Exchange day 2014 - Call For Support
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Exchange day 2014 - Call For Support
- 9. They are ordinary human.
- 30. Availability information of each service today Availability for preceding six days, along with details about the service disruption Proactive communication of planned maintenance, including dates and time
- 34. 365 Office
- 39. Office 365
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- ใช้ Translatorของ wordฉันมีปัญหาเกี่ยวกับ eDiscoveryเมื่อฉันทำถึงขั้นตอนการกรองข้อมูลซึ่งต้องกรอกคำหลักฉันไม่สามารถกรอกได้ฉันได้แนบภาพขั้นตอนนั้นมาด้วย
- Depending on an organizations needs and requirements, there are many options to obtain qualified support resources:The base support included with your Office 365 subscription provides rich chat, web and phone options, as well as other self-help support features through the Office 365 communityA full range of elevated support offerings for Office 365 organizations requiring a more personalized support experience are availableStrong Partner relationships mean a more scalable approach to meet customers service and support needs. Local or regional partners may have a more intimate relationship with organizations and have better understanding of their unique needs.
- Organizations have high expectations for support for an online service. With Office 365, we feel support does not start the moment you pick up the phone. Support starts before you notice a problem exists. We continually refine our systems and processes to provide a solution to you closer to the moment you encounter an issue.Self-healing features in Office 365 services allow us to recover from failures quickly. It is the confidence in these capabilities that make it easy for us to commit to a 99.9% financially backed service level agreementWe have self-help options (e.g. active Office 365 community forums, troubleshooters, content for top issues and other problems) which help you solve a problem on your own. Maybe you felt it was a quick and easy problem to solve, or you didn’t have time to get stuck on a phone call. Your time is valuable and self-help resources are there to help you solve those problems.When you need to talk to someone, we have assisted support resources available via chat, web or phone.
- Self-healing features in Office 365 services allow us to recover from failures quickly. It is the confidence in these capabilities that make it easy for us to commit to a 99.9% financially backed service level agreement. For example, replication features in the Exchange Online service allow us to keep at least 3 copies of a users mailbox so we can recover from a failure quickly and with no data loss. Moreover, at least one of those copies is in a geographically separate datacenter, which allows us to recover from a catastrophic failure in one of the datacenters.Recovery Time Objective (RTO) - is the duration of time and a service level within which a business processmust be restored after a disaster (or disruption) Recovery Point Objective (RPO) - is the maximum tolerable period in which data might be lost from an IT service due to a major incidentMicrosoft Online Services SLA Document - http://microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37RPO and RTO detail by O365 service (obtained from O365 Service Description Guides)Exchange OnlineNearly instantaneous RPO: Microsoft protects your Exchange Online data and makes a nearly instantaneous copy of your data.1 hour RTO: Organizations will be able to resume service within 60 minutes after service disruption if a disaster incapacitates a hosting data center.The following conditions apply to service continuity management:Please see the Office 365 Identity Service Description for recovery times and other details related to sign-in and provisioning of new users and new tenants.Client access after recovery from a service disruption typically does not require reconfiguration on the part of Exchange Online subscribers.To achieve the stated recovery times, customer networking infrastructure must honor the DNS record Time to Live (TTL) of 5 minutes. Customers that have customized their client DNS settings and set a longer TTL may experience longer recovery times.After RPO and RTO objectives are met, there is a period of time before full data center redundancy is restored for the service. For example, Data Center 1 fails but services are restored by resources in Data Center 2. There may be a period of time until services in Data Center 2 have service continuity support either by restored resources in Data Center 1 or new resources in Data Center 3. Service Level agreements apply during this time.You can obtain the most current information related to a service interrupting event by logging into the Service Health Dashboard at https://portal.microsoftonline.com. SharePoint OnlineSharePoint Online has set an RPO and RTO in the event of a disaster:1 hour RPO: Microsoft protects your SharePoint Online data and has a copy of that data that is equal to or less than 1 hour old.6 hour RTO: Organizations will be able to resume service within 6 hours after service disruption if a disaster incapacitates a hosting data center.The following conditions apply to service continuity management:See the Office 365 Identity Service Description for recovery times and other details related to sign-in and provisioning of new users and new tenants.To achieve the stated recovery times, customer networking infrastructure must honor the DNS record Time to Live (TTL) of 60 minutes. Customers that have customized their DNS infrastructure settings and set a longer TTL may experience longer recovery times. After RPO and RTO objectives are met, there is a period of time before full data center redundancy is restored for the service. For example, data center 1 fails but services are restored by resources in data center 2 there may be a period of time until services in data center 2 have service continuity support either by restored resources in data center 1 or new resources in data center 3. Service Level agreements apply during this time.You can obtain the most current information related to a service interrupting event by logging into the Service Health Dashboard at https://portal.microsoftonline.com/. Lync OnlineLync Online has set an RPO and RTO for client messaging services in the event of a disaster:30 minutes RPO: Microsoft protects your Lync Online data and makes a nearly instantaneous copy of your data locally. Data replicated across data centers may experience delay of up to 30 minutes. 3 hours RTO: Organizations will be able to resume service within 3 hours after service disruption if a disaster incapacitates a data center.The following conditions apply to service continuity management:See the Office 365 Identity Service Description for recovery times and other details related to sign-in and provisioning of new users and new tenants. Client access after recovery from a service disruption typically does not require reconfiguration on the part of Lync Online subscribers.To achieve the stated recovery times, customer networking infrastructure must honor the DNS record Time to Live (TTL) of 10 minutes. Customers that have customized their DNS infrastructure settings and set a longer TTL may experience longer recovery times. After RPO and RTO objectives are met, there is a period of time before full data center redundancy is restored for the service. For example, data center 1 fails but services are restored by resources in Data Center 2 there may be a period of time until services in Data Center 2 have service continuity support either by restored resources in Data Center 1 or new resources in Data Center 3. Service level agreements apply during this time.You can obtain the most current information related to a service interrupting event by logging into the Service Health Dashboard at https://portal.microsoftline.com.
- Office 365 administrators will have access to a service health dashboard within the Microsoft Online Portal, so they can view:The current health of the services on Office 365Planned maintenance events across the Office 365 servicesDetails and status of current and past issues impacting their organization
- With your Office 365 Subscription, you get a global network of experts with decades of knowledge of Microsoft productivity and collaboration tools, ready to assist via chat, web or phone. While phone support is included as part of the base offering for Office 365, our online issue submission form is designed to help you articulate your problem in a way our experts can solve your problem the quickest. Even more, we’re providing suggested solutions to your problem while your working to submit the issue to Microsoft. We know your time is valuable, and our chat, web and phone options are there to help you leverage the support option that works best for you.
- Professional Direct is an enhanced Professional Support offering, targeted at CTM customers between 250-2400 seats of O365 who are looking for elevated reactive support greater than what they can get through the subscription itself, but who aren’t large enough to justify Premier or Cloud Vantage. This offering is currently only available in the US, UK & Canada.The Professional Directvalue proposition is built onthree key pillars including “Elevated Support”, “EscalationServices” and “Ask the Experts Events”. Under “Elevated Support” Professional Direct customers get a heightened reactive support experience. Professional Direct customers will get priority routing with direct access to enterprise-trained engineers (Tier 2) via a new phone line. However, to maintain distance from Premier, Professional Direct customers will not have access to CritSit. The next pillar, “Escalation Services” is most analogous to TAM services in the Premier world. However, in Professional Direct, escalation services are delivered by a remote group of pooled support specialists,rather than a designated TAM. A customer who has already opened a ticket can contact the Escalation Desk for assistance if they feel their ticket needs corrective action or escalation. The Escalation Agent is then responsible for understanding the issue, determining if the ticket does indeed require escalation and if so, act as the customer’s advocate within support, making sure that the ticket is getting the traction it needs. Additionally, the Escalation Desk will provide more robust post-incident reviews including 1-off webinars after service impacting events, and help customers understand how upcoming changes may affect their environments.Then, under the “Ask the Expert Events” pillar, customers will get access a new website. There, customers can register for and attend 1:many, remote events where Microsoft experts will present on the most requested Office 365 topics including product & feature roadmaps, migration resources, IT administrator tips, end user adoption best practices and more. Built on modified Premier & BG-produced IP, these webinars will provide customers with the opportunity to interact with presenters during the live session and then download for on-demand viewing later. Customers will also have access to a monthly online publication that features top support issues and resources such as whitepapers, tips & tricks and more to help customers get the most out of their Office 365 purchase. Lastly, as an extra bonus included in the Professional Direct package, customers will get a 3-pack of professional support incidents for use with their on-premises Microsoft technologies. Primarily intended to mitigate tickets that start as service issues but are later identified as on-premises issues (for example, a co-existence issue), customers could equally choose to use these incidents for SQL or other unrelated on-premises reactive needs.
- We have a huge ecosystem of Office 365 partners ready to help you buy, use and deliver a quality experienceThe partners you choose from the Office 365 marketplace get a unique support experience from Microsoft Office 365 expertsWays partners can help you with Office 365:Before you buyBefore you start your Office 365 subscription, a partner can help you:Identify business needs and how Office 365 and other solutions can help solve them.Assess your current IT infrastructure, how it can be improved, and how to get ready for Office 365.Choose the right mix of Office 365 plans to get the services you need to achieve your business goals.Develop a roadmap for your IT investments going forward.Deploy a proof of concept environment so you can test Office 365 before making a larger commitment. After you buyOnce you have a plan for moving to Office 365, a partner can ensure success by:Providing comprehensive deployment and migration assistance to ensure that the transition is smooth. Configuring the services to meet your needs and customizing SharePoint Online to your specific needs/vertical.Managing services such as Lync Online conferencing.Training your users and IT administrators how to get the most out of Office 365.Performing administrative tasks such as resetting passwords and setting up new user accounts.Supporting users as an IT help desk.Providing add-on solutions to office 365, such as: Exchange Online/SharePoint Online personal archive, SharePoint Online workflows, document management solutions, etc.