服務健康狀況和持續性Service health and continuity

Microsoft 系統管理員可以查看服務的狀態,並找出維護排程的時間。Microsoft admins can view the status of services and find out when maintenance is scheduled. 服務健康資訊可隨時登入。Service health information is available at any time by signing in.

注意

如果您使用 21Vianet 所操作的 Office 365,以下的部分資訊可能不適用。If you are using Office 365 operated by 21Vianet, some of the information below might not apply. 相反地,請參閱 21Vianet 服務層次協議Instead, see the 21Vianet service level agreement.

檢視服務狀態View Status of Services

服務健康情況區段會顯示服務的目前狀態,以及服務中斷及中斷的詳細資料。The Service health section shows the current status of the service and details about service disruptions and outages. 計畫的維護資訊可在訊息中心上取得。Planned maintenance information is available on the Message Center. 如需詳細資訊,請參閱檢視您服務的狀態For more information, see View the status of your services.

服務事件Service incidents

服務事件為可影響服務傳遞的事件。A service incident is an event that affects the delivery of a service. 服務事件可能是由 Microsoft 資料中心中的硬體或軟體故障、客戶與 Microsoft 之間的錯誤網路連線,或是主要的資料中心挑戰(如火災、洪水或地區災難)所造成。Service incidents may be caused by hardware or software failure in the Microsoft data center, a faulty network connection between the customer and Microsoft, or a major data center challenge such as fire, flood, or regional catastrophe. 大多數的服務意外事件皆可使用 Microsoft 技術與程序解決方案,在短時間內解決。Most service incidents can be addressed using Microsoft technology and process solutions and are resolved within a short time. 但是,部分服務意外事件可能更為嚴重,且會導致較長期的服務中斷。However, some service incidents are more serious and can lead to longer term outages.

服務可能無法使用時,有兩種通知類型:There are two types of notifications about times when services may not be available:

  • 計畫的維護事件: 規劃維護是針對基礎結構和軟體應用程式的定期 Microsoft 發起服務更新。Planned maintenance events: Planned maintenance is regular Microsoft-initiated service updates to the infrastructure and software applications. 規劃的維護通知會告知客戶可能會影響 Microsoft 服務功能的服務運作。Planned maintenance notifications inform customers about service work that might affect the functionality of a Microsoft service. 透過 Microsoft 365 系統管理中心的郵件中心,所有的計畫維護都有超過五天后,客戶便會收到通知。Customers are notified no later than five days in advance of all planned maintenance through Message Center on the Microsoft 365 admin center. 根據區域時區的情形,Microsoft 一般會規劃維護,以瞭解服務的使用頻率為最低。Microsoft typically plans maintenance for times when service usage is historically at its lowest based on regional time zones.

  • 意外停機時間: 當其中一個服務無法使用或無回應時,就會發生意外的服務事件。Unplanned downtime: Unplanned service incidents occur when one of the services is unavailable or unresponsive.

最近世界上線時間Recent worldwide uptimes

移至雲端服務不一定意味著會失去知道即將發生的功能。Moving to a cloud service shouldn't mean losing the ability to know what's going on. 使用 Office 365 時,它不會。With Office 365, it doesn't. 我們的作業中的目標是透明的,因此您可以監視服務的狀態、追蹤問題,並提供可用性的歷史視圖。We aim to be transparent in our operations so you can monitor the state of your service, track issues, and have a historical view of availability. 下表顯示最近的全球運作時間資料。The following tables show recent worldwide uptime data.


20202020
季度Q1
推出Q2
Q3Q3
Q4Q4
99.98%99.98%




20192019
季度Q1
推出Q2
Q3Q3
Q4Q4
99.97%99.97%
99.97%99.97%
99.98%99.98%
99.98%99.98%

20182018
季度Q1
推出Q2
Q3Q3
Q4Q4
99.99%99.99%
99.98%99.98%
99.97%99.97%
99.98%99.98%

20172017
季度Q1
推出Q2
Q3Q3
Q4Q4
99.99%99.99%
99.97%99.97%
99.98%99.98%
99.99%99.99%

通知原則Notification policy

服務事件發生時,Microsoft 會辨識及時、鎖定目標且正確的通訊對客戶很重要。When a service incident occurs, Microsoft recognizes that timely, targeted, and accurate communications are critical for customers. Microsoft 會在 Microsoft 365 系統管理中心更新租使用者特有的服務健康情況儀表板(SHD),以通知系統管理員。Microsoft notifies administrators by updating the tenant-specific Service Health Dashboard (SHD) on the Microsoft 365 admin center. 服務事件更新是以每小時的節奏提供,或者,如果需要不同的節奏,就會在 SHD 通訊發佈中加以說明。Service incident updates are provided on an hourly cadence or, if a different cadence is required, it will be stated in the SHD communication posting.

服務健康狀況的通訊通道Service Health Communication Channels

管理應用程式Admin App

組織管理員的系統管理員應用程式可讓您在旅途上連線到組織的 Microsoft 服務狀態。The Admin App for organization administrators gives you the ability to connect with your organization's Microsoft service status on the go. Microsoft 系統管理員可以從其行動裝置查看服務健康情況資訊與維護狀態更新。Microsoft administrators will have the ability to view service health information and maintenance status updates from their mobile devices. 如需詳細資訊,請造訪系統管理 App 常見問題集For more information, visit the Admin App FAQ.

Microsoft System Center 2012 R2 的 Office 365 管理組件Office 365 Management Pack for Microsoft System Center 2012 R2

Microsoft System Center 是可協助您管理資料中心、用戶端裝置和混合雲端 IT 環境的整合式管理平台。Microsoft System Center is an integrated management platform that helps you manage data center, client devices, and hybrid cloud IT environments. 使用 System Center 的 Microsoft 系統管理員現在可以選擇匯入 Office 365 管理元件,讓他們可以在 System Center 的 Operations Manager 中查看所有服務通訊。Microsoft administrators who use System Center now have the option to import the Office 365 Management Pack, which lets them view all service communications within Operations Manager in System Center. 使用此工具可讓您存取您已訂閱服務的狀態、作用中及已解決服務事件及訊息中心通訊。Using this tool gives you access to the status of your subscribed services, active and resolved service incidents, and your Message Center communications. 如需詳細資訊,請在 Microsoft 下載中心取得Microsoft System Center Management Pack For Office 365For more information, get the Microsoft System Center Management Pack for Office 365 in the Microsoft Download Center.

Office 365 服務通訊 APIOffice 365 Service Communications API

Office 365 服務通訊 API 可讓您以您想要的方式存取服務通訊。The Office 365 Service Communications API lets you access service communications the way you want. 使用此 API,您可以建立或連接工具以服務通訊,並可能簡化您監視環境的方式。With this API, you have the ability to create or connect your tools to service communications, potentially simplifying how you monitor your environment. 服務通訊 API 可讓您在環境中監視下列專案:The Service Communications API lets you monitor the following in your environment:

  • 即時服務健康狀況Real-time service health

  • 訊息中心通訊Message Center communications

如需詳細資訊,請參閱Office 365 服務通訊 API 參考For more information, see the Office 365 Service Communications API reference.

事件後續檢閱Post-incident reviews

Microsoft 對於持續改善服務的承諾包括針對對客戶產生影響的意外服務事件之分析,以至將未來重複發生的機會降至最低。Microsoft's commitment to continuous improvement involves analysis of unplanned customer-impacting service incidents to minimize future recurrence.

未計畫的服務事件定義為影響服務的服務使用狀況的多承租人服務中斷,並在服務健康情況儀表板上宣告為如此。Unplanned service incidents are defined as multi-tenant service disruptions that impact service usage as defined by our service SLAs, and have been declared as such on the Service Health Dashboard.

針對未計畫的客戶影響服務事件,在這種情況下,在大量組織中有廣泛且顯而易見的影響,將會透過您的服務健康情況儀表板在事件解決的48小時內傳遞預備事件後檢查(PIR),並在五個工作日內進行最後的 PIR。For unplanned customer-impacting service incidents in which there was broad and noticeable impact across a large number of organizations, a preliminary Post-Incident Review (PIR) will be delivered via your Service Health Dashboard within 48 hours of incident resolution, followed by a final PIR within five business days. 詳細 PIR 報告包含下列專案:The detailed PIR report includes:

  • 使用者經驗和客戶影響User experience and customer impact

  • 事件開始和結束日期/時間Incident start and end date/time

  • 影響與解決方法的詳細時程表Detailed timeline of impact and resolution measures

  • 根本原因分析和為持續改進所採取的動作Root cause analysis and actions being taken for continuous improvement

在所有其他服務事件中,服務健康情況儀表板會提供事件結束摘要,包括事件的最後摘要、初步的根本原因、開始和結束時間,以及詳述後續步驟的資訊。For all other service incidents, the Service Health Dashboard will provide an incident closure summary including a final summary of the event, preliminary root cause, start and end times, and information detailing next steps. 對於這個類別的服務事件,將不會產生 PIR。For this category of service incident, a PIR will not be generated.

服務連續性Service Continuity

Microsoft 提供的服務可透過高彈性系統進行傳遞,以協助維護峰值服務效能。Microsoft offerings are delivered by highly resilient systems that help to maintain peak service performance. 服務持續性規定是系統設計的一部分。Service continuity provisions are part of the system design. 這些規定可讓 Microsoft 快速從意外事件(例如硬體或應用程式失敗、資料損毀或其他影響使用者的事件)進行復原。These provisions enable Microsoft to recover quickly from unexpected events such as hardware or application failure, data corruption, or other incidents that affect users. 這些服務持續性解決方法同時應用於災難性的中斷期間 (例如天災或者 Microsoft 資料中心中發生的意外事件,造成整個資料中心無法運作)。These service continuity solutions also apply during catastrophic outages (for example, natural disasters or an incident within a Microsoft data center that renders the entire data center inoperable).

請注意,從災難性中斷復原後,可能需要一段時間,才能還原服務的完整資料中心冗余。Note that after recovery from catastrophic outages, there may be a period of time before full data center redundancy is restored for the service. 例如,如果資料中心1失敗,則會透過資料中心2中的資源還原服務。For example, if Data Center 1 fails, services are restored by resources in Data Center 2. 不過,您可能需要一段時間,直到資料中心2中的服務因還原資料中心1中的資源或資料中心3中的新資源而支援服務持續性。However, there may be a period of time until services in Data Center 2 have service continuity support either by restored resources in Data Center 1, or new resources in Data Center 3. 此期間會套用 Microsoft服務等級協定(SLA)。The Microsoft Service Level Agreement (SLA) applies during this time. 由世紀運作的 Office 365 具有不同的 SLA。Office 365 operated by 21Vianet has a different SLA. 如需詳細資訊,請參閱世紀網站See the 21Vianet site for more information.

確保資料可用性Ensuring data availability

Microsoft 可確保客戶資料在需要時可透過下列功能取用:Microsoft ensures that customer data is available whenever it is needed through the following features:

  • 資料儲存與備援: 透過健全的資料備份保護功能,客戶資料可儲存於備援環境中,以提供可用性、企業持續性和快速的回復能力。將實作多階層的資料備援,範圍從防止本機磁碟故障的備援磁碟到持續性、完整的資料複寫,到依地理位置不同的資料中心。Data storage and redundancy: Customer data is stored in a redundant environment with robust data protection capabilities to enable availability, business continuity, and rapid recovery. Multiple levels of data redundancy are implemented, ranging from redundant disks to guard against local disk failure to continuous, full data replication to a geographically diverse data center.

  • 資料監視: Microsoft 服務會維護高層次的效能,其方式如下:Data monitoring: Microsoft services maintain high levels of performance by:

    • 監視資料庫:Monitoring databases:

    • 封鎖的程序Blocked processes

    • 封包遺失Packet loss

    • 已排入佇列的程序Queued processes

    • 查詢延遲Query latency

  • 完成預防性維護: 完成預防性維護包括資料庫一致性檢查、定期資料壓縮、以及錯誤記錄檢閱。Completing preventative maintenance: Preventative maintenance includes database consistency checks, periodic data compression, and error log reviews.

支援Support

Microsoft 開發和作業團隊是以專屬支援組織為依據,這在提供客戶業務連續性方面起著重要的作用。The Microsoft development and operations teams are complemented by a dedicated support organization, which plays an important role in providing customers with business continuity. 支援工作人員對於服務與其相關的應用程式具備專業知識,同時在架構、研發與測試方面也可直接獲得 Microsoft 專家的協助。Support staff has a deep knowledge of the service and its associated applications as well as direct access to Microsoft experts in architecture, development, and testing.

支援組織與營運及產品研發有緊密關聯,不僅提供快速的解決時間,也為客戶的意見提供發表的管道。客戶的意見回饋也可嘉惠規劃、研發以及營運等程序。The support organization closely aligns with operations and product development, offers fast resolution times and provides a channel for customers' voices to be heard. Feedback from customers provides input to the planning, development, and operations processes.

  • 線上問題追蹤: 客戶需得知自己的問題已在解決中,也須能即時追蹤解決進度。Online issue tracking: Customers need to know that their issues are being addressed, and they need to be able to track timely resolution. Microsoft 365 padmin center ortal 提供單一 web 介面以提供支援。The Microsoft 365 padmin center ortal provides a single web-based interface for support. 客戶可使用入口網站來新增並監控服務請求,以及接收來自 Microsoft 支援團隊的回覆。Customers can use the portal to add and monitor service requests and receive feedback from Microsoft support teams.

  • 由持續性人員支援作為後盾的自我協助: Microsoft 提供一系列自助資源和工具,可協助客戶解決與服務相關的問題而不需要 Microsoft 支援。Self-help, backed by continuous staff support: Microsoft offers a wide range of self-help resources and tools that can help customers to resolve service-related issues without requiring Microsoft support.

在客戶輸入服務請求前,可先進入知識庫文章以及問答集來查看常見問題的即刻協助。這些資源將持續更新最新資訊,為已知問題提供解決方案以避免問題造成的延誤。但是,當提出的問題需要支援專家的幫助時,工作人員可透過電話或行政入口網站提供全年無休的立即協助。Before customers enter service requests, they can access knowledge base articles and FAQs that provide immediate help with the most common problems. These resources are continually updated with the latest information, which helps avoid delays by providing solutions to known issues. However, when an issue arises that needs the help of a support professional; staff members are available for immediate assistance by telephone and through the administration portal 24 hours a day, 7 days a week.

如需詳細資訊,請參閱支援 主題。For more information about support, see the Support topic.

功能可用性Feature availability

若要查看不同方案中的功能可用性,請參閱Microsoft 365 和 Office 365 平臺服務說明To view feature availability across plans, see Microsoft 365 and Office 365 platform service description.