August 22, 2011
On iconLast week’s Microsoft Office 365 cloud service interruption (don’t call it an outage) left a lot of users in the dark. So how is Microsoft making it up to its cloud service provider partners and customers? A 25 percent service credit on a monthly bill, according to a letter Redmond is circulating amongst the affected parties.
That letter, a copy of which was obtained by Mary Jo Foley at All About Microsoft, recaps the Office 365 issue and its resolution. It also details the steps Microsoft is taking to ensure it doesn’t happen again:
What actions have been taken to prevent a recurrence?
The data center’s networking facilities have been remediated and we are investigating the root cause.
We continue to monitor the overall network very closely to maintain high levels of service to customers.
As for the section regarding the service credit (emphasis courtesy of me):
We understand that any disruption in service may result in a disruption to your business. As a gesture of our commitment to ensuring the highest quality service experience Microsoft is proactively providing your organization a credit equal to 25% of your monthly invoice. The credit will appear on a future invoice, and you do not need to contact Microsoft to receive this credit. Please note, processing of the credit may take as long as 90 days.
So at the end of the day, Microsoft is sticking to its guns when it comes to hyping the reliability boost of Office 365 over predecessor Microsoft BPOS, which had its fair share of problems. But I’ll also bet some of those customers who have been making noise about the long Microsoft BPOS-to-Office 365 transition window settle down a little bit after this.
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