechCenter: technet.microsoft.com/office
Office, Office 365 and SharePoint Demo Area Includes:
Office 365 IT Pro Command Center
Office 365 Data Center Exhibit

43. Resources Learning TechNet http://europe.msteched.com
Connect. Share. Discuss.
Microsoft Certification & Training Resources
TechNet
Resources for IT Professionals
Resources for Developers

44. Submit your evals online
4/7/2017 9:38 PM
Evaluations
Submit your evals online
© 2007 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.

45. 4/7/2017 9:38 PM
© 2012 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.
© 2009 Microsoft Corporation. All rights reserved. Microsoft, Windows, Windows Vista 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.