Cloud should stay up forever, right? Well, no.

Posted on by Hayes Jupe

Last month there was an outage in the Azure – South Central US region, which, by reports, seemed to have some knock on effects for other regions.

This was reported at:

In the discussions that followed with our customers, particularly with those currently considering their digital transformation strategies including moves to Office 365 and/or Azure, some expressed varying levels of concern. This prompted some very valuable debate around Adexis and what we feel are some important viewpoints when it comes to digital transformation. Here were some of our thoughts;

Outages happen

Even with the enterprise-grade resources of Microsoft (or Amazon), 100% uptime of any service over a long period of time is not realistic. Between hardware issues, software bugs, scheduled downtime and human error, something, at some point will go wrong – just like in your on-premise environment. With all the buzz around cloud, it can sometimes be easy to forget that this is essentially just an IT environment somewhere else maintained by someone else. Like any IT environment, it is still reliant on humans and physical hardware which will inevitably experience failures of service from time to time.

Control and visibility

When an outage happens on-premise, the local IT team are able to remediate and have as much information as it’s possible to have – and can provide their users with detailed information regarding the restoration of service. Everything is in the hands of the local IT team (or the company to which it has been outsourced).
When an outage happens with Azure, the amount of information the local IT team has is minimal in comparison. Microsoft’s communication during O365/Azure outages varies, however, ETA’s and other information is generally vague at best. All control is with Microsoft and all the local IT team can say to staff is “Microsoft are working on it”. While Microsoft may be able to resolve the situation faster than you could on site (or not), the lack of visibility and control can sometimes be daunting. It’s not all doom and gloom though. In situations where the issue would need to be escalated to Microsoft anyway (i.e. premier support), the criticality of an international user-base can often mean a greater focus from Microsoft and inherently a faster resolution than what would be achieved for your single company.

Site resilience

Azure has many features which enable site resilience to protect a single data centre failure – but sometimes these are not used. This could be down to flawed design of services or simple cost saving. When architecting your environment (or engaging the experts at Adexis to provide these specialist services), it’s important you carefully consider your DR and BCP plans and ensure you have the redundancy built into your environment that matches those requirements. This is not unique to either cloud or on-premise and always must be carefully considered.

Root cause

It’s not uncommon for on-premise service outages to be “fixed” by a reboot. Root cause analysis and effective problem management is something that while nice, not many IT teams have time to complete.
Microsoft have the resources to perform these functions to great depth and in-fact their brand depends on it. A complete root cause analysis feeds back into improvement of their overall operations, which leads to greater consumer confidence and therefore greater penetration into the market. They also literally have access to the source code for the operating systems and many apps, in addition to strong relationships with hardware vendors to be able to get patches/fixes in times that all of us can only dream of.
While Microsoft has been known to hold their cards close to their chest at times in terms of releasing the real root cause of outages, they are definitely invested in resolving those root causes behind the scenes and preventing further outages. This means that the environment remains far more up to date and typically, far more robust than an on-premise environment.

SLA

While Microsoft might suffer reputational damage as the result of an outage, do not expect any form of meaningful compensation
The finically backed SLA that salespeople spruik is a joke – http://www.microsoftvolumelicensing.com/DocumentSearch.aspx?Mode=3&DocumentTypeId=37
This is table for many services (but it does vary depending on specific services)

NameRelease DateVersionLink
Exchange Server 2013 CU817 March 201515.00.1076.009
Exchange Server 2013 CU79 December 201415.00.1044.025
Exchange Server 2013 CU626 August 201415.00.0995.029
Exchange Server 2013 CU527 May 201415.00.0913.022
Exchange Server 2013 SP125 February 201415.00.0847.032
Exchange Server 2013 CU325 November 201315.00.0775.038
Exchange Server 2013 CU29 July 201315.00.0712.024
Exchange Server 2013 CU12 April 201315.00.0620.029
Exchange Server 2013 RTM3 December 201215.00.0516.032
Exchange Server 2010 SP3 Update Rollup 9 17 March 201514.03.0235.001
Exchange Server 2010 SP3 Update Rollup 8 v2 12 December 201414.03.0224.002
Exchange Server 2010 SP3 Update Rollup 8 (recalled)9 December 201414.03.0224.001
Exchange Server 2010 SP3 Update Rollup 7 26 August 201414.03.0210.002
Exchange Server 2010 SP3 Update Rollup 6 27 May 201414.03.0195.001
Exchange Server 2010 SP3 Update Rollup 5 24 February 201414.03.0181.006
Exchange Server 2010 SP3 Update Rollup 4 9 December 201314.03.0174.001
Exchange Server 2010 SP3 Update Rollup 3 25 November 201314.03.0169.001
Exchange Server 2010 SP3 Update Rollup 2 8 August 201314.03.0158.001
Exchange Server 2010 SP3 Update Rollup 1 29 May 201314.03.0146.000
Exchange Server 2010 SP312 February 201314.03.0123.004
Exchange Server 2010 SP2 Update Rollup 8 9 December 201314.02.0390.003
Exchange Server 2010 SP2 Update Rollup 7 3 August 201314.02.0375.000
Exchange Server 2010 SP2 Update Rollup 6 12 February 201314.02.0342.003
Exchange Server 2010 SP2 Update Rollup 5 v2 10 December 201214.02.0328.010
Exchange Server 2010 SP2 Update Rollup 5 13 November 201214.03.0328.005
Exchange Server 2010 SP2 Update Rollup 4 v2 9 October 201214.02.0318.004
Exchange Server 2010 SP2 Update Rollup 4 13 August 201214.02.0318.002
Exchange Server 2010 SP2 Update Rollup 3 29 May 201214.02.0309.002
Exchange Server 2010 SP2 Update Rollup 2 16 April 201214.02.0298.004
Exchange Server 2010 SP2 Update Rollup 1 13 February 201214.02.0283.003
Exchange Server 2010 SP24 December 201114.2.247.5
Exchange Server 2010 SP1 Update Rollup 8 10 December 201214.01.0438.000
Exchange Server 2010 SP1 Update Rollup 7 v3 13 November 201214.01.0421.003
Exchange Server 2010 SP1 Update Rollup 7 v2 10 October 201214.01.0421.002
Exchange Server 2010 SP1 Update Rollup 7 8 August 201214.01.0421.000
Exchange Server 2010 SP1 Update Rollup 6 27 October 201114.01.0355.002
Exchange Server 2010 SP1 Update Rollup 5 23 August 201114.1.339.1
Exchange Server 2010 SP1 Update Rollup 4 27 July 201114.1.323.6
Exchange Server 2010 SP1 Update Rollup 3 6 April 201114.01.0289.007
Exchange Server 2010 SP1 Update Rollup 2 9 December 201014.01.0270.001http://support.microsoft.com/?kbid=2425179
Exchange Server 2010 SP1 Update Rollup 1 4 October 201014.1.255.2http://support.microsoft.com/?kbid=2407082
Exchange Server 2010 SP123 August 201014.01.0218.015http://technet.microsoft.com/en-us/library/ff728620(EXCHG.141).aspx
Exchange Server 2010 Update Rollup 5 13 December 201014.0.726.0http://support.microsoft.com/?kbid=2407113
Exchange Server 2010 Update Rollup 4 10 June 201014.0.702.1http://support.microsoft.com/?kbid=982639
Exchange Server 2010 Update Rollup 3 13 April 201014.0.694.0http://support.microsoft.com/?kbid=981401
Exchange Server 2010 Update Rollup 2 4 March 201014.0.689.0http://support.microsoft.com/?kbid=979611
Exchange Server 2010 Update Rollup 1 9 December 200914.0.682.1http://support.microsoft.com/?kbid=976573
Exchange Server 2010 RTM9 November 200914.00.0639.021http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=884b5e4c-912c-4335-8b35-432aba919535
Exchange Server 2007 SP3 Update Rollup 16 17 March 201508.03.0406.000
Exchange Server 2007 SP3 Update Rollup 15 9 December 201408.03.0389.002
Exchange Server 2007 SP3 Update Rollup 14 26 August 201408.03.0379.002
Exchange Server 2007 SP3 Update Rollup 13 24 February 201408.03.0348.002
Exchange Server 2007 SP3 Update Rollup 12 9 December 201308.03.0342.004
Exchange Server 2007 SP3 Update Rollup 11 13 August 201308.03.0327.001
Exchange Server 2007 SP3 Update Rollup 10 11 February 201308.03.0298.003
Exchange Server 2007 SP3 Update Rollup 9 10 December 201208.03.0297.002
Exchange Server 2007 SP3 Update Rollup 8-v3 13 November 201208.03.0279.006
Exchange Server 2007 SP3 Update Rollup 8-v2 9 October 201208.03.0279.005
Exchange Server 2007 SP3 Update Rollup 8 13 August 201208.03.0279.003
Exchange Server 2007 SP3 Update Rollup 7 16 April 201208.03.0264.000
Exchange Server 2007 SP3 Update Rollup 6 26 January 20128.03.0245.002
Exchange Server 2007 SP3 Update Rollup 5 21 September 20118.03.0213.001
Exchange Server 2007 SP3 Update Rollup 4 28 May 20118.03.0192.001
Exchange Server 2007 SP3 Update Rollup 3-v2 30 March 20118.03.0159.002
Exchange Server 2007 SP3 Update Rollup 2 10 December 20108.03.0137.003http://support.microsoft.com/?kbid=2407025
Exchange Server 2007 SP3 Update Rollup 1 9 September 20108.03.0106.002http://support.microsoft.com/?kbid=2279665
Exchange Server 2007 SP37 June 20108.03.0083.006http://technet.microsoft.com/en-us/library/ff607233(EXCHG.80).aspx
Exchange Server 2007 SP2 Update Rollup 5 7 December 20108.2.305.3http://support.microsoft.com/?kbid=2407132
Exchange Server 2007 SP2 Update Rollup 4 9 April 20108.2.254.0http://support.microsoft.com/?kbid=989381
Exchange Server 2007 SP2 Update Rollup 3 17 March 20108.2.247.2http://support.microsoft.com/?kbid=979784
Exchange Server 2007 SP2 Update Rollup 2 22 January 20108.2.234.1http://support.microsoft.com/?kbid=972076
Exchange Server 2007 SP2 Update Rollup 1 19 November 20098.2.217.3http://support.microsoft.com/?kbid=971534
Exchange Server 2007 SP224 August 20098.02.0176.002http://www.microsoft.com/downloads/details.aspx?FamilyID=ee7829a3-0ae8-44de-822c-908cd1034523&displaylang=en
Exchange Server 2007 SP1 Update Rollup 10 13 April 20108.1.436.0http://support.microsoft.com/?kbid=981407
Exchange Server 2007 SP1 Update Rollup 9 16 July 20098.1.393.1http://support.microsoft.com/?kbid=970162
Exchange Server 2007 SP1 Update Rollup 8 19 May 20098.1.375.2http://support.microsoft.com/?kbid=968012
Exchange Server 2007 SP1 Update Rollup 7 18 March 20098.1.359.2http://support.microsoft.com/?kbid=960384
Exchange Server 2007 SP1 Update Rollup 6 10 February 20098.1.340.1http://support.microsoft.com/?kbid=959241
Exchange Server 2007 SP1 Update Rollup 5 20 November 20088.1.336.1http://support.microsoft.com/?kbid=953467
Exchange Server 2007 SP1 Update Rollup 4 7 October 20088.1.311.3http://support.microsoft.com/?kbid=952580
Exchange Server 2007 SP1 Update Rollup 3 8 July 20088.1.291.2http://support.microsoft.com/?kbid=949870
Exchange Server 2007 SP1 Update Rollup 2 9 May 20088.1.278.2http://support.microsoft.com/?kbid=948016
Exchange Server 2007 SP1 Update Rollup 1 28 February 20088.1.263.1http://support.microsoft.com/?kbid=945684
Exchange Server 2007 SP129 November 20078.01.0240.006http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=5770bd59-376e-42ec-b940-be6225cd97ff
Exchange Server 2007 Update Rollup 7 8 July 20088.0.813.0http://support.microsoft.com/?kbid=953469
Exchange Server 2007 Update Rollup 6 21 February 20088.0.783.2http://support.microsoft.com/?kbid=942846
Exchange Server 2007 Update Rollup 5 25 October 20078.0.754.0http://support.microsoft.com/?kbid=941421
Exchange Server 2007 Update Rollup 4 23 August 20078.0.744.0http://support.microsoft.com/?kbid=940006
Exchange Server 2007 Update Rollup 3 28 June 20078.0.730.1http://support.microsoft.com/?kbid=935999
Exchange Server 2007 Update Rollup 2 8 May 20078.0.711.2http://support.microsoft.com/?kbid=935490
Exchange Server 2007 Update Rollup 1 17 April 20078.0.708.3http://support.microsoft.com/?kbid=930809
Exchange Server 2007 RTM8 March 20078.0.685.25http://www.microsoft.com/downloads/details.aspx?displaylang=en&FamilyID=2600cab1-bf60-49bd-bef5-cb80083275ad
Exchange Server 2003 post-SP2 (KB956398)1 August 20086.5.7654.4http://support.microsoft.com/kb/956398
Exchange Server 2003 post-SP2 (KB951061)1 March 20086.5.7653.33http://support.microsoft.com/kb/951061
Exchange Server 2003 SP219 October 20056.5.7683http://support.microsoft.com/?kbid=906669
Exchange Server 2003 SP125 May 20046.5.7226http://www.microsoft.com/downloads/details.aspx?familyid=A49560AD-4C8B-4449-9947-B054D7F12CCE&displaylang=en
Exchange Server 2003 RTM28 September 20036.5.6944
Exchange Server 2000 post-SP31 August 20086.0.6620.7
Exchange Server 2000 post-SP31 March 20086.0.6620.5
Exchange Server 2000 post-SP31 August 20046.0.6603
Exchange Server 2000 post-SP31 April 20046.0.6556
Exchange Server 2000 post-SP31 September 20036.0.6487
Exchange Server 2000 SP318 July 20026.0.6249
Exchange Server 2000 SP229 November 20016.0.5762
Exchange Server 2000 SP121 June 20016.0.4712
Exchange Server 2000 RTM29 November 20006.0.4417
Exchange Server version 5.5 SP41 November 20005.5.2653
Exchange Server version 5.5 SP39 September 19995.5.2650
Exchange Server version 5.5 SP223 December 19985.5.2448
Exchange Server version 5.5 SP15 August 19985.5.2232
Exchange Server version 5.53 February 19985.5.1960
Exchange Server 5.0 SP219 February 19985.0.1460
Exchange Server 5.0 SP118 June 19975.0.1458
Exchange Server 5.0 RTM23 May 19975.0.1457
Exchange Server 4.0 SP55 May 19984.0.996
Exchange Server 4.0 SP428 March 19974.0.995
Exchange Server 4.0 SP329 October 19964.0.994
Exchange Server 4.0 SP219 July 19964.0.993
Exchange Server 4.0 SP11 May 19964.0.838
Exchange Server 4.0 RTM11 June 19964.0.837

A 31 day month has 44,640 minutes, 2,232 minutes is 5% of that. So the service would have to be down a whopping 37.2 hours to get back 100% of your fees for that month only, and the compensation is in the form of a service credit off next month’s bill.
How to claim this service credit is detailed on page 5 of the document and basically, the onus is on you to prove that there was an outage and submit the paperwork within 2 months. A separate claim must be created for each service. What this essentially means is it’s usually more effort than it’s worth to log the claim for the service credits.

In Summary

Outages for cloud services must be anticipated, just like outages to on-premise services. The attitude of “It’s in the cloud so it’s not our problem” is simply not realistic and likely to catch you out, unprepared.
If you have vital services that you are considering moving to Azure (or AWS, or anywhere else), rest assured it can be safe to do so, but make sure you allow for site resiliency in your design and costing.

Adexis is neither pro, nor anti cloud. Unlike many other vendors, we have no skin in the game, no incentive to push you in one direction or the other. We are completely independent and can provide you with unbiased specialist advice on what is best for your environment and your business, including the pros and cons of staying on-premise or moving to the cloud for each service.

Every environment is different when it comes to security requirements, IT skillset, hardware availability, CapEx vs OpEx spend and a range of other factors – and these all feed into what is the best solution for your business.

If you’d like to explore your IT strategy further, please be sure to give us a call.

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