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5. AUGSEPOCTAUGSEPOCTAUGSEPTOCTAUGSEPOCT Americas 99.99% 99.95%99.97%99.98%99.99% 99.95%99.92% EMEA 99.99% 99.95%99.97%99.98%99.99% 99.95%99.92% APAC 99.99% 99.95%99.97%99.98%99.99% 99.95%99.99%

6. Online and offline functionalityActive load balancing Multiple levels of hardware and network Facilities and power redundancy with at least 2 datacenters per region Monitoring system attempts automated recovery actions and alerts 24x7 on-call engineer On-call engineers are core product group members in the relevant areas Detailed logging and tracing Recovery across failure domains regularly tested Service component isolation

7. Additional Channels Primary Channels

8. StatusDescription 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 ServiceMicrosoft has isolated the likely cause of the incident and is in the process of restoring service Extended RecoveryServices are restored and may be slower than usual Service RestoredNormal system services have been restored False PositiveThe service is healthy and a service incident did not actually occur Additional InformationThere is additional information provided Normal ServiceThe service is healthy ?

12. TypeDescriptionChannel Planned Maintenance Update 5 business days prior notification of planned service maintenance. Notification includes start and end time. Service Health Dashboard RSS Admin Feed (for subscribed admins)

13. Are published for Service Availability issues that span multiple customers Available within 5 business days Accessible via the Service Health Dashboard A PIR includes: Incident Information Summary Customer Impact Incident Start Date and Time Root Cause Next Steps

14. More detailed information around service updates Transparent non-customer impacting service hygiene Evaluate peak usage times and if needed schedule service maintenance during non peak times PIR downloadable document format from SHD 30 day view for PIRs

19. For Limited Set of Service Incidents Explanation of Incident Localized Content

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23. Migration A transfer of computer data from one system to another Moving from on-premises to Office 365 Moving from a legacy platform to Office 365 Transition A process in which something undergoes a change and passes from one state, stage, form, or activity to another Moving from BPOS service to the Office 365 service Moving from Live@Edu to the Office 365 service Upgrade The act or an instance of bringing something up to date Enabling new features for existing customers 23