Topic Last Modified: 2014-01-21
Microsoft works to ensure continued improvement and satisfaction with Microsoft Office 365 technical and non-technical support services through rigorous service management practices. These practices promote effective and efficient resolution of service incidents—as well as the avoidance incidents and problems—through the monitoring and evaluation of Office 365 metrics and internal processes.
This service description offers a high-level account of the service management practices used with organizations subscribed to Office 365 for enterprises dedicated plans and ITAR-support plans. It addresses service management practices in two main areas:
Service Level Management roles and processes. The Service Level Management program used by Microsoft provides established roles and processes. Included are the assignment of an individual—the Services Resource—to coordinate interactions between your organization and Microsoft teams, a formal process for responding to incidents, a formal escalation process for incidents that impact service level agreements (SLAs), regular service review meetings, and regular reporting on service availability and key performance indicators (KPIs).
Service Management as a Service (SMaaS) program. The SMaaS program helps your organization better integrate its on-premise operations with the operations of Office 365. The SMaaS program delivers a set of tools and practices that provide you with greater exposure to Microsoft performance metrics and greater input as to which metrics are made available to your organization. The program also enables seamless integration of your on-premise processes and process interaction with Office 365.
In addition to this service description, you may also want to review the Support service description for Office 365 Dedicated plans to learn more about Office 365 technical support, incident severity assignments and response times for support issues, and incident response management.