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Additionally, Microsoft's Jha made a formal apology in his blog post, extending a service credit to those customers who were impacted by the outage.
"I'd like to apologize to you, our customers and partners, for the obvious inconveniences these issues caused," Jha wrote. "We know that email is a critical part of your business communication, and my team and I fully recognize our responsibility as your partner and service provider. We will provide a post mortem, and will also provide additional updates on how our service level agreement (SLA) was impacted. We will be proactively issuing a service credit to our impacted customers."
Comments posted to Jha's blog are mixed, with some praising Microsoft for detailing the cause of the outages. "I truly appreciate the transparency reflected in this post," wrote one subscriber. "I hope it is perpetuated throughout Microsoft. O365 is a journey that we are in together and this transparency makes me as a customer feel more like a partner in this journey."
Others aren't as forgiving. "I appreciate the fact that you have provided an update with an actual explanation," a subscriber wrote. "However, that doesn't excuse the terrible communication and process failure that occurred during the outage. In addition to addressing the technical issues that caused both of these outages, Microsoft also needs to address the monitoring and communications processes."