Microsoft's BPOS cloud customers hit by multi-day email outage

Microsoft's BPOS cloud customers hit by multi-day email outage

Summary: What the heck has going on with Microsoft's Business Productivity Online Services (BPOS) platform this week?

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What the heck has going on with Microsoft's Business Productivity Online Services (BPOS) platform this week?

Microsoft officials warned customers of its BPOS bundle of hosted Exchange, SharePoint and Lync on Monday, May 10, that an upgrade of Exchange Online was slated to begin on May 12. Microsoft didn't tell users to expect any downtime as a result of the upgrade. Here's the update customers got on Monday:

But it seems something went wrong before May 12's upgrade ever began. Users are reporting there have been intermittent, multi-hour Exchange Online outages on May 10, 11 and 12 at different times in North America, Europe and Asia.

My ZDNet colleague Larry Dignan noted user reports in the Microsoft Online Tech Services forum of multiple BPOS outages over the past few days.

From what I can tell from talking to a handful of users, the outage seems to be Exchange Online specific, and to have affected customers for up to four hour periods over the past few days.

I've asked Microsoft for more details as to what went wrong and when the problem was expected to be ultimately resolved. I received this official statement from a company spokesperson, and was told this was all the Softies had to say:

"On May 12 starting at 9:10AM PDT, some BPOS-Standard customers served from the Americas region began experiencing delays sending and receiving e-mail. Microsoft Operations and Engineering teams are actively working the incident, and we are communicating with customers via our normal incident communication channels. We sincerely apologize to our customers for any inconvenience this incident may have caused them."

Shortly after I received that statement, the spokesperson sent me an update:

"This is a short update on work underway to resolve problems that have occurred with the Exchange Online Service on May 12 2011 and the actions that the team is taking to resolve these problems.

"Starting at 9:10am PDT, service monitoring detected malformed email traffic on the service. This malformed email traffic resulted in problems sending and receiving email until 10:03am PDT, when the problem was rectified. The offending mail was removed from the service, and service restored.  Email was delayed by ~45minutes during this time.

"A second issue was detected via monitoring at 11:35am PDT, with email stuck in end users outboxes. The issue was remediated at 12:04pm PDT. During this time, more than 1.5 million messages had queued on the service awaiting delivery.  This email is now flowing through the system, however because of this large volume of email, we are experiencing delays of as long as 3 hours.

"The team continues to work to fully resolve the issue, and will provide a full post mortem of this incident following service restoration, and also will provide additional updates on how our service level agreement (SLA) was impacted."

Microsoft declined to acknowledge or comment about May 10 or 11 problems reported by users.

Meanwhile, I saw this update from the Microsoft Online account on Twitter around 3 p.m. ET on May 12:

The dashboard referred to in the tweet above is visible only to paying BPOS customers. One of those North American customers sent me a picture that shows problems have been happening over the past three days:

(click on image above to enlarge)

"There have been various outages over last 48 hours. Not a good situation," said one Microsoft partner with whom I spoke. "Microsoft does not have a formal response ....if they had isolated the problem they would have issued a response. When this happened previously they responded quickly with the cause and SLA (service level agreement) remedy."

The Microsoft spokesperson said the team also declined to say whether the Exchange Online problems were related in any way to Microsoft moving from BPOS to Office 365,the successor to BPOS. The Office 365 launch has been rumored to be set for early June 2011.

The last widespread BPOS outages occured in the fall of 2010.

Anyone out there know more on what caused earlier BPOS issues this week?

Update: Around 9 p.m. ET on May 12, Corporate Vice President of Online Services Dave Thompson posted a more detailed explanation of the problems that hit Exchange Online, acknowledging that there were problems on Tuesday, as well. Thompson also apologized to customers in his blog post. Several of the commentators asked why Microsoft's health-status dashboard is password-protected, rather than freely visible to the public.

I've heard from several BPOS customers since my post that they've had serious service degradation complaints about Exchange Online for several weeks running and have not received much in the way of explanation from Microsoft support about what was going on.

Topics: Outage, CXO, Collaboration, Microsoft

About

Mary Jo has covered the tech industry for 30 years for a variety of publications and Web sites, and is a frequent guest on radio, TV and podcasts, speaking about all things Microsoft-related. She is the author of Microsoft 2.0: How Microsoft plans to stay relevant in the post-Gates era (John Wiley & Sons, 2008).

Kick off your day with ZDNet's daily email newsletter. It's the freshest tech news and opinion, served hot. Get it.

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21 comments
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  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    As a North American user of BPOS I have had zero interruptions to my service.
    Emails have been coming in and going out as usual.
    I spoke with several of my customers and they have not had issues either. So this may look a lot worse then it actually is.
    techrepublic@...
    • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

      @techrepublic@...
      "So this may look a lot worse then it actually is."
      The same can be said for anything the media touches.
      anono
      • It's pretty bad

        We have had thousands of users without ability to send or receive mail all day on Tuesday, and likewise today.
        sandypants
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    The situation is bad. I am getting emails at 5 am in the morning that was sent to me the day before. Email is intermitent, people are missing emails. The crazy part is that i can get some outside email. But internal email is non existent.
    hekker001
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    None of my clients, nor I have had any issues since last fall when it affected us for under 2 hours in total
    BlatchCA
  • Service Outage?

    No... you mean slow mail flow.... Mail has been processing slowly. Regardless those customers effected are also protected with a financially backed SLA so they get paid back if service is interrupted.
    jessiethe3rd
    • Right - 12 hours late

      @jessiethe3rd
      Is just "slow" I suppose. Maybe we should go back to interoffice memos. They would get there faster.
      sandypants
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    I'm not a heavy user so I only had 1 email delayed sent 1 hour. However I did have one client in DC area that had 3hr delays and lost emails. NOT good :(
    russ@...
  • Complete outages for multiple days

    Tuesday we had a complete outage for about 10 hours. Today outage and problems with mail delivery for about 9 hours so far. We have about 9,000 users on this. see:
    http://uits.arizona.edu/alertlist
    sandypants
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    It is pretty bad. On Tuesday we had 6 hours where all messages came out of order and were delayed by many hours. Wednesday had intermittent flow issues, Thursday a 90 minute lack of connectivity followed by 5+ hours of interrupted flow (hours long delays). It's been very disruptive.
    fussik
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    Well, it happened in my organization and caused quite a ruckus. But I must state for the record that this service outage has not caused me to reassesses my decision several years ago to adopt BPOS. Speaking only for myself, when I think of all the problems I had trying to manage Exchange Server on premises, I am very thankful for BPOS. My first Exchange Server was 3.5, and I've also experienced hosted Exchange by Rackspace and another top-tier hosted Exchange partner. We experienced downtime and mail flow issues with them, too.

    I've had some angry and frustrated users, who -- without email -- are completely helpless. It was a tough sell convincing them that this outage would likely result someday in a better MOS experience. It was hard even for me to swallow...

    Hosting my Exchange, SharePoint and other UC servers "in the cloud" has been a great benefit to us. I, for one, would not let this particular incident sway my resolve to online services.
    YellaJacket
  • The name says it all ....

    What else can you expect from a product named
    BPOS --> Big Piece of S@!t.
    wackoae
    • Huh? What makes you think we care what you ate for dinner?

      @wackoae
      so why even bring that word up?
      Will Pharaoh
      • Not sure what is your dietary diet

        @Will Pharaoh ... or cultural / family cuisine.

        But the last thing I think of when I see BPOS is food.
        wackoae
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    Surprising that Microsoft is only publishing stuff on their own servers. MS wants you to use their Exchange server, at 4500 plus 50 per client (user). They don't want you to use free Cloud Services. So they offer CS that fails to give you the false impression that it all fails.<br><br>MS...please...you've been around too long. We know you. We know your methods. Get over it already!
    The Danger is Microsoft
  • Weeks of problems

    This just caps off weeks of problems for our many users. We've been having daily service problems going back to the middle of last month. It's crazy and it's really impacted our relationship with our clients.
    Da Kahuna
  • RE: Microsoft's BPOS cloud customers hit by multi-day email outage

    This could prove to be a major setback for the Sales folks in their efforts to sell Microsoft?s Cloud offering. One of the first concerns from Customers is downtime or outages. The industry discussion focuses on 99.99% to 99.999% downtime (which is essentially just a few simple hours per year). In this case, email was interrupted for 3 days. Customers in the Health and Defense industries will be particular concerned by this news.
    danmaly
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