Transcript Document
What is the communications philosophy? What are the various communication types and channels? What happens when I have an outage? What is the Service Health Dashboard? What are Post Incident Reports ? How does Microsoft approach change management communication? What is the future direction of Office 365 Service communication? 3 Communications Philosophy One Office One approach, one voice Transparent Demonstrate openness and authenticity Accurate Predictable Self-Service Share the details we know Let customers know what to expect Centralized information Communications Channels Channel Message Center Usage Contained within the admin console and is used for communicating directly to customers Service Health Dashboard Contained within the admin console and is used for communicating targeted service status Direct to admin communications via email Direct-to-Customer Communications Email Office 365 Technology Blog Outbound Marketing Used to broadly communicate about new features and capabilities of the Office 365 service Office 365 Community (Blogs, Forums, Wikis) Used to broadly communicate greater details and more technical information as well as prescriptive guidance Twitter Social media channel for amplifying Office 365 messages Additional Channels Primary Channels Service Health Dashboard First and Best Content Regional Updated Hourly Emergency Broadcast System will automatically redirect customers http://status.office365.com Status Description 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 Service Microsoft has isolated the likely cause of the incident and is in the process of restoring service Extended Recovery Services are restored and may be slower than usual Service Restored Normal system services have been restored False Positive The service is healthy and a service incident did not actually occur Additional Information There is additional information provided Normal Service The service is healthy SHD icon ? Click on “View history for past 30 days” Click on “Incident ID”” Roles and Responsibilities RSS Feed Regional Tenant Admin Points to SHD Community http://community.office365.com Forums are helpful resource Technet or local marketing site is used in countries without full community site. Twitter @Office365 To: Customer Email For Limited Set of Service Incidents Explanation of Incident Localized Content Are published for Service Availability issues that span multiple customers Available within 5 business days Downloadable document accessible from SHD 30 day historical view in SHD A PIR includes: • Incident Information • Summary • Customer Impact • Incident Start Date and Time • Root Cause • Next Steps New survey feedback option Click on “Postincident report published” Post incident review Service review Improvement Next steps determined Focus is on future protection from Solid next steps similar issues Tracked through delivery within 5 days within 30 days 10 additional changes in comprehensive plan 1 immediate next step in PIR Type Description Channel 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) Continuous innovation with confidence and control Deliver new features and value Build trust and compliance Respond to customer feedback through agile development Monthly release cadence Security comes first Direct feedback Minor & major updates Evolving standards Real-time information Up-to-date, no patching Common support issues Insights to help manage change Direct to customer communications | Organizational readiness content http://blogs.office.com/b/office365tech In-product notification of critical changes and new features coming to Office 365. Complimentary to other communications like service alert emails and the Office 365 technology blog. Provides details on changes and highlights required admin actions. Primary service alteration communication channel Tailored to your environment: only those actions you must take appear 34 Supporting service alteration communication channel Nearly every task has an FAQ covering • The technical task required • Why the change is important • What happens if you don’t take action Upgrade in 2013 Microsoft sets the rhythm and cadence of upgrades Office Deployment Tool available now Communication rhythm Notice at about 4 weeks and exactly 2 weeks prior Must postpone at least 7 days prior to upgrade Primary upgrade communication channel Communicates two important dates: • First email includes postpone deadline • Second email includes exact upgrade date 39 Supporting upgrade communication channel Provides detailed information about the service upgrade experience, including: • How postpone works • How “Early Upgrade” (a.k.a. pilot) works • What to expect during and after the upgrade • How to install Office 365 ProPlus preupgrade http://community.office365.com Best experience Latest version of Internet Explorer Recommended Current and previous versions Internet Explorer Latest versions of Chrome, Firefox and Safari Best experience Office 365 ProPlus Recommended Any Office client in mainstream support Not recommended Office clients in extended support Best experience Latest version of Windows or MacOS Supported Any supported version of Windows or MacOS Web browser Office client Operating system Commercially reasonable support 12 months’ notice of substantial user experience degradation More detailed information and programmatic approach around service updates and service incidents In Product Notifications Transparent non-customer impacting service maintenance Tenant Level Reporting Alternate forms of Service Health Notification Thank you! https://twitter.com/Office365 3724282 http://www.linkedin.com/groups/Microsoft-Office-365- www.microsoft.com/garage : http://fasttrack.office.com//