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Want credit for June's Exchange blackout? File a claim

Gregg Keizer | July 9, 2014
Microsoft will require companies to file individual claims if they want a service credit for the Exchange Online outage of last month.

Or at least that part of the bill that Microsoft says was for the Exchange Online service. "If you purchased Services as part of a suite or other single offer, the Applicable Monthly Service Fees and Service Credit for each Service will be pro-rated," the SLA states.

Although Microsoft in the past has proactively handed out service credits to all affected customers — it did just that after a pair of Exchange Online outages in November 2012 — it appeared it will require companies to submit claims for the latest incident. The claims process, as spelled out in the SLA, requires customers to describe the event; identify the duration of their outage, the number and location(s) of affected users; and spell out what they did, if anything, to resolve the outage.

Those claims must be submitted to Microsoft by the end of July for the June 24 outage.

Also in the PIR report, Microsoft gave more information on the cause of the service interruption, saying, "Investigation determined that a portion of Exchange Online directory infrastructure was in a degraded state, causing impact to Exchange Online Protection mail flow."

In other words, messages got stuck in the Exchange Online Protection (EOP) queue. EOP is Microsoft's spam filtering service for cloud-based Exchange accounts.


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