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.

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.

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.

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?

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?

Uptime in Office 365 – The Number 99.9%

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?

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

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

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

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

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

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

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

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

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

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?

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.

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!

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.

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?

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 Email 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.

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

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

Service Incident Communication Channels 4/7/2017 Service Incident Communication Channels Service Health Dashboard RSS Feed Post Incident Review Additional Actions Email 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.

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

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.

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

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 Email 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.

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?

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.

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

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.

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

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!

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?

Microsoft is Committed to Cloud Productivity Services

Office 365 Service Availability Experience is Good at the Start…

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 12-24 months

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.

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.

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

Resources Learning TechNet http://europe.msteched.com Connect. Share. Discuss. http://europe.msteched.com Microsoft Certification & Training Resources www.microsoft.com/learning TechNet Resources for IT Professionals http://microsoft.com/technet Resources for Developers http://microsoft.com/msdn

Submit your evals online 4/7/2017 9:38 PM Evaluations Submit your evals online http://europe.msteched.com/sessions © 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.

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.